@Townman
Can I ask whether there has been any further movement on this issue?
I too was moved from a legacy package in November 2023 and was promised a discount to match the price of my old package. There was no mention in the Plusnet email of this discount being time limited.
In November 2024 the discount was removed, increasing my monthly payment by £5.72. Three days later (19/11/2024) I received an email from Plusnet stating:
"We are getting in touch to let you know that when we recently moved you over to a new broadband product, we promised that we would discount the new product to match your existing price.
Unfortunately, due to a fault at our end, the discount expired after 12 months. We are now working to reinstate that discount and credit you for any additional payments made. We are sorry for any inconvenience caused."
Since receiving that email I have heard nothing more, I have not received a credit for my November payment and the December payment has now also been taken without the discount having been applied.
I appreciate that the Plusnet billing system doesn't have a great reputation for flexibility and I'm happy to wait for things to take their course if a fix is working its way through the system but do I need to do anything else to ensure that I don't get forgotten?
