Incorrect Contract Dates
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Incorrect Contract Dates
03-04-2019 2:26 PM
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Very long term PN phone & BB patron, very few issues over the years and have always received excellent technical support when required.
Negotiated a new, 1 year contract on 30/11/18 which included paying line rental in advance, start date was next billing period, 28/12/18.
To expectation, monthly bill was up & down for a few months as my previous line rental in advance had expired, all sorted by January 19 to the terms of my new contract, no monetary issues outstanding.
However, my new contract is listed as starting 28/12/19 to 27/12/20, very obviously a year in advance.
Contacted chat line, then raised a support ticket to address, kept ticket alive by responding to all support team communication which appeared to annoy some of the team, however, issue was not fixed and the ticket was closed out, can't access any of the ticket history (at any time scale) but have retained copies of all the dialogue for reference.
Raised a further ticket at the end on March which was initially responded to, issue acknowledged and a fix promised, this has not happened to date, keeping ticket live and still awaiting further response.
Last advice I received was my contract was being reset to 8 months which would leave end date at 27/12/19 as per original contract agreement made on 30/11/18, my site home page contract dates remain incorrect !
Re: Incorrect Contract Dates
03-04-2019 3:25 PM
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Re: Incorrect Contract Dates
03-04-2019 4:04 PM
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Many thanks for the very prompt response, much appreciated.
Sounds like a good result, will respond on ticket and keep this thread open until confirmed at my next billing date.
Re: Incorrect Contract Dates
03-04-2019 4:12 PM
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You're very welcome @tiffy. By all means if you have any issues moving forwards please do let us know and we'll happily look to hopefully resolve them.
Re: Incorrect Contract Dates
28-04-2019 3:19 PM
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Well, next billing date has arrived and I remain on a 1 year contract which starts on 28/12/19 and ends on 27/12/20, see previous posts.
More worrying, no sign of a bill for the period, has alway appeared in the early hours of 28th. with notification via e-mail, hope I have not now joined the many customers who are not receiving monthly bills !
By ticket is still open, was on hold until 07:00 hrs this morning (28th.), is now marked off hold and "awaiting further action".
Was quite surprised and shocked to find the huge number of new forum entries on this topic since my last entry a month ago.
Please advise.
Re: Incorrect Contract Dates
28-04-2019 5:52 PM
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@tiffy see you next month
Re: Incorrect Contract Dates
28-04-2019 7:35 PM
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Yes, it's certainly beginning to look that way, hopefully a staff member will advise further tomorrow.
As a very long term PN patron, BB & phone, I have always had very good service and support when needed, I would currently be reluctant to leave, however, their billing system is getting beyond a joke since the "upgrade" towards the end of last year, there are so many people involved and PN would appear to be incapable of putting it right at present, will certainly be a big factor when contract renewal date comes around again, that is if PN's version and my version of renewal date can ever be reconsiled !
Thankfully, I have snapshot/e-mail records of all communication since last contract negotiation date to present, previous tickets history has "disappeared" when unresolved tickets have been closed out, if it ever came to the crunch I could certainly put up a well documented case to OFCOM.
However, not at that stage yet and I eagerly await further input from one of the very helpful staff members.
Re: Incorrect Contract Dates
29-04-2019 8:20 AM
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Re: Incorrect Contract Dates
29-04-2019 9:53 AM
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Hi EmilyD,
Many thanks for your prompt response, much appreciated.
I have seen the details of your response within the new ticket opened, I'am sorry to learn that I now appear to have joined the not so exclusive group of patrons in the "stuck bill" club, I await resolution !
As previously stated, I have no current wish to leave Plusnet as I have always been happy with the service and technical support, lets hope that the billing and contract date issue can be resolved soon as it obviously will be a major factor @ the next contract renewal date for myself and indeed many other loyal PN patrons.
Re: Incorrect Contract Dates
29-04-2019 10:50 AM
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