Cancelled on 11 June, just received a new bill - cancellation obviously not done by Plusnet

[#1]

Hi,

I am posting this on behalf of my 90 year old father in law, I live abroad.

He has not used his account for at least a year, and wanted to cancel it, however he cannot do anything like phone or write a letter.

I was recently in the UK and on 11th June I called Plusnet, in the presence of father in law, and following security protocals being accepted, the chap allowed the cancellation of his contract and line.

Today he has received a bill for the broadband and landline, so it has not been cancelled.

What can I do please, as if I call (from abroad), he will not be present.

Thanks in advance.

[#2]

@barman3 

Login to your fathers Members page and see what his status is.

If it shows cancelled look at the bill itself to see what's being charged.

Brian

[#3]

Hi,

I have logged into his account, and it does not show any mention of cancellation, and it appears that everything is still active.

[#4]

@barman3 

Last time you spoke to them were you registered as an "authorised person" on the account. If you were then you can call and discuss things,

If not, you'll need to wait for an staff member to pick up this thread.

Brian

[#5]

@barman3   cancellations are not immediate, you need to give notice - 28 days I think. Also billing comes in cycles, and a final bill/refund will not be issued until the account is closed, up to 21 days I believe.

So you should be able to see if the account has been closed next week, and a final bill/refund by the end of the month.

[#6]

@Mustrum, thank you. I will keep checking back next week, it is just strange that the new bill shows the charges to 31st July.

@bmc, when I called the chap I spoke to went through security with me and my father in law (who is blind). He could not remember much about the security details (including the landline number!), but we got through it with the aid of the Plusnet chap, who confirmed the cancellation of the account. I am now an authorised user.

[#7]

@barman3 

If you are an authorised user then you can phone PN without your father being present. Hate to think what the call charges would be by the time you get through the queue.

Another thing you could try is to login and look for any open or closed questions on the account. They may give detail.

Brian

[#8]

@bmc, there do not seem to be any open or closed questions.

Is it possible to post a question there?

[#9]

@barman3 

Just found the link to search for questions.

https://www.plus.net/member-centre/login?p=search&view_by=30days

In days of old when knights were bold you could open tickets and wait for a response. Unfortunately this was withdrawn many years ago.

It's either the phone or wait and hope a staff member picks up on this. I could try tagging one tomorrow if I see that one's online.

Brian

[#10 · Accepted solution]

Hey,

Sorry to see what has happened.

I've listened to the call and I've now cancelled the account, backdating the request to 11th June.

The final bill will be produced within 20 days, which would be a pro-rata refund. 

If you have any further queries, please let us know. 

[#11]

@Gandalf, thank you.

I have also received your email.

[#12]

@barman3 

In days of old when knights were bold a wizard called the Community Forum his home.

Sadly he took his book of spells to another part of the PN empire. However, he can't resist dipping his toes back in the water from time to time.

Glad it's resolved.

Brian