Plusnet Bill Overcharge

[#1]

New contract started in June, contract for £29.50 per month, but for the last 2 months I have been charged £56.38. I had thought that the initial high charge was due to changing of contracts so disregarded it, but I've been charged the same again.

[#2]

@Minipep Call Customer Support tomorrow. Effective staff response on here is non-existent.

[#3]

@Minipep 

Is the new contract for the SAME service or for a switch to FTTP?  If a new FTTP service, has it been installed yet?  The new contract price will not be levied until the new service is provisioned.

This is a frequent misunderstanding, the contract (and its price) is not a subscription for generic service provision from the point of agreement, it is for a specific service product from the date that service is commissioned.  You would not be the first to have signed a new contract for FTTP only to find that BT Openreach have issues installing the service.  The existing service product then goes into out of contract billing ... at a much higher rate.

If you had a confirmed activation date which has been missed, then you should get automatic compensation for a delayed installation, which will more than cover the higher charges.  If you did not have a confirmed date (just a planning date) the automatic compensation scheme will not apply.  There will need to be a discussion with the business to seek a good will adjustment of fees.

If there is no change of product ... then something has gone wrong ... as per @jab1 's advice, call support.

You might also find helpful information in your ticket history - see the link below.

[#4]

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@Townman wrote:

If you had a confirmed activation date which has been missed, then you should get automatic compensation for a delayed installation, which will more than cover the higher charges.  If you did not have a confirmed date (just a planning date) the automatic compensation scheme will not apply.  There will need to be a discussion with the business to seek a good will adjustment of fees

Earlier this month I was without Broadband or a landline phone for more than a week when transferring my account away from Plusnet  due to Openreach making a major error. Plusnet disconnected my FTTC + phone service before my new fibre installation from the new supplier was complete.

I had also previously lost the phone connection for a week back in May. I originally switched from Plusnet in early June but it was  three months before the connection transfer was complete, during which time I was paying plusnet out of contract prices.

When I phoned Plusnet and asked why I hadn't received any compensation for these outages I was told it was discretionary.

As I am soon to be an ex-customer, I can't see Plusnet having much goodwill. Even though Openreach were the main culprits I believe responsibility is down to the ISP which makes it tricky when an outage occurs during a switchover.