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Incorrect billing

Posts: 1
Registered: ‎20-07-2021

Incorrect billing

Hi Plusnet


I have recently moved house and moved my Plusnet package to my new property. Unfortunately I have had no end of problems with this including a significantly delayed transfer, poor wifi and now I have been incorrectly billed.


When I discussed and agreed to transfer my package the following was agreed:


Broadband Package/Price: Unlimited fibre broadband £3.70

Phone Package/Price: Line rental £20.29 per month

Line Activation Cost: Waived


I have actually been charged in total £37.10 with the following breakdown:

Line rental £-8.79

Line rental £3.54

Line rental £4.95

Line rental £21.22

Unlimited fibre £-7.03

Unlimited fibre £2.83

Unlimited fibre £2.26

Unlimited fibre £16.98

Promotional discount £5.86

Discount £-4.72


In total this equates to £20.92 line rental, £15.04 unlimited fibre and £1.14 charge for "discount"?! In total we have been billed £37.10, which is not the £23.99/month I was quoted.

Please can you arrange a refund as soon as possible and ensure my next bill is correct.

Community Gaffer
Community Gaffer
Posts: 26,533
Thanks: 10,211
Fixes: 1,596
Registered: ‎21-04-2017

Re: Incorrect billing

Thanks for your post @rosewood21 and welcome to our Community Forums.

I'm really sorry to see the mess we've made of your bill and the problems you've had getting broadband at your new address.  I've looked into this for you and I've added a reply onto a support ticket you can view by logging into your account and going Here which I hope helps.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi