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Account not showing correct details

Posts: 17
Registered: ‎21-12-2018

Account not showing correct details

Can someone here from Plusnet please help.

About a month ago I canceled Plusnet TV and got the BT Sport App.

All I should have now is Plusnet Fibre and the BT Sport App, I have paid line rental in advance.

THe broadband and BT sport app is working.

However when I login my account still shows that I have the TV service with HD etc.

Also a payment hasn't been taken on Aug 8th and when I try to access my billing info there's nothing there for me to see or I can't access my billing at all.

I'm hoping someone on here can help as I really don't want to have to call.

Account is...





Moderators Note: Personal information removed

Plusnet Help Team
Plusnet Help Team
Posts: 25,296
Thanks: 9,208
Fixes: 1,478
Registered: ‎21-04-2017

Re: Account not showing correct details

Hi Paul.

I can see that the appropriate packages have been cancelled from your account but are still showing/stuck in the billing engine. It looks like this is something we're aware of and we've suspended your account billing while we resolve it.

Unfortunately I can't advise a timeframe when this will be resolved however if it's longer than 3 months then once we've unsuspended the billing we'll only charge for a maximum of 3 months leading up to the invoice generating. 

Apologies for the inconvenience this causes.

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