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Line Rental Saver creating billing issues ... again

MartynGV
Hooked
Posts: 6
Thanks: 3
Registered: ‎03-11-2018

Line Rental Saver creating billing issues ... again

For the second year running paying in advance for the LRS has created issues with my account. I have copied and pasted last years comments as they are as relevant now as they were then.

"I have made my Line Rental Saver payment but there isn't a Line Rental Saver invoice on my account to match to the payment. As a result of this my account is now hugely in credit and this credit is reducing as it is used to clear my Plusnet Unlimited Broadband monthly charge.

This is all proving to be very frustrating and I hope that my account can be put in order. I have always been very happy with the service I have received from Plusnet and hope that this is just a blip."

I have to say that I am very disappointed to be facing this issue once again. I hope it can be quickly resolved.

 

8 REPLIES 8
jgb
Pro
Posts: 257
Thanks: 208
Fixes: 4
Registered: ‎01-08-2007

Re: Line Rental Saver creating billing issues ... again

@MartynGV 

I am in exactly the same position. Whilst the CS staff have this is hand via a ticket on my account, it is disappointing to say the least that Plusnet clearly did not sort things out properly last year to prevent the recurrence this year.

Plusnet Help Team
Plusnet Help Team
Posts: 7,524
Thanks: 808
Fixes: 317
Registered: ‎01-01-2012

Re: Line Rental Saver creating billing issues ... again

Sorry to hear this @MartynGV and @jgb

As you're both aware we're looking into this and working on getting this resolved

Apologies for any inconvenience this has caused

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
MartynGV
Hooked
Posts: 6
Thanks: 3
Registered: ‎03-11-2018

Re: Line Rental Saver creating billing issues ... again

Can you update me on this please as I've heard nothing from you other than a response here. Matthew Wheeler stated "As you're both aware we're looking into this and working on getting this resolved" ... unfortunately, I'm not aware of anything that's being done as no one has been in touch.

As someone who has worked in finance and accounting for far too many years(!) I can't comprehend why this issue hasn't been very quickly resolved. 

ADCO
Newbie
Posts: 4
Thanks: 1
Fixes: 1
Registered: ‎22-06-2019

Re: Line Rental Saver creating billing issues ... again

I too have this issue which has still not been resolved. I raised a ticket  #195829282 on November 5th. regarding Octobers bill and now Novembers bill has also been taken from my LRS. Tickets get closed after 14 days despite there being no reply apart from the standard " we are looking into this". I'm really surprised that this is so difficult.

jgb
Pro
Posts: 257
Thanks: 208
Fixes: 4
Registered: ‎01-08-2007

Re: Line Rental Saver creating billing issues ... again

@ADCO 

I now have this issue for the second year. Last year it took three months to sort it, and obviously, as it has recurred this year, that was not a full and permanent fix.

My issue is being monitored by a member of the CS staff on an open ticket (which also dealt with other billing issues on recontracting). I do hope that ticket is not closed until this problem is permanently fixed.

Plusnet Help Team
Plusnet Help Team
Posts: 14,860
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Registered: ‎27-04-2007

Re: Line Rental Saver creating billing issues ... again

Hi all,

 

@MartynGV, @jgb really sorry that the issue is still ongoing, we are still working on it and we'll definitely let you know as soon as the issue has been resolved, as part of the work to fix this we'll re-activate the LRS contract for the remaining months.

 

@ADCO It seems to have been a different issue affecting your account's LRS details so I've forced that active for the remainder of the contract so that should take effect correctly on your next bill. I've added a personal ticket to your account so I can proactively check your next bill with you: https://www.plus.net/wizard/?p=view_question&id=196997139

 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
jgb
Pro
Posts: 257
Thanks: 208
Fixes: 4
Registered: ‎01-08-2007

Re: Line Rental Saver creating billing issues ... again

@adamwalker 

I certainly hope that the LRS contract continues to work for the remaining months  - it should run from 7 November 2019 to 6 November 2020. 

So far in this LRS period, it has "worked" for the first two bills on 7 November and 7 December and no monthly line rental has been charged. The problem is that the LRS payment has been applied as a credit to my account with no corresponding charge and so my account shows a large credit and no monthly payment for broadband etc., is being taken. Your colleague is continuing to monitor my account and is dealing wioth this matter via an open ticket on my account.

Ianro
Dabbler
Posts: 11
Registered: ‎23-08-2012

Re: Line Rental Saver creating billing issues ... again

Just going to bump this thread up again...

Yes, I’ve had this same issue for the last two years, LRS payment being incorrectly directed into my broadband bill, putting me massively in credit, while presumably my line rental has not been officially paid, but I do still have an active line to the house. I’ve had live support supposedly correcting this, but not. I’ve had a message (about two months ago) saying they’re sorting it out, but nothing’s changed yet. I’m still getting bills showing this credit situation.

As an aside I notice most other providers now don’t charge line rental separately and I wonder if there was an attempt by PN to do the same, but the finance technology let them down?Huh

It’s all very weird, but while everything’s working and I’m effectively getting free line rental I’m not going to bail out.

Ian