PN update on billing problems

[#1]

l received the below email from PN on the 3rd September in it it suggested l may get my bill within the month if not you would give a email update.

No bill received so please advise promised update.

from PN

We want to apologise for the continued delay you’ve had in waiting for your next bill from us. We’re still working to resolve the issues that have prevented us from sending an up-to-date bill, and we’re hoping to be able to send it out to you within the next month. We’ll be in touch with you if it will be longer.

We want to reassure you that when you receive your bill, it will only contain charges for a maximum of your last three months of service and usage – if it is longer than three months since your last bill then please be reassured you won’t be charged for the full period.

There is a possibility that when we release your bill, it will coincide with your normal billing date. Because you pay for each month in advance, your bill may contain up to three months’ worth of backdated charges, plus the fee for your upcoming month. As a reminder, your normal bill date is the 6th of each month.

We're sorry for the time it's taking to fix this issue, we know it's not the service you expect from Plusnet but we're working hard to put things right. There’s nothing you need to do, and your broadband and associated services will continue as normal. If you do have any questions at all please get in touch on 0800 432 0200.

Best wishes,

Team Plusnet

[#2]

Hi @BERTJ

I'm really sorry to hear you haven't received an update as of yet. Unfortunately, we wouldn't be able to provide one for you as we are not the billing department and this is a back end issue. Once there is an update available they will be back in touch via ticket/email or send you the invoice with the 90 days payment request. 

Kind Regards

[#3]

lf its your billing department can you request they respond to my question regarding when bills will be issued.

Apart for no bills since March your other departments cannot activate my bt sports app because my account is currently frozen.

[#4]

I'm really sorry @BERTJ but they won't be able to provide a timescale for you. 

We were previously advised to gather examples of this situation but they have advised it is no longer required. They are aware of the accounts affected and are working as fast as they can to resolve the issue. 

Again, we're really sorry for any inconvenience caused. 

Kind Regards

Ollie 

[#5]

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@OllieC wrote:

I'm really sorry to hear you haven't received an update as of yet. Unfortunately, we wouldn't be able to provide one for you as we are not the billing department and this is a back end issue. Once there is an update available they will be back in touch via ticket/email or send you the invoice with the 90 days payment request. 

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There must be a route to raise a legitimate question against a Plusnet response.  Please escalate using an appropriate channel - manana is not a realistic option.

Superuser citation

This topic has been cited by one of the Superusers; the purpose of which is to provide a note for information which might help to focus continued discussion (but might not result in a staff response).

[#6]

Hi @MauriceC

There isn't a direct line of communication for this otherwise we would provide the information as soon as we can.

Suspended billing fixes have been a little bit at random which is why we can't provide a lead time as we can't see in which order they are working them. 

Kind Regards

Ollie 

[#7]

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@OllieC wrote:

Hi @MauriceC

There isn't a direct line of communication for this otherwise we would provide the information as soon as we can.

Suspended billing fixes have been a little bit at random which is why we can't provide a lead time as we can't see in which order they are working them. 

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This is true and the SU's are aware of the steady progress being made, but going back to the OP

"We want to apologise for the continued delay you’ve had in waiting for your next bill from us. We’re still working to resolve the issues that have prevented us from sending an up-to-date bill, and we’re hoping to be able to send it out to you within the next month. We’ll be in touch with you if it will be longer."

It's the bit in RED which is in currently in doubt and in need of an update from "The Plusnet team."

[#8]

So are PN going to give regular updates good or bad as promised by email to all affected customers?

Or is this just another hollow promise from PN .

Come on PN make us feel proud as you promise customers.

[#9]

Hi @BERTJ 

Whilst I can appreciate where you are coming from, repeating the same thing that it isn't fixed yet, wouldn't be beneficial. We have notified those that we can that they will receive a notification when it's fixed or an invoice when the suspension is lifted. 

You advised that you received a notification 'We want to apologise for the continued delay you’ve had in waiting for your next bill from us. We’re still working to resolve the issues that have prevented us from sending an up-to-date bill, and we’re hoping to be able to send it out to you within the next month. We’ll be in touch with you if it will be longer.'

As of yet, we haven't received communication that there are continued delays other than some customers mentioning this via social media and community, that the bill hasn't been generated. We are aware that they are trying to fix/unsuspend in waves but we are not privy to this information and when it will be for specific people. 

You are currently receiving a working service that you are not being billed for and when you are, this will only be for 90 days of service. We really appreciate your patience in this matter but I'm afraid we are unable to provide any fresh information regarding this. Please await further contact and should you require further assistance with any other queries, please feel free to give us a shout. 

Kind Regards