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Confused about bills

CJ
Dabbler
Posts: 17
Registered: 18-11-2011

Confused about bills

Sorry to bother you but I was wondering if somebody could clarify what's what.
I believe the date of our direct debit payments to be the 16th of the month, but today I've received an email informing us that a small payment will be taken from our account on the 5th for our service. We're a little confused because the amount doesn't seem enough to be including line-rental, yet seems too much to be just for broadband and is to be taken on the 5th rather than the 16th.
Thanks in advance,
CJ
10 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,241
Thanks: 195
Fixes: 61
Registered: 27-04-2007

Re: Confused about bills

Hi CJ
You can see the details of the invoice here: https://portal.plus.net/my.html?action=view_transactions&s=0
Its basically a pro-rata or part payment, the reason for which is to allow us to align the billing dates for your phone and broadband services.
Hope that helps.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
CJ
Dabbler
Posts: 17
Registered: 18-11-2011

Re: Confused about bills

Another email, also received today, seemed to suggest we'd pay the full amount for the phone on the first bill and would be refunded the difference between activation of broadband and phone on the second?
Hence the confusion.
CJ
Plusnet Help Team
Plusnet Help Team
Posts: 13,241
Thanks: 195
Fixes: 61
Registered: 27-04-2007

Re: Confused about bills

hmmm...
It should be one or the other really. Could you copy the contents of that e-mail and pop them on a support ticket to us please?
Let me know when you have and I'll take a look.
Adam.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
CJ
Dabbler
Posts: 17
Registered: 18-11-2011

Re: Confused about bills

Hi Adam,
I've used the help assistant and copied the relevant bit of the email there - I hope that's what you meant by support ticket.
The number is: 49374575
Thanks,
CJ
Plusnet Help Team
Plusnet Help Team
Posts: 13,241
Thanks: 195
Fixes: 61
Registered: 27-04-2007

Re: Confused about bills

Thanks a lot,
Just one more thing...does your copy of the e-mail show a reference number at all?
I'm concerned about the details of that message as they aren't correct and the reference should help me find the root of the issue.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
CJ
Dabbler
Posts: 17
Registered: 18-11-2011

Re: Confused about bills

I can't see a reference number, but it was in the email we received to let us know our phone service is now active with Plusnet.
Edit: Just found this, it was very small text: Email ref: E0717
pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: Confused about bills

Adam dont you have a copy on Questions closed?
Plusnet Help Team
Plusnet Help Team
Posts: 13,241
Thanks: 195
Fixes: 61
Registered: 27-04-2007

Re: Confused about bills

Thanks CJ, not for this one p_p which is part of the issue in hand.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 13,241
Thanks: 195
Fixes: 61
Registered: 27-04-2007

Re: Confused about bills

FYI I've raised problem 69364 re this as it looks like it may affect others.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
CJ
Dabbler
Posts: 17
Registered: 18-11-2011

Re: Confused about bills

Many thanks for the prompt help and clarification.
Regards,
CJ