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Confused about broadband bill - re-contracting

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pkw
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Registered: ‎14-04-2017

Confused about broadband bill - re-contracting

My last broadband contract was 12 months and it started on 11/12/2017.

 

On 27/10/2018 I contacted Plusnet chat to re-contract for another 12 months. My understanding was that the new contract would start immediately after the last one finishes.

To confirm, on the chat I asked the advisor about this. Here's the portion of the chat transcript (M is advisor and P myself)

M***: Unlimited Broadband: £3.50 per month for 12 months and then £10.99 thereafter
Line rental: £18.99 per month or
P***: yeah happy with this
M***: Brill
M***: Can i help any further?
P***: no, that's all thanks, this will start from December is that right?
M***: no it will sstart on your next billing date, if you wanted it to start when your last finished then it would have tore contracted after the 11th of November
P***: ok that's fine
M***: The contract is exactly the same so you have finished a month early howver at no cost to your self
P***: that's great Smiley
M***: Have a good day and all the best

 

So, happy about my new contract I awaited arrival of first bill of £22.49. But now it appears I was charged full price of £29.98 on 11th Dec.

 

I am confused by this. Can anybody from Plusnet look into it for me? Thanks.

 

9 REPLIES 9
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Re: Confused about broadband bill - re-contracting


Moderators Note


This topic has been released from the Spam Filter

 


 

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pkw
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Re: Confused about broadband bill - re-contracting

Thanks @dvorak.

Why was this moved to community feedback? It is not about feedback but about being overcharged for my broadband.

Moderator
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Re: Confused about broadband bill - re-contracting

@pkw I moved the topic about this being caught in the spam filter to community site feedback as that wasn't a billing issue.

This, your actual issue, is still in Account / Billing Smiley

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pkw
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Re: Confused about broadband bill - re-contracting

Ah, yes. Sorry! Roll eyes

jab1
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Re: Confused about broadband bill - re-contracting

It's in My Account/Billing, @pkw

John
pkw
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Re: Confused about broadband bill - re-contracting

Is there a way to see who's online so I can tag some PN staff. Otherwise I will just mention @Gandalf as always. Grin

P.

Plusnet Help Team
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Re: Confused about broadband bill - re-contracting

Fix

Hi there.

I'm sorry to see your latest invoice is higher than agreed.

It looks like it's missing the recurring contract discount, so I've re-applied that to your account now and added an extra discount/credit on to your next invoice to compensate for the overcharge you're seeing on this one.

 

Is there a way to see who's online so I can tag some PN staff. Otherwise I will just mention @Gandalf as always. Grin

If you go here and scroll to the bottom you'll be able to see who's online.

The usernames of the Help Team here should help you figure out who best to tag.

Having said that, due to the way we work with differing workflows, there's no guarantee that the person you tag will be able to pick something up for you, however we do pull all posts made in the "Help with my Plusnet services" board as well as "Plusnet Feedback" and the "Trials" board through our internal response system and work them in order where appropriate.

 

Hope this helps.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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pkw
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Re: Confused about broadband bill - re-contracting

Thank you @Gandalf, much appreciated.

 

Plusnet Help Team
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Re: Confused about broadband bill - re-contracting

No problem.

Always happy to help.

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