Billed too much? (switched from Metronet to Plusnet - see post #21)
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Billed too much? (switched from Metronet to Plusnet - see post #21)
15-08-2007 3:35 PM
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I switched from Metronet to Plusnet Broadband Your Way Option 1 yesterday.
I changed the Usage Allowance to 3GB which should bring my bill to £11.49 per month unless I've misunderstood anything?
I also set a Price Limit of £12.49 meaning - AAIU - that if I go over 3GB usage I will be charged an extra £1. If I go over 4GB usage my speed will drop to very slow for the rest of the month - is this right?
My bill has just arrived and says:
Qty Description Unit VAT Gross
1 Account Billing (2007-08-14 to 2007-09-13) £8.50 £1.49 £9.99
1 3GB Included Data Transfer Charge From 14/08/2007 £1.28 £0.22 £1.50
1 Include Data Transfer Upgrade Charge On 14/08/2007 £1.28 £0.22 £1.50
Is there any reason why the £1.50 has been charged twice?
Thanks
Dan
Re: Billed too much?
15-08-2007 3:48 PM
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Edit: Now I've had a look into things...
I can only make an assumption as I don't know what your PlusNet account details are.
What I think has happened is this...
The account you moved onto was the normal £9.99 Option 1 product with included 1GB. Once moved across the system assumed (correctly) that payment for the first month's service was already accounted for.
You (or someone here?) then upgraded your account to include an additional 2GB of prepay bandwidth. You are billed in advance and as this bandwidth was made available to you immediately the system assumed (correctly) that you then owed £1.50. Instead of take this immediately, the system defers it until you are next billed.
So basically...
Qty Description Unit VAT Gross
1 Account Billing (2007-08-14 to 2007-09-13) £8.50 £1.49 £9.99
This is the base payment for *next month's* service
1 3GB Included Data Transfer Charge From 14/08/2007 £1.28 £0.22 £1.50
This is the extra 3GB for *next month's* service.
1 Include Data Transfer Upgrade Charge On 14/08/2007 £1.28 £0.22 £1.50
This is the difference between what the system thought you had already paid and the price of the new package when you (or we) upgraded your account *last month* ie. £11.49 - £1.50 = £9.99
Hope this makes things clearer. I can confirm/deny the above if you PM me your PlusNet username.
Edit again: Thanks for the username. I was kinda right. The charge is in error anyway so I've refunded £1.50.
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: Billed too much?
15-08-2007 6:47 PM
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Re: Billed too much?
15-08-2007 10:05 PM
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Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: Billed too much?
10-09-2007 10:59 AM
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be taking the next subscription payment for your Metronet Account account on 2007-09-13."
Could someone please check that this is a charge for 1 or 2 days during the switch to Plusnet, and not a whole month?
Ta
Dan
Re: Billed too much?
10-09-2007 11:21 AM
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You're being billed in arrears remember, so these charges will be for the previous month. If we've overbilled you for the period that you moved onto a PlusNet account, I'll be more than happy to instigate a refund once the invoice has been raised.
Sorry about all of the hassle.
Re: Billed too much?
10-09-2007 11:34 AM
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Quote from: James Hi there,
You're being billed in arrears remember, so these charges will be for the previous month. If we've overbilled you for the period that you moved onto a PlusNet account, I'll be more than happy to instigate a refund once the invoice has been raised.
Sorry about all of the hassle.
Thanks James. Hopefully the bill will only be for a day or two as my previous Metronet bill covered the period to 12 Aug, and my first Plusnet bill covered the period from 14 Aug.
Cheers
Dan
Re: Billed too much?
10-09-2007 11:42 AM
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Give me a shout once you're billed on the 13th and I'll double check everything.
Re: Billed too much?
13-09-2007 1:13 PM
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Quote from: James Thanks Dan.
Give me a shout once you're billed on the 13th and I'll double check everything.
Me again..! Have been billed for the full £13.75 - invoice number 9528007.
Cheers
Dan
Re: Billed too much?
13-09-2007 1:21 PM
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Refund made and I've generated a ticket on your account.
Re: Billed too much?
13-09-2007 1:25 PM
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Quote from: James Hi Dan,
Refund made and I've generated a ticket on your account.
Thanks very much James.
The Services page in the Metronet Member Centre still says I'm on PAYGo Option 2, but I guess the account has been fully closed now?
Cheers
Dan
Re: Billed too much?
13-09-2007 1:26 PM
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Re: Billed too much?
13-09-2007 1:44 PM
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Quote from: James I'm happy to fully close your account if you want me to, Dan.
I don't mind either way as long as the system doesn't bill me another £13.75 in a month's time
Re: Billed too much?
13-09-2007 1:51 PM
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I've now closed your account.
Re: Billed too much?
13-09-2007 2:12 PM
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Quote from: James Thanks Dan.
I've now closed your account.
Thanks for all your help James.
All the best
Dan
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