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Billing

Isawitall
Grafter
Posts: 32
Registered: 09-08-2011

Billing

Somewhat confused here with the billing system so perhaps someone could explain whats going on here.
I've only been with plusnet for two months and very confused,
29182412 £23.90 £23.90 02/10/2011 Pending Scheduled Payments
28608067 £21.78 £0.00 02/09/2011 Fully Paid Scheduled Payments
28176986 £4.99 £0.00 09/08/2011 Fully Paid MI: Postage and Packaging
28047721 £11.99 £0.00 03/08/2011 Fully Paid Scheduled Payments
28047362 £11.49 £0.00 03/08/2011 Fully Paid Initial Charge
27678709 £49.99 £0.00 13/07/2011 Fully Paid Service Billing
So whats this,
1  Call charge  - 02/10/2011 £0.42
1  Plusnet Extra charge  02/10/2011 01/11/2011 £11.49
1  Talk Evenings & Weekends Line Rent charge  02/10/2011 01/11/2011 £11.99
Once again PLUSNET EXTRA CHARGE  ?
23 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,030
Fixes: 62
Registered: 15-06-2007

Re: Billing

1. The charges for calls you made outside evenings and weekends or to non free numbers
2. Broadband charge
3. Line rental charge for phone
Isawitall
Grafter
Posts: 32
Registered: 09-08-2011

Re: Billing

Charge for broadband ?
I have four months free !!!
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Billing

Hi there,
The £11.49 you paid as the initial fee was the broadband fee for the first month, so it looks like if you signed up via an offer that it wasn't accepted properly as there's no discounts on the account I'm afraid - where was it you signed up through, and do you remember the offer code used?
Isawitall
Grafter
Posts: 32
Registered: 09-08-2011

Re: Billing

4 months' free broadband, then from just £6.49 a month after that*
You'll pay nothing for your broadband for the first 4 months and then from just £6.49 a month after that. We'll also throw in a wireless router worth £40 when you sign up for 12 months - you only pay £4.99 for p&p.
Do you have a  Alternative Dispute Resolution (ADR) service ?
That was the agreement with You . Breach of contract !
Ofcom will be notified.
Community Veteran
Posts: 26,718
Thanks: 929
Fixes: 10
Registered: 10-04-2007

Re: Billing

Presumably you have the screen shots, saved web pages or something else to prove your point? If you have, embedded in there will be an offer code - give that to Matt and there will be no problem honouring the offer. Getting stroppy without giving PN the opportunity to rectify things is not the way to go. Don't forget that most PN offers have a time limit so even if you have saved the information, if you didn't apply within the stated period you won't get the offer.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Billing

Hi Isawitall,
We've a number of offers running with different companies, which is why I asked where you saw the offer. They're applied either on a clickthrough (a link on an affiliate site adds a cookie to your browser which ensures the offer is applied when you run through the sign up process) or you put an offer code in at the start of the sign up process. If you could advise which site you clicked through from or the offer code used we'd be happy to make sure the offer is applied to you.
Isawitall
Grafter
Posts: 32
Registered: 09-08-2011

Re: Billing

The Email i received from plusnet
  Plusnet  Get 4 months' free broadband from Plusnet Wed, 20/7/11 14KB
  Get 4 months' free broadband from PlusnetWednesday, 20 July, 2011 20:55From: This sender is DomainKeys verified."Plusnet" <Plusnet@comm.bt.com>Add sender to ContactsTo:   *******@btinternet.com
Would you like good honest broadband in your home - without having to give up your current phone provider? And would you like it from a company delivering award-winning customer support from a UK-based call centre? Well look no further. Sign up to Plusnet now and we'll welcome you with a very special deal:
4 months' free broadband, then from just £6.49 a month after that*
You'll pay nothing for your broadband for the first 4 months and then from just £6.49 a month after that. We'll also throw in a wireless router worth £40 when you sign up for 12 months - you only pay £4.99 for p&p.
Plus you'll get all these great benefits
• A speed estimate before you sign up, so you'll know exactly what to expect
 
• Use our broadband as much as you like between midnight and 8am and it won't count towards your monthly total - perfect if you want to download a movie or two
 
 • Inclusive calls to our 24-hour UK-based award-winning^ call centre

 • A rolling monthly contract option, if that suits you

So what's keeping you? Say hello to Plusnet now on 0800 073 1032 and quote offer code '4monthsfree', or follow the link below before the 31st August and we'll take care of everything.
Community Veteran
Posts: 26,718
Thanks: 929
Fixes: 10
Registered: 10-04-2007

Re: Billing

The email was dated 20/07/2011.
Your first post as a new user was 09-08-2011
So I'm a bit puzzled by this payment in your first post:
Quote from: Isawitall
27678709 £49.99 £0.00 13/07/2011 Fully Paid Service Billing

If you'd actually signed up before you received the offer email you won't be able to receive that discount.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Billing

Hi there,
Looking at the email it looks like that was sent after you signed up the account, which would explain why the offer wasn't added. In addition I'm afraid the smallprint on that email states it's only for new customers signing up to Value accounts, as yours is an Extra account I'm afraid the offer wouldn't be valid.
Isawitall
Grafter
Posts: 32
Registered: 09-08-2011

Re: Billing

Close my account please, I quit !  DD will be stopped !
FRAUDSTERS !!!
I signed up to a 12 month contract thinking i was getting 4 months free broadband, apparantly new customers get nothing for signing up !
Cefca
Dabbler
Posts: 12
Registered: 03-10-2011

Re: Billing

People like this ruin it for people with genuine complaints.
Although it does make you wonder the point in sending people who have already signed up offers for new customers.
Isawitall
Grafter
Posts: 32
Registered: 09-08-2011

Re: Billing

Direct Debit now cancelled.
Back to virgin BYE
Isawitall
Grafter
Posts: 32
Registered: 09-08-2011

Re: Billing

Flag this messageHome Phone - Your service is ready to useTuesday, 2 August, 2011 17:22From: "Plusnet Support" <support@plus.net>Add sender to ContactsTo:
Contracts start from day of installation
Community Veteran
Posts: 14,469
Registered: 30-07-2007

Re: Billing

What has a phone contract got to do with the broadband contract you were trying to get free. They are two totally separate contracts.
Your broadband contract clearly starts from 13/07/11 which is when you were billed.
I hope you are aware of what you will need to pay if you do cancel the contracts.... and you can't cancel via the forums... read the T&C for the methods plusnet require for cancelling contracts.
If plusnet cannot recover the monies owed to them then it will be passed to a debt recovery service... your actions may have cost you a lot of money!