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Charged for a week of wifi

tashahmorgan
Newbie
Posts: 3
Registered: 10-09-2017

Charged for a week of wifi

After waiting over a month for our wifi to finally be up and running, we have recently been sent a bill of £29.99. this is the amount that we monthly agreed to pay, however, considering we only got our wifi a week before this bill was sent, we feel it unnecessary to pay the full amount. Is there anything that can be done about this? We were also guaranteed a minimum of 50mb of data, and at the moment are only getting a maximum of 6mb. 

5 REPLIES
Gel
Pro
Posts: 1,403
Thanks: 136
Fixes: 10
Registered: 02-08-2007

Re: Charged for a week of wifi

PN do not provide wifi services rather Broadband & or voice.
6mb perhaps relates to your current speed; check the capability of your line on the BT checker link below.
50mb would indicate a fibre connection (or are you confusing with your usage allowance?),
so answer best asked on the dedicated FIBRE thread on this forum.
PeeGee
Aspiring Pro
Posts: 1,077
Thanks: 44
Fixes: 3
Registered: 05-04-2009

Re: Charged for a week of wifi

Also, bear in mind that the regular monthly payments are "in  advance" so would be for a month starting approximately 6 days before the payment is taken.

Plusnet Fibre (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link TD-W9980 modem-router.
Plusnet Help Team
Plusnet Help Team
Posts: 4,063
Thanks: 772
Fixes: 168
Registered: 25-03-2015

Re: Charged for a week of wifi

Welcome to the community forums @tashahmorgan.

 

While what @PeeGee has advised is correct, in that the bill you have received would cover the services from the day of the invoice to the end of that billing month, you are due a pro-rata refund/discount for the time difference between your phone and broadband activating, for the cost of the broadband portion.

 

As it currently stands, this discount has been added to your account by automation, however because of other discounts that are in place it's been added at the end of your sales discounts.

I'll get this cancelled off and issue this as a pro-rata broadband refund against your initial fees instead.

 

I hope this helps.

 

In regards to your connection being slow, testing shows the connection in sync lower than I'd expect at 48.3Mbps download, given the low end of the estimate is 56.8Mbps.

Please can your run through our troubleshooting guides Here.

If you continue to experience problems after this, please report a fault via your account Here.

 

Thanks.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
tashahmorgan
Newbie
Posts: 3
Registered: 10-09-2017

Re: Charged for a week of wifi

yes thank you, this was very helpful 

Plusnet Help Team
Plusnet Help Team
Posts: 4,829
Thanks: 1,060
Fixes: 235
Registered: 21-04-2017

Re: Charged for a week of wifi

No problems, let us know if there's ever anything else we can help with.

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