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Line rental billing error

chris1231
Hooked
Posts: 5
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Registered: 2 weeks ago

Line rental billing error

Hi, hoping support visit here every so often since the phone lines are closed, chat is unavailable and you apparently can not email or raise a ticket.

 

My Feb bill has arrived and apart from being a mess (3 entries each for broadband, line rental and discounts) my bill looks to have included a line rental charge bringing the total to £34.93 (typical month is around £20). I paid for a year of line rental up front on 18/10/20 so I should not be paying for this again until October.

 

Can someone look into this and let me know what is going on?

 

Thanks

9 REPLIES 9
jab1
Seasoned Hero
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Registered: ‎24-02-2012

Re: Line rental billing error

Welcome to the forums, @chris1231 . If you post a screenshot of the breakdown, maybe a fellow customer could try and decipher it. The chance of the Help Team appearing on here is remote at the moment.

John
chris1231
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Registered: 2 weeks ago

Re: Line rental billing error

Hi, one break down below. I did renew in Jan so maybe that has something to do with the mess, although it does not explain the apparent over charge?

Thanks

image.png

jab1
Seasoned Hero
Posts: 5,981
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Registered: ‎24-02-2012

Re: Line rental billing error

@chris1231 That adds up correctly, but as usual with Plusnet invoices, it's as clear as mud. 😉

To try and make sense of it, can you post your NEW agreed contract, making sure you either redact or obscure any personal information?

 

John
chris1231
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Posts: 5
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Registered: 2 weeks ago

Re: Line rental billing error

Hi @jab1 

image.png

 

So from this (bearing in mind line rental is paid in full up until: 18/10/21) I make that the bill should be:

broadband: £8.70

line rental: £0

referal discount: £1.25

 

Monthly total: £7.45

 

However is looks like they are charging for multiple months of line rental?

 

Thanks

jab1
Seasoned Hero
Posts: 5,981
Thanks: 2,025
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Registered: ‎24-02-2012

Re: Line rental billing error

Looks like they've fouled up massively, @chris1231 . Do you mind if I have another look tomorrow morning - brain is a bit fogged tonight?

John
chris1231
Hooked
Posts: 5
Thanks: 1
Registered: 2 weeks ago

Re: Line rental billing error

No problem, just glad I'm not the only one confused by it.

jab1
Seasoned Hero
Posts: 5,981
Thanks: 2,025
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Registered: ‎24-02-2012

Re: Line rental billing error

Chris, I think the Broadband element/referral discount elements are correct - I'm sure my contract change back in March 2019 caused an equally confusing invoice, BUT, as you say they are for some reason trying to charge you line rental, when you have paid upfront - not unheard of, the accounting software appears to have been written by a dyslexic monkey.

My suggestion would be to ring Accounts as early as possible in the morning and ask them what they think they are playing at - providing you get an agent with brains it should be easy to sort.

As a point of interest, I had a bit of a foul-up back in 2019 when I re-contracted, but two phone-calls later it was all sorted. 

John
chris1231
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Posts: 5
Thanks: 1
Registered: 2 weeks ago

Re: Line rental billing error

Thanks @jab1 I'll give it a go. Like you say it seems unlikely customer support will be turning up on their forums any time soon.

 

I'll let you know how it goes.

Thrall
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Registered: ‎28-09-2020

Re: Line rental billing error

Out of interest how did you get on with this?