Billing, Monthly Query?

[#1]

Hi I've just recently renewed/upgraded my contract but my present 18 mth contract which is coming to an end on 14/02/21, I have noticed on my 14/01/21 bill that my monthly charge was £10.99 & not the usual £3.50. It doesn't look like I have had an 18 mth contract? Can't get through via phone at the moment, would appreciate any advice/ help if possible pls. Maybe even from a Plusnet rep?
Thx

[#2]

Has your upgrade completed?

If it hasn’t that may be why your price hasn’t changed. 

[#3]

Hi thx for your reply. The £10.99 was the price per mth if I didn't renew contract. Seeing how my present 18mth contract was to end on 14th Feb, I thought the 14th Jan bill would still be £3.50 My new contract is to start 22nd Jan, once I receive the new router.

[#4]

If you’re upgrading then the new contract would begin when the upgrade completes, so has the upgrade completed yet? I assume you’re going to fibre?

[#5]

Hi supposed to be commencing 22/01/21 & yes fibre. But it's the taking out of £10.99 on 14/01/21 Bill that I am questioning. Thx for replies

[#6]

It's probably best checking back once your fibre upgrade's completed as that'd be when your new contract begins from.

[#7]

Hi the £10.99 isn't the new contract price it's the price once my contract was to run out. I've set up the the router which arrived 23rd but as yet it doesn't look like the fibre is live as yet. Will I get an email when it is live? How long does it normally take for the new broadband fibre to go live? Appreciate any help Thx

[#8]

Hi @joecool, thanks for getting in touch. I've looked into your invoice and upgrade to fibre query and although can't confirm the specifics via this support channel I've updated a ticket on your account with the information that can be seen here.
I hope this helps.

[#9]

Hi thx so much for looking into this really appreciated.