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Wrong bill date, broadband services not activated but bill generated and charged

diwakarlabh
Newbie
Posts: 1
Registered: ‎18-10-2022

Wrong bill date, broadband services not activated but bill generated and charged

I am new to Plusnet and to start had pathetic experience. I had applied for line only broadband services. My broadband services only got activated today on 18th Oct 2022 but the bills were generated and charged from 12th Oct 2022 as the telephone line (again line only, no calling/voice service) got activated on the day. I tried calling the customer care through different options on IVR 40-50 times but hardly got through once and the customer care executive was not of much help. They seem to have a unique customer care call handling mechanism where the time wait is more than 40-50 mins. Last week I waited on the call for the same billing issue for about 40 mins and had to disconnect call as I had better things to do than listening to automated melodious voice of IVR for more than 40 mins.  The company seems to follow the malpractice of generating bills and charging customers from incorrect bill date which is not from activation date of the broadband services, the sales team had confirmed that bill will only be generated when my broadband services start. already struggling with plusnet, it;s just start, will try to switch my provider and complain against plusnet to dispute resolution and ofcom for it;s malpractices in generating bills incorrectly

2 REPLIES 2
MisterW
Superuser
Superuser
Posts: 15,295
Thanks: 5,865
Fixes: 421
Registered: ‎30-07-2007

Re: Wrong bill date, broadband services not activated but bill generated and charged

If that's what sales told you then they were wrong

From the t & c s here https://www.plus.net/help/legal/terms/

 

8. Paying for your package

8.1. The monthly prices for the services in your package are detailed in the Price Guide. We won't charge you the total monthly package price until the day that all the services in your package are ready to use.

8.2. You'll be charged a pro rata amount for each service in your package that is ready to use from the date each service is up and running.

 

NB line only does not mean no voice service, it just means no included calls, all calls are on a PAYG basis

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: Wrong bill date, broadband services not activated but bill generated and charged

Hi @diwakarlabh,

Thanks for your time on the phone this morning. As discussed, I've logged a complaint ticket on your account and summarized our call. You can access this here. If you have any further queries or issues that you'd like to raise then please don't hesitate to get back in touch and I'll be happy to help out.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team