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Incorrect cancellation charges shown on account ?

Superuser
Superuser
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Registered: 30-07-2007

Incorrect cancellation charges shown on account ?

It's not urgent, but could a CRT member have a look at my account and explain the early termination charges. I have just (today) moved my phone over to PN, paid line rental in advance, and agreed a new contract for BB. My account shows an early termination charge of £82.80 which appears to be £6.90/month whereas my confirmation email says £4.30/month. The £4.30/month would appear to be the correct amount according to this http://www.plus.net/info2/legal/price_guide.html . So perhaps someone could explain how the differing amount is arrived at ?
36 REPLIES
Plusnet Help Team
Plusnet Help Team
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Re: Incorrect cancellation charges shown on account ?

Morning MisterW
Good question. I'm speaking to someone in billing about this for you now. Please can you PM me your username as I cannot find your account anywhere.
Many thanks
Alex Smiley
If this post resolved your issue please click the 'This fixed my problem' button
 Alex D
 Plusnet Help Team
Superuser
Superuser
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Re: Incorrect cancellation charges shown on account ?

Alex,
Thanks for picking this up. Smiley
PM sent. Although I always understood that the username was linked to the forum account. ?
Plusnet Help Team
Plusnet Help Team
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Re: Incorrect cancellation charges shown on account ?

Many Thanks MisterW.
I'm not sure why it's not working but I'll be looking into that shortly.
I'm waiting for billing to get back to me about your cancellation fees now.
Thanks
Alex
If this post resolved your issue please click the 'This fixed my problem' button
 Alex D
 Plusnet Help Team
Plusnet Help Team
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Re: Incorrect cancellation charges shown on account ?

Hey MisterW
Found out what the issue is. Your total cancellation fees (should you cancel now) would be £51.60 (+ cessation fee is applicable). This is because you paid for Line Rental Saver and as such, only pay for the broadband cancellation fees.
Because the account has both phone and broadband, it's automatically added the higher cost however should you cancel, the correct fee would be manually adjusted.
I'm sorry about the confusion caused there. I hope this helps.
Many thanks
If this post resolved your issue please click the 'This fixed my problem' button
 Alex D
 Plusnet Help Team
matl
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Posts: 18
Registered: 24-10-2014

Re: Incorrect cancellation charges shown on account ?

Quote from: MisterW
It's not urgent, but could a CRT member have a look at my account and explain the early termination charges. I have just (today) moved my phone over to PN, paid line rental in advance, and agreed a new contract for BB. My account shows an early termination charge of £82.80 which appears to be £6.90/month whereas my confirmation email says £4.30/month. The £4.30/month would appear to be the correct amount according to this http://www.plus.net/info2/legal/price_guide.html . So perhaps someone could explain how the differing amount is arrived at ?

I'm in a similar position (moved broadband and phone to Plusnet and paid LRS) but for me the early termination charge shows as £62.70 upon cancellation. Maybe they are using a random number generator?
Superuser
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Re: Incorrect cancellation charges shown on account ?

Quote
Your total cancellation fees (should you cancel now) would be £51.60 (+ cessation fee is applicable
Not that I have any plans to cancel, but that sounds about right Alex i.e 12 * £4.30. I still can't rationalise the original £82.80 but I'll just quit whilst it's in my favour I think... Smiley
@matl,
Quote
Maybe they are using a random number generator?
It's called the PlusNet billing system Roll eyes
Plusnet Help Team
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Re: Incorrect cancellation charges shown on account ?

Hi matl,
It will be the same issue. I promise we don't use a random number generator but I can see why you'd think that.
Let me know if I can help Smiley
@MisterW
I totalled £81.60 (£51.60 + Cessation fee) but it still didn't work out.
Sorry about this. Glad it's sorted Smiley
If this post resolved your issue please click the 'This fixed my problem' button
 Alex D
 Plusnet Help Team
Superuser
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Re: Incorrect cancellation charges shown on account ?

Quote
I totalled £81.60 (£51.60 + Cessation fee) but it still didn't work out.
It IS a random number generator then Wink . The cessation fee is shown separately on the account so it can't be that Alex. As I said, I've been with PN for a while now and have no intention of cancelling, but to a new customer these sort of things are concerning.
gofaster
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Re: Incorrect cancellation charges shown on account ?

This was reported a couple of months ago http://community.plus.net/forum/index.php/topic,130844.msg1146588.html#msg1146588 and it's still broken
Superuser
Superuser
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Re: Incorrect cancellation charges shown on account ?

@gofaster,
Thanks for that, I'd not noticed that at the time. It does beg the question as to why Alex wasn't told by billing that it was a problem currently under investigation.
Maybe Alex could find out what the current status of the problem ( 82656 ) is, since it's obviously not fixed.
@mods, Should this thread be merged with the existing one perhaps, since it's obviously the same problem ?
matl
Dabbler
Posts: 18
Registered: 24-10-2014

Re: Incorrect cancellation charges shown on account ?

Quote from: alexdevine
Hi matl,
It will be the same issue. I promise we don't use a random number generator but I can see why you'd think that.
Let me know if I can help Smiley
@MisterW
I totalled £81.60 (£51.60 + Cessation fee) but it still didn't work out.
Sorry about this. Glad it's sorted Smiley


Alex
Thanks for this. However I'm now more confused.
£62.70 works out at £5.225 per month for 12 months, £5.70 per month for 11 months or £6.27 per month for 10 months. I can't see how this ties up with any of the numbers in the price guide.
If I understand the situation correctly if I cancelled (which I'm not planning to do) I would be charged:
Broadband : £4.30 per month for each remaining month of the 12 month term.
Phone : £0.00 (although I would not get a refund for the unused period of the prepayment)
Evening and weekend calls : Huh
Caller Display : Huh
A further £30.00 would be charged if broadband was treminated in the first 12 month, but not on migration to another provider or on cancellation outside of the 12 month minimum contract.
Please could you confirm my understanding and fiil in the missing items?



Community Veteran
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Re: Incorrect cancellation charges shown on account ?

I can answer this one
Quote
A further £30.00 would be charged if broadband was terminated in the first 12 month, but not on migration to another provider or on cancellation outside of the 12 month minimum contract.
Superuser
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Re: Incorrect cancellation charges shown on account ?

I have another threepennyworth to throw into the mix...
In the case where someone is on a £2.50/month deal for BB with a 12 month contract, surely any early termination charges can't be more than the remaining cost of the contract. Wouldn't that be unfair contract terms? See OFCOMs guide here http://stakeholders.ofcom.org.uk/binaries/telecoms/policy/addcharges.pdf paras A1.69 through A1.79
Community Veteran
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Re: Incorrect cancellation charges shown on account ?

I don't know if it is unfair but it is certainly very odd as I found out with my present retention deal
Even odder is that my cancellation charges would reduce if I took Anytime Calls off and that doesn't affect the contract as it isn't part of it