Account error renewal not completed

[#1]

I renewed my contract back on the 07/01/26 but my online account on the 04/02/26 shows I still have a product change in process and that I am out of contract.I will be charged £34.99 from the 07/01 till the 02/02.It was agreed in a confirmation mail with my new contract that I would be charged £21.49 instead.Please help!!!

[#2]

What is the characteristic of the renewal?  Same product as before, a change to SoGEA or an upgrade to FTTP?

If there’s a product upgrade involved the new price will not start until the new product is commissioned.

[#3]

Hi @Lapuria 

Should be sorted now, and I've sent you an email with some detail. 

[#4]

Hello!Thanks for your prompt reply.I have read your mails in which you inform me I now have £6.24 credit in my account.This amount is incorrect.Please check the terms and conditions in my new contract.I have a mail sent on 05/02/26 at 8:07.I am afraid I cannot send you the screen shot of this mail as I have issues attaching files on this page. I am meant to be charged £21.49 in the first month.£34.44 minus £21.49 equals £12.95 credit,not £6.24.

[#5]

You'll get the remainder as a pro-rata discount on your next bill. 

[#6]

What does this mean? What exact credit amount will I receive for my bill in March?

[#7]

Mr Gandalf,I am afraid my issue has not been resolved effectively.I need a written confirmation I will receive £12.95 credit back and not £6.24.This is due to Plusnet making a mistake and not renewing my contract in error on the 07/01.I have been charged as if I was out of contract for the month of February.

[#8]

Hi @Lapuria.

If you check your inbox in the next few minutes, we've sent an email confirming the total credit amount.

Debbie