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New contract refund

Posts: 1
Registered: ‎02-04-2019

New contract refund

Hi all

I am moving out of my current property and am out of contract so asked a housemate to switch us to Plusnet (already being with Plusnet but you can't change the name on a contract so we just had to 'switch').

My Plusnet broadband cost £38.99 since it was out of contract and was last charged on the 1st of April, but my housemate has already been charged a full month upfront and the contract switched over on the 28th of March!

Since both contracts are a "pay up front" type deal, it appears we've paid twice somewhere, unless I'm misunderstanding. Could someone clarify?

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 594
Fixes: 29
Registered: ‎06-08-2018

Re: New contract refund

Hi @kn100


Thanks for getting in touch regarding the closure of your account and I am sorry if this has seemed confusing.

When you closing your account your billing still continues up to that date. The reason why this happens is should there be any issues with your orders then your service can continue so that you do not go without. Once your account closes we calculate how much you paid and issue a pro-rata refund for any amount overpaid. This is displayed on your accounts final closing invoice which is generated within 20 days of your account closure.


I hope this is helpful and please feel free to get in touch should you have any questions.