@MrJeem
It seems to be a recurring issue on these forums that discounts agreed on some recent (or maybe not so recent) contracts are not being applied by Plusnet's billing system. I myself have had that problem with a recontract in March.
You need Plusnet to pick your post up here and correct things. Other than that you could phone them but waiting times are long, if the call gets answered up at all, according to some posts here. Other avenues for seeking support are via Twitter or Facebook. Live Chat is also long gone.
The ticket system is now only available for a very few specific purposes such as faults where it can be accessed via the fault troubleshooter. In their wisdom, Plusnet recently removed the Help Assistant link from the Manage Account page on the Members Centre and so you cannot access old tickets that way (anyway, it has not been available for new customer-raised tickets for a long time), but if you have the email sent when you set up this contract there should be a link to a ticket on there but it is most probably closed and you will not be able to add to it. If you have no success contacting Plusnet and you get driven to it there is a way to submit a ticket via the Complaints Code of Practice, but that really should not be necessary if the Customer Services department is working as Plusnet claim it is in their adverts!.
As I said, hopefully a staff member will pick this up and deal with it.
