Browsing Restrictions

[#1]

Does anybody know what 'Browsing Restrictions' means/are. Bandwidth throttling?

I have a planned transfer away and having agreed with plusnet to cancel the DD and wait for final bill, I'm now been messaged about Browsing restrictions with a Bill that that is beyond the finish date.

I called support but they seem to have a different understanding of the word Browsing. perhaps they mean internet access but I couldn't get past the canned speal I was dished out such as using facebook on phone App as an example of browsing.

All started when the penultimate bill went up without explanation due to a discount change.

Does anyone have a clear transparent of the way Plusnet Billing works.

1 - Being charged for leaving 10 days before contract end date (not that i can do much about that)

2 - Is line rental charged in advance - anybody know break down?

Rgs

Simon

[#2]

Moderator's note:
Thread moved from Broadband to My Account/Billing

[#3]

Oh drat!!  The whole of my detailed response was lost as I started just before this was move to a more appropriate board, thereby losing the post!!  Will try to recall that response detail!

------------------------------------------------

Billing for broadband is indeed done in advance and will continue until you actually move, irrespective of having given notice that you intend to migrate.  The exception to that is total cancellation of the service, in which case the end date is fixed.  (Migration and cancellation are not the same.)

Invoice payment is due on presentation: not paying on time will lead to "browsing" restrictions which means all internet usage is impacted.  The nature of that is speed limitation.  Non-payment could also lead to DRA action and be detrimental to your credit rating, thus in the long term it is better to pay and then sort the issues out afterwards.

Note that billing dates and contract end dates can become unaligned due to changing the billing date during the contract.  That can give rise to prices changes part way through a billing cycle apparently before the end of the minimum term.  There also have been examples of discounts ending one month (or one billing cycle) early due to mistakes at the commencement of the contract.  Such needs checking via a CSA.

The fact that the charges will change at the end of the minimum term discounted period is clearly explained in the contract sign-up journey and the documentation sent to you at that time.  Thus the "without explanation" (removal of discounts) is not exactly correct.

ETCs will be applied for leaving early and will be calculated at the actual time of leaving, however note that pre-paid broadband and phone line (if applicable) subscriptions will be refunded, which should balance out, leaving no additional charges.  I do though believe that ETCs are not charged if leaving within the last 14 days of the minimum term.

@Gandalf (if you are available) - has something gone wrong here or is this a user misunderstanding / forgetfulness of the end of minimum term discounts?  I think all the above is aligned to various past discussion?

[#4]

---

@Townman wrote:

Oh drat!!  The whole of my detailed response was lost as I started just before this was move to a more appropriate board, thereby losing the post!!  Will try to recall that response detail!

------------------------------------------------

---

Sorry, I know from previous experience how irritating this can be. We have no way of knowing when others are contributing to a topic. I got into the habit of writing long responses in Word then copying and pasting into the forum response. Deleting the Word version once successfully posted.

[#5]

Thanks, this is helpful but the fact remains the accounting is unfair and not aligned to what the customer might expect.

Of course I recognize the price will change after contract end date (if I wanted to extend), but not that I would get a bill for time past the contract end date and agreed xfr date. I don't expect to read the small print to understand Plusnet will not honour the agreed Mthly fee within the contract period.

Contract ends on 14th Nov, Terminated 10 days early by transfer date of 4th of November. I did ask the new supplier to kove the date to 14th Nov, but their preference was to pay an additional costs 🤔. My last 3 bills are 

26/08/25 - 25/09/25    - £26.97 - Agreed monthly amount

26/09/25 - 25/10/25 - £29.40 - Unexpected higher bill according to the details due to reduced discount. No simply explanation, in my view abuse of Direct Debit

26/10/25 - 25/11/25  £34.44 - Covers period later than both the contract end and agreed xfr date. Certainly abuse of Direct Debit for charging outside contract period. If I hadn't terminated the Direct Debit I would be lending them money and likely having to claim it back.

I think think this is dubious and definitely not transparent favouring Plusnet cashflow. Essentially slaved to the accounting system which is not aligned to the contract.

Furthermore being told the service would be restricted because I hadn't paid the £34.44 to 26/11/25 when leaving on 4/11/25 is way beyond acceptable business practice.

Thanks for shedding light, but confirms abuse in My Humble Opinion.

Rgs

Simon

[#6]

Somewhere along the way, the billing date has become unaligned with contract dates.  Have you changed the billing date?

In regard to the DD guarantee, you are advised of the amount to be taken days before the transaction is processed, so should have time to query it.  From a contractual point of view, the post discount price is advised very clearly - one does not need to read all of the small print, though one should to avoid surprises and misunderstanding.

The contract is not one of service only until the end of the minimum term: if something went wrong with the migration to a different provider folks would be mighty miffed if their service stopped on the end date regardless.  Broadband and phone services continue after the minimum term as advised at the start of the contract.  To not do so risked the loss of the telephone number.

If it appears that your discount stopped earlier than then end of the contract, then that is something specific to raise with the business.  Have you done so?

