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Extra £12 added to last bill

clairej777
Newbie
Posts: 8
Registered: ‎25-08-2023

Extra £12 added to last bill

My contract with plusnet broadband is due to end on the 6th September and when I rang up last month to say I don’t want to renew my contract I was told I would receive my last bill as normal but no mention of this extra charge? It states discount of £8.52 is minus from the amount but I am so confused and I was not made aware of any extra charges as I am within the time to cancel as per the advisor I spoke to on the phone!
22 REPLIES 22
jab1
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Registered: ‎24-02-2012

Re: Extra £12 added to last bill

@clairej777 Are you moving to a new supplier? If your contract finishes 06/09/23, then your next invoice covers you for the period 07/09/23 to 06/10/23 - as you pay a month in advance, and this will be at the 'standard' price as your contract has finished.

John
clairej777
Newbie
Posts: 8
Registered: ‎25-08-2023

Re: Extra £12 added to last bill

Yeah I’m moving to Sky, so this is normal to be charged extra as I only signed up with sky last night so they’ve worked the bill out super quick!
jab1
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Re: Extra £12 added to last bill

Ah - but if your move to sky hasn't completed, you will remain connected to PN until they do take over. When the transfer is complete, you will get a refund of any unused charges. The bill you received is for the period I gave you in the precious post - at the non-contract rate.

John
RealAleMadrid
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Re: Extra £12 added to last bill

@clairej777  Just to add to what @jab1 has said the Plusnet billing system is extremely dim, never does anything super quick and knows nothing about you leaving. When you have moved to Sky your final Plusnet bill which will be a refund will not be issued until about 21 days after your Plusnet service ceases, so it's best to leave your direct debit active (assuming you pay that way) so the refund can go straight back to your bank. Otherwise you may be sent a cheque, usually after a long delay which isn't too convenient.☹️

MisterW
Superuser
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Re: Extra £12 added to last bill

the Plusnet billing system is extremely dim, never does anything super quick and knows nothing about you leaving.

and when I rang up last month to say I don’t want to renew my contract I was told I would receive my last bill as normal but no mention of this extra charge?

Are we sure the above wasnt taken as a cancellation ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jab1
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Re: Extra £12 added to last bill

Difficult to know, IMO - the OP wasn't very clear.

John
MisterW
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Re: Extra £12 added to last bill

I was hoping @clairej777 might confirm whether it was a cancellation or not ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

clairej777
Newbie
Posts: 8
Registered: ‎25-08-2023

Re: Extra £12 added to last bill

It wasn’t a cancellation the end of my 18 month contract and I’d received the price of how much it would be if I renewed. The advisor on the phone said I wouldn’t have to pay any early cancellation fees or whatever it’s called so I’m just a bit confused what’s going on sorry I wasn’t clear 😬
MisterW
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Re: Extra £12 added to last bill

It wasn’t a cancellation the end of my 18 month contract

Its not an 18 month contract, its an 18 month 'minimum term' . Once that's reached , your service doesnt stop, you just go onto a monthly rolling contract at non discounted prices, unless you renew for a further minimum term.

said I wouldn’t have to pay any early cancellation fees

The fact that ETC's were even mentioned seems to infer you suggested you were leaving ?

 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jab1
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Re: Extra £12 added to last bill

@MisterW I wonder if @clairej777 will find they have no service after 06/09?

John
MisterW
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Re: Extra £12 added to last bill

It'll show up earlier than that, if there is a cancellation cease, then Skys takeover order will probably fail

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jab1
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Re: Extra £12 added to last bill

True.

John
clairej777
Newbie
Posts: 8
Registered: ‎25-08-2023

Re: Extra £12 added to last bill

Me posting this has just confused me more. Plusnet have stated this is my last bill as I didn’t want to carry on the contract as it had increased too much. The date that plusnet will no longer be in service in my house is 06/09 and sky have said they will have my new internet sorted by 08/09. Anyway I guess I’m paying the extra on my bill
jab1
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Re: Extra £12 added to last bill

Does this latest bill say on it that it is a final one?

John