End of Contract - no reminders.

[#1]

I've just received a bill of £61.73, normal payment £40.17. The contract states that a reminder would be sent towards the end of the contract period, so where was that? No Emails, no letters, no texts, just a massively inflated bill. This is really predatory billing and I'm not happy.

[#2]

@Harvey88 Until relatively recently, those 'reminder' messages didn't exist, you just had had to note yourself when your contract started and when it finished, or check the details in your account.

As I left PN before this system was introduced, I don't know exactly how it works, but I have heard of people having these reminders appearing in their  spam folder, or not checking the email account they used to sign up.

[#3]

@Harvey88 

March 2021 I received an email with the Subject "Your Plusnet Service"

November 2024 the email I received was titled "Important information about your Plusnet Service"

Both were reminders that my contract was coming to an end. 

For the time I have been with plusnet everything has been on-line. There should be a record of the service notice on you account question history, use this link https://www.plus.net/wizard/?p=search 

You may need to search up to six weeks before the contract end date

Service Notification
11:11am, Wednesday 6 Nov 2024
The customer was mailed the following message to address(es) (my account email@yahoo.co.uk, postmaster@myaccount.free-online.co.uk)

Subject: Important information about your Plusnet service

[#4]

The date range check does indeed show on the 6th June a notice sent for end of contract, it never landed in my inbox and went straight to spam as jab mentioned other customers reported.

I don't understand how an important change of contract, which coincidentally increases the bill ends up in spam, but every month 2 reminders of the same nature, payment due, payment confirmation, can quite freely arrive in my primary inbox. It's concerning that the email system reminds you you're about to pay and have paid, but hides that the bill is rising.

[#5]

@Harvey88 

Spam filtering is done by your email receivung address provider, not the sender. Was the email sent to a Plusnet email address? Do you use any other spam filtering tools?

[#6]

@Harvey88  As has already been stated your email provider determines what is Spam and sometimes for no particular reason gets it wrong, suggesting that Plusnet are deliberately sending end of contract reminders to Spam is nonsense. You can easily check in your member centre account for details of your contract and when it ends.