This has happened to many of us over the years. Plusnet's has a crazy scheme of giving discount(s) instead of quoting a price and sticking to it. Add this to an appalling accounts system and you have a recipe for chaotic billing and angry customers until the long-suffering staff can sort things out -- which they always did eventually.
We have always enjoyed excellent BB/phone service and the staff were pleasant, friendly and helpful when we call them to haggle over each new contract, but the accounting thereafter ... we've learned to love PN for its eccentricities. We see it as the Fawlty Towers of the broadband world, and we'll be very reluctant to change.
