Overcharged bill

[#1]

Received notification from Plusnet on May 31st that my contract was expiring on July 2nd and the price would increase from £31.99 per month to £57.54 per month.

I was offered a range of upgrade options, so I ended up going for Full Fibre 145 and requesting an engineers appointment on June 26th, to enable the switch before the price increase.

I received a few notifications to state that Openreach had come out to do some preliminary work, and it seems like some issues have developed preventing them from completing what is required.

The install date got moved from June 26th to July 24th, and a further email was sent on June 30th so say there is another delay.

This has resulted in the product switch not occurring and me being billed over £60 in July, and as there has still been no update, it seems like this will be the same for August.

What can be done as I don't feel it is fair that I am being penalised for things out of my control, after taking all the necessary steps and giving plenty of time.

[#2]

I would phone up and point out what has happened and that remaining on the old service is as a result of a failure by Plusnet's suppliers (Openreach).

I'm fairly sure that you will get this sorted out.

I suspect (but it's just that) it would get sorted out automatically once the install is done but I think it's worth a call.

Plusnet billing is a month in advance so at the start of June (say) you pay for the month of June and the bill was generated in late May.

I believe there is no intention to overcharge but sometimes it takes a bit of sorting out.

[#3]

I would not worry too much about this.

Until you are on the new product, the new contract price does not apply, you will be billed in line with the existing contract’s terms, which is what has happened.

If you had a CONFIRMED installation date, then you will now be entitled to delayed installation automatic compensation which should more than cover the additional charges.  See…

Ofcom Automatic Compensation Scheme

Plusnet is signed up to the Ofcom Automatic Compensation Scheme - see Automatic Compensation FAQs. Plusnet will pay automatic compensation in the following circumstances:

1. Delayed activation of your broadband and/or landline service
2. Delayed repair following a total loss of service
3. Missed appointments

For compensation to be paid (as a credit to your account), you must have a CONFIRMED date for the failed activity. Compensation is credited within 30 days following the resolution of the issue giving rise to the claim.

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no activity after the due date, contact support.

Note: Outages arising from a Major Service Outage (MSO) event need to be processed manually, so you might need to contact support.

If the date you were given was a PROVISIONAL date then things are a bit murky and you will need to seek a good will gesture.