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Billed out-of-contract price

ryansuchocki
Grafter
Posts: 34
Thanks: 5
Registered: ‎25-05-2021

Billed out-of-contract price

My previous contract ran out in November. Just before it ran out, I accepted a new 24 month contract along with an upgrade to FTTP. The FTTP install is still not complete, and the old FTTC connection has now been disconnected (See https://community.plus.net/t5/My-Order/Full-fibre-install/td-p/1904764). I am starting this separate thread to ask about the billing in particular.

 

My last bill on the old contract price was in October. In Nov, Dec, Jan and Feb I have been charged around £47, which seems to be the 'out of contract price'. (The payment in January was reduced to £21.30 due to a missed appointment auto-compensation payout, but the unadjusted charge was still around £47).

 

For the first month or two, I let it go because I thought the difference was not worth my time. However, now that this has gone on for 4 months the difference is becoming significant.

 

As I understand it, I was bound to the contract period from the date I signed up for the new contract, not from the date that the installation completes, whenever that may be. Surely, therefore, I should have been benefiting from the agreed contract price from that date too?

11 REPLIES 11
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,489
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Registered: ‎27-11-2020

Re: Billed out-of-contract price

Hey there @ryansuchocki sorry about the issues with the installation and the billing.

 

You are correct in thinking that the billing should still be the same as the contract started then, I can't sort this bill out before it goes out, however, I can either refund it or credit it off the next bill, which one would you prefer?

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
ryansuchocki
Grafter
Posts: 34
Thanks: 5
Registered: ‎25-05-2021

Re: Billed out-of-contract price

@willcutforth thanks for the reply. A refund would be perfect, thanks.

willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,489
Thanks: 554
Fixes: 97
Registered: ‎27-11-2020

Re: Billed out-of-contract price

Sorted the refund for you now. You will receive it within 5 working days Smiley Let me know if you don't though.

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
ryansuchocki
Grafter
Posts: 34
Thanks: 5
Registered: ‎25-05-2021

Re: Billed out-of-contract price

Thanks @willcutforth. I've received a refund confirmation email, however that appears to equate to the difference for 1 month. However, as described in my original post, every bill since November has been overcharged.

willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,489
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Fixes: 97
Registered: ‎27-11-2020

Re: Billed out-of-contract price

Each month has to be done seperately so once it has been accepted from the back end team you should get a couple more emails with the other refunds. Sorry I should have stated that.

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
ryansuchocki
Grafter
Posts: 34
Thanks: 5
Registered: ‎25-05-2021

Re: Billed out-of-contract price

OK, understood. I've not had any more emails yet but I'll give it a few more days.

willcutforth
Plusnet Help Team
Plusnet Help Team
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Registered: ‎27-11-2020

Re: Billed out-of-contract price

No worries, I am back on Monday, so will make sure that it is sorted by then.

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
ryansuchocki
Grafter
Posts: 34
Thanks: 5
Registered: ‎25-05-2021

Re: Billed out-of-contract price

I've still had no emails or refunds apart from the first one ~2 weeks ago.

willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,489
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Fixes: 97
Registered: ‎27-11-2020

Re: Billed out-of-contract price

So the billing team rejected it because I didn't document enough so I am sorry about that. It won't allow me to refund it as there is 2 days before the next bill. Am I ok to credit against this bill instead?

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 Will Cutforth
 Plusnet Help Team
ryansuchocki
Grafter
Posts: 34
Thanks: 5
Registered: ‎25-05-2021

Re: Billed out-of-contract price

Hi. I don't mind whether it's a credit or a refund, as long as it covers the 3 outstanding overcharged months. Thanks.
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,489
Thanks: 554
Fixes: 97
Registered: ‎27-11-2020

Re: Billed out-of-contract price

I've sorted it out as a credit for you now and it can be seen on https://www.plus.net/wizard/?p=view_question&id=232606933 Let me know if you have any concerns about it.

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