Broadband Delays and Billing Issues

nathanharwood — Wed, 26 Oct 2022 19:41:50 GMT

So my Plusnet Contract was due to Expire in September and, in August I decided to renew upgrading to Plusnet Full Fibre 36.

There were a number of delays with installation and limited availability with engineers so the installation was delayed until mid October.

In this time my contract expired resulting in me being billed at the higher out of contract rate. This is because, even though I renewed my contract I couldn't "go live" until the installation was complete - as plusnet couldn't get a quick enough installation date I was thus billed at the higher rate for two months.

Now that I have gone live I have again been billed at a much higher rate due to the line rental being charged for a month and a half it seems.

What is making this more frustrating is that now that I have gone live plusnet are offering Cheaper, faster deals to new customers.

I have tried to call and discuss but wait times often exceed half an hour to get through on the phone .

Just curious as to why, with increasing delays in installation plusnet still feels its right to bill at higher out of contract rates despite a contract being signed?

Re: Broadband Delays and Billing Issues

SammyM — Sun, 30 Oct 2022 12:15:50 GMT

Hiya @nathanharwood,

I'm really sorry for the issue you are having with your billing, I can appreciate how let down you must feel and for the hassle this is causing.

We’re quite chocka right now, so it’s taking a little longer than I’d usually like to get back to customers and I'm sorry about that.

I am taking personal ownership on this and I have provided more info here. Please get back to me if you need any further help in the meantime.

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Broadband Delays and Billing Issues

Re: Broadband Delays and Billing Issues