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Bill jumped up from £19.99 to £26.99 with no notice?

readjono
Dabbler
Posts: 17
Registered: ‎18-05-2013

Bill jumped up from £19.99 to £26.99 with no notice?

I understand I'm no longer in contract with PlusNet but I am surprised to find when checking my bank today my bill has increased from £19.99 to £26.99 with no notice other than the standard monthly reminder money is coming out.
The £19.99 figure was applied to my account when I took out a contract after there was confusion over what was sold to me. However I assumed I'd get notice if my package changed in any way like this regardless of being in contract or not.
I am now frantically shopping around because it doesn't seem like such a bargain for rural broadband.
10 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,682
Thanks: 665
Fixes: 167
Registered: ‎05-04-2007

Re: Bill jumped up from £19.99 to £26.99 with no notice?

Hi there,
Sorry for the surprise increase, it sounds as though you were on a discounted offer and the offer period for you has now ended. You could give our customer options team a call on 0800 013 2632 or 0330 123 9197 and see what deal they could do for you now.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
williams
Newbie
Posts: 7
Registered: ‎05-12-2014

Re: Bill jumped up from £19.99 to £26.99 with no notice?

This has just happened to me as well.
Bill has jumped over 234% because a discount has ended and with no notice.  Of course i know the discount was coming to an end and i was going to call to make a change to the package.
What i did not count on was been kept on hold indefinitely in every call every day.
Over an hour the first day.
Second day  45 mins.
Which normal working individual, can find the time in a working week to be kept on hold that long?
And all i get from the chat help or from the support answers, is to call the same line that no one answers?
Meanwhile the issue i want to talk about will be non existent as there are only a few days between the increase demand and the collection date from the Direct debit.
Community Gaffer
Community Gaffer
Posts: 17,682
Thanks: 665
Fixes: 167
Registered: ‎05-04-2007

Re: Bill jumped up from £19.99 to £26.99 with no notice?

Hi there,
Can I ask which number you're calling as at this moment there is no wait for Customer Options (the team that can deal with package changes and offers)?
They are available on  0800 013 2632 or 0330 123 9197
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
williams
Newbie
Posts: 7
Registered: ‎05-12-2014

Re: Bill jumped up from £19.99 to £26.99 with no notice?

Hi
I have called both those numbers and no joy.
I am in the office now and working. so if you claim there is no wait then i would give it a go
dialling at  12:23 .
a message saying call times appraching 50minutes
williams
Newbie
Posts: 7
Registered: ‎05-12-2014

Re: Bill jumped up from £19.99 to £26.99 with no notice?

i must say the music choice is not very diverse. any chance of some reggae music as well?
williams
Newbie
Posts: 7
Registered: ‎05-12-2014

Re: Bill jumped up from £19.99 to £26.99 with no notice?

finally got through , but on hold again.
Community Gaffer
Community Gaffer
Posts: 17,682
Thanks: 665
Fixes: 167
Registered: ‎05-04-2007

Re: Bill jumped up from £19.99 to £26.99 with no notice?

Are you calling the numbers I've provided in my previous post, as they are the best department to help you. If you'd called customer service or tech support then there are 10 and 5 minute waits currently.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
williams
Newbie
Posts: 7
Registered: ‎05-12-2014

Re: Bill jumped up from £19.99 to £26.99 with no notice?

I have called the numbers. I can read and the waiting times are certainly not 10 or 5 mins.
i have a watch and a clock.
I have already given up. No more calls again. Waste of time.
williams
Newbie
Posts: 7
Registered: ‎05-12-2014

Re: Bill jumped up from £19.99 to £26.99 with no notice?

Its a bit ironic that you cannot call anyone at plus net to get a new package or to negotiaite a new deal, because the waiting times are a bit above the normal average.
But yet they expect you to pay the astronomical increase in price when the previous deal ends, because it is somehow obviously your fault that you could not get through to tell them that you are no more interested in the package.
It is vey convenient.
PN may as well make it as difficult as possible for customers to call and then claim , we could not cancel your contract or migrate you to another provider because you did not contact us.
That would keep everyone tied into PN for ever will it not?
pauljeannette
Dabbler
Posts: 12
Registered: ‎03-12-2014

Re: Bill jumped up from £19.99 to £26.99 with no notice?

I have found a way around waiting so long , all you do is pretend you are a new customer and get through on their "New Buisness" dept and when they answer which is usually in seconds explain then and they put you straight thru to the dept you want with no waiting  , I did this and within 5 minutes you are sorted  Grin
jim:quote