Problem with account update to new deal

gawryolek · ‎25-09-2025

hello,
I paid out of contract fee, even tho i clicked to update contract and get new deal 17 days prior to it's yet plusnet still didn't update it on time in my records.

Timeline:
1. 16th Aug: got email that my contract ends in September 17th and to avoid high rate charge im supposed to do new deal.

2. 31st Aug: i logged in, clicked new deal.

3. 31st Aug, got email confirming my new deal details.

4. 17th Sep i get email saying that i will be charged £61.71

5. I log in to my account and see this error on top of page: An error has occurred You can't change your products for the moment, you already have a product change in progress.
Which clearly means i did click the deal update.

6. So after 17 days of me choosing new deal plusnet still didn't process it.

7. 24th Sep i was charged £61.71. which is over 30 pounds of what i was supposed to be paying. It's one week worth of food for me.

Worst thing is i can't even call support... I went through thyroid surgery recently and i can barely whisper.

Any ideas?

Townman · ‎22-08-2007

Hi @gawryolek

A warm welcome to the forums ... hope you recover quickly.

Changes near the end of a contract can be stormy and is very much predicated on the nature of the "upgrade". The communications you report simply advise of the new terms, but do they indicate from when the new terms are applicable.

One common source of confusion is where a user "upgrades" from FTTC (or SoGEA) to FTTP. The new rate is not applicable until the FTTP service is installed.

Have you received confirmation that the service change has been implemented? There is some possibility that the order failed and the service change has been delayed - try inspecting the tickets on your account. Use the link below.

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

bmc · ‎28-02-2017

@gawryolek

As you're unable to call support you'll have to wait until a staff member picks up on this thread and responds.

Could be a couple of days.

Brian

gawryolek · ‎25-09-2025

Hi, thank you.

It looks that after i posted this they had opened a ticket to solve it. I was given some refund as well. They said it was error on their side.

Now i see my new contract details on login website and no errors there.

Regards