Contract Changeover billing question

[#1]

Hi All,

I've come on here as it's a 20 min wait to speak to anyone on the phone, and apols for the long post.

I was informed on 14th August that my contract was coming to an end, on 15th September, and that my broadband deal would end, and i would have to pay around twice as much for an old "Unlimited Fibre Extra" connection, going from £31.50 to £61.59.

I logged in and changed my package on 9th September, to a full fibre package, which was a very simliar price £30.99 to my old package, but was told that the earliest install date was 25th September, so 10 days after my original contract was due to end.

I waited in all day on the 25th September, and open reach were a complete no show, even though I received an SMS informing me the engineer was on site?!?!?! he wasn't .. 

Called PN and was assured that I wouldn't be charged any extra, and I got a new install date of 21st Oct. Which was when the engineer turned up and wired everything in, although he couldn't activate. So he left all the old wiring in place so I still had broadband over the old line. I believe the activation actually took place 2 days later on the 23rd October.

However i've since been charged the following,

9th Sept - 8th Oct - £54.30
9th Oct - 8th Nov - £60.44
9th Nov - 8th Dec - £11.99

This doesn't feel right, I signed up for the new package on 9th september, so why should I be penalised because open reach can't do the install on the 15th which was my contract end date?!?! then Open reach don't turn up and the next appointment is 21st Oct, so again i'm being penalised because open reach didn't turn up, and I have to wait a further month for the actual install. 

As far as i'm concerned my bills should have been around the £30 mark each month given the above dates? but because of things outside of my control and a complete missed appointment i've been overcharged for almost 2 months?

So instead of £30.99 per month, £92.97 for the 3 months, i've been charged £126.73?

Can someone from Plusnet comment please?

[#2]

Sadly phoning up is the best way to resolve this.

I wouldn't expect to pay more than your new contract should have cost in the end and the November bill looks like it may have an adjustment but it doesn't seem to be fully backdated.

If you explain that at no point were you out of contract (check what the contract end date shows in the "member-centre") it should be fairly simple to get a refund applied to the account.

Plusnet billing is in advance, so when the billing is produced it won't know that you are going to recontract, but it's reasonable to not pay an "out of contract" price if there is never a period you are out of contract.

I had a similar issue with my fibre upgrade but a phone call got it sorted.

Phone on speaker and a cup of tea might be the answer!

[#3]

Just in case this helps anyone else, I called, and was told, that the "delayed contract compensation" would only be credited 30 days after actual new activation date, so basically, they charge you, and then 30 days after activation they are supposed to sort it all.. 

So I have to wait until end of Nov to see if they have calculated everything correctly, and then if I find it's still wrong to give them another call.

Joy.