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Renewed monthly broadband contract but online account shows wrong amount

FIXED
cjags
Aspiring Pro
Posts: 508
Thanks: 24
Fixes: 4
Registered: ‎31-08-2007

Renewed monthly broadband contract but online account shows wrong amount

I renewed my broadband contract for 18 months starting 4 April 2023 and was given £25.99 as the monthly amount.  I have the plusnet email through saying my new contract has started but when I check online, it says my monthly amount is £26.63 not £25.99

Why?

 

8 REPLIES 8
cjags
Aspiring Pro
Posts: 508
Thanks: 24
Fixes: 4
Registered: ‎31-08-2007

Re: Renewed monthly broadband contract but online account shows wrong amount

Browsing the forum, it looks like this is a common theme where the dashboard prices aren't correct.

Hopefully the bill in a couple of weeks will be correct with all the adjustments....

csmith94
Plusnet Help Team
Plusnet Help Team
Posts: 377
Thanks: 144
Fixes: 27
Registered: ‎01-12-2020

Re: Renewed monthly broadband contract but online account shows wrong amount

Fix

Hi @cjags, thanks for reaching out over forums, I've dropped a quick email to let you know what I've done to get this sorted for you Smiley 

 Curtis Smith
 Plusnet Help Team
gidavies
Newbie
Posts: 3
Registered: ‎25-06-2023

Re: Renewed monthly broadband contract but online account shows wrong amount

I have a similar issue. My contract was ending so set up a new deal. "From 19/06/2023, your monthly subscription will be £25.99 for 18 months"... My account says my new bill for the coming month is nearly £40 though. Surely this needs updating. Appreciate the help!
ClaudiaG23
Plusnet Help Team
Plusnet Help Team
Posts: 326
Thanks: 132
Fixes: 21
Registered: ‎02-05-2023

Re: Renewed monthly broadband contract but online account shows wrong amount

Hey @gidavies, I've checked your account and everything has gone through correctly. Your online account may not have been updated yet but your next bill will be the new deal.

If this post resolved your issue please click the 'This fixed my problem' button
 Claudia Garner
 Plusnet Help Team
gidavies
Newbie
Posts: 3
Registered: ‎25-06-2023

Re: Renewed monthly broadband contract but online account shows wrong amount

Thanks for checking but I was just charged £39.76 still on my direct debit. Surely this is an error. Can the difference be refunded or credited to next month?
SammyM
Plusnet Help Team
Plusnet Help Team
Posts: 1,914
Thanks: 414
Fixes: 96
Registered: ‎22-01-2018

Re: Renewed monthly broadband contract but online account shows wrong amount

Ta for getting back to us and I'm sorry for the confusion. 

 

I have looked into this and provided more insight here, does this make sense? 

If this post resolved your issue please click the 'This fixed my problem' button
 Sammy M - Sheffield Team
 Plusnet Help Team
gidavies
Newbie
Posts: 3
Registered: ‎25-06-2023

Re: Renewed monthly broadband contract but online account shows wrong amount

Thanks Sammy.

I literally took out the new contract the day after the old one expired and it was a Saturday so it pushed it to Monday. And them I was billed an out of contract amount so I guess there would be some weird anomaly with the overlap. Thanks for looking into it. I'm happy to consider this matter resolved if this will be amended on my next bill. That's grand. Thanks again. Gareth.
SammyM
Plusnet Help Team
Plusnet Help Team
Posts: 1,914
Thanks: 414
Fixes: 96
Registered: ‎22-01-2018

Re: Renewed monthly broadband contract but online account shows wrong amount

It deffo will Gareth, you can see how our pro-rata bill works here; https://www.plus.net/help/my-account/your-broadband-bill-explained/ 

 

Get back in touch if you need any further help and have a fab weekend!!

 

If this post resolved your issue please click the 'This fixed my problem' button
 Sammy M - Sheffield Team
 Plusnet Help Team