As for extending the contract, sometimes the renewal price can be less than or little more than the existing price.  It’s being out of minimum terms which are costly.

in general I would not confuse a mistake (incompetence if you will) with the calculated intention of defrauding as you seem to infer.

[#7]

There are a few things to know.

1) The contract is a minimum term with a reduced price. After the contract minimum term ends the price goes up to the undiscounted price (plus annual increases).

2) You are billed in advance so a bill that goes beyond the minimum term will have a proportion that is at the higher price.

3) Assuming you pay all the bills and leave the direct debit in place you will be refunded the unused amount of any advance billing.

I beleve there is a short period before the end of the contract minimum term that you don't pay for the remainder of the minimum term.  

There does seem to have been an error in the billing or your minimum contract term ended before 14th November and the reason the increase happened in the 26th September bill is what I would focus on.

Plusnet's billing can be rubbish but it isn't their intention to overcharge.

If in the Member centre it confirms your "end date" of  14th November then that's the matter I would take up with Plusnet (by phone).

[#8]

Thanks,

No, I haven't knowingly changed the billing date or contract end date (contract minimum term). I'm guessing Plusnet have a fixed billing date forcing many into this misalignment problem.

Yes I did query the first increase in the billing and it was explained to me as a quirk of the accounting system and I would get it back. 

I have been on the phone several times with multiple people and thought the transfer was organised/agreed until I got the threat of 'Browsing Restrictions (Nothing to do with Browsers) because of non payment for a period post the agreed finish date. If they had said we will withdraw services after the 24mths - that would be appropriate and acceptable.

The 'minimum term' language is semantics. I'm not aware one can have a contract without an end date - Lifetime perhaps?. I signed up for what was described to be to be a 24 mth contract, not a contract 'for ever' with a minimum 'lock-in' period.

Thanks for your clarifications and I am happy I can now deal with the situation. It confirms my view of poor business billing practice lacking in  accuracy and a trap for the unwary,

Rgs

Simon

[#9]

It’s really not semantics, it’s an import recognition of the arrangement agreed to.  The term “contract” has room for misunderstanding.  It is not and never has been a “and after the agreed term we will just cut off your service”.

That would have highly undesirable consequences for users - any delay within the migration activity would result in a loss of service.  Additionally to implement such would require a cease order on the service … preventing any other provider ordering services until AFTER the cease date.  Service provision thereafter takes 5+ days.  Much of this is governed by the service wholesalers - BT wholesale and BT Openreach … as governed by Ofcom regulations.

The contract is for the provision of service, having a minimum term which has a discount from a “normal” price.  Sometimes the discount period erroneously gets set one month out.  I’ve flagged this to one of the compliance team who will hopefully ensure it gets the right attention.  In the meantime not paying a presented invoice in a timely fashion will result in “browsing” restrictions.

[#10]

"Oh drat!!  The whole of my detailed response was lost as I started just before this was move to a more appropriate board, thereby losing the post!!"

Hint. Start composing the response in somethng like notepad?

[#11]

"I do though believe that ETCs are not charged if leaving within the last 14 days of the minimum term."

Um. That may be written into legal stuff, and therefore *cannot* be charged (moving provider may not align to the billing schedules of providers. This provision covers moving providers during the last month of the contract? Just my thoughts.

[#12]

grumble,

We'll see. Nobody from Plusnet (phone or Email) has mentioned this. My leave date is 4/11/25, contract end date 14/11/25.

I did talk to my new supplier who said they would re-imburse early termination fees if I sent them evidence (Closing bill & payment).

[#13]

I get where you are coming from - perceived benefits to customer for the which the bottom line is 'extra' cash for Plusnet, even if temporary in some cases and has to be refunded.

What I wanted was a bill to the agreed termination date. To accommodate the scenarios you outline a choice could be offered. Likely Plusnet would still cash in on those who do not oversee such services.

Billing me at a higher rate for a period post the agreed termination date is simply wrong, compounded by the threat of service reduction (called browsing restrictions). 

As things are, people are being 'played'. I'd be quite happy to have an arrangement a little more expensive on a rolling month basis - sadly not available in my rural area. As it is I've chosen a new supplier that does not specify the spring increase which gives me an opt out option then if they put the price up.

It has cost me and Plusnet a lot of time, but I am now happy I'm in control and  will calculate/pay the bill (after checking in detail the early termination terms for 10 days) for the period up to the termination date.

Rgs

[#14]

What I wanted was a bill to the agreed termination date.

but that's the whole point, you dont have a 'termination' date, you have a 'planned' transfer date. That may or may not happen as planned and until it does and thus produce an actual termination date, Plusnet cannot raise a final invoice. 

[#15]

Semantics - Call it what you like. Just because Plusnet may fail to achieve the agreed finish date, doesn't meant I should pay for their failure, 

This is clearly nonsense as I could up paying 2 suppliers for the period following the agreed finish date and to say that couldn't happen is naive.

Paying extra on the basis the supplier will work it out and refund you is also naive, As you have pointed out (thank you) mistakes are made which the layman would neither notice or recognise as such.

Rgs

Simon