Problem with Billing + Introductory Offer

[#1]

Hi
I joined Plusnet in May time - ish on the value broadband package with line rental/calls.  When I signed up there was an introductory offer available of free (or was it half price) line rental for the first six months, sorry I can't remember exactly.  Within the first couple of weeks of joining, it appeared that my estimated usage would be more than 10MB so I contacted Plusnet and upgraded to the 60MB deal.  It appears that my last bill I have been charged full line rental and, at no point when I upgraded to 60MB was I advised that this would change.  If it had, I would have just paid the extra amount it would have cost to go over 10MB (as I don't go over 10MB by much).
Can you help resolve this.
Thanks

[#2]

As I unerstand it, what should happen is that the value of the offer (e.g. £3.25 for half-price on a £6.49 per month product) gets deducted from the price of the upgraded product, this should be shown as a discount (i.e. the same discount as a monetary value, not 'half-price' on the more expensive product).

[#3]

Thanks for your reply.
I've just "googled" and I think the offer I signed up for was 6 months free internet but pay for my line rental/calls (I signed up mid-April).  Clearly I would only qualify for £6.49 (I think that's the right amount) for my value internet rather than the £11.49 but I'm being charged £11.49.  Hopefully the Plusnet rep will be along some time on Thursday to help me out with this.

[#4]

Yes, let a rep pick this up, you should get it sorted.

[#5]

Hi Helen,
I've just readded the discounts that were removed when the account changed, and have fed back on the agent who arranged that for you - he should have advised that the discounts would be removed (this is standard practice) and should have reapplied them himself once the account change was complete.
Hope that sorts things for you, really sorry about that.

[#6]

Thank you for that; will the discounts be backdated?

[#7]

Matt has added the same amount of discount's that had been removed after the account change, so you will receive all of the discount that you were entitled to.
So any that have been missed have been applied to future bills.