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Signed up for Line Rental Saver but still getting charged like normal

butter103
Newbie
Posts: 8
Registered: ‎16-07-2014

Signed up for Line Rental Saver but still getting charged like normal

Hi all,
Got my first bill saying that my payment this month is £18.44...
However as I signed up for Line Rental Saver, you were supposed to have taken £158.37 as the initial payment and charge me £2.50 a month...
So it seems like I am not getting the saving of the Line Rental Saver so can someone please change this?

Thanks.
14 REPLIES
Community Veteran
Posts: 1,617
Thanks: 22
Registered: ‎29-06-2010

Re: Signed up for Line Rental Saver but still getting charged like normal

Could there be some phone call charges included - check you bill here.
butter103
Newbie
Posts: 8
Registered: ‎16-07-2014

Re: Signed up for Line Rental Saver but still getting charged like normal

No phone call charges at all. My house doesnt actually have a working phone plugged in lol.
Just checked and it's saying that im paying £15.95 line rental. Sad
And £18.44 is £2.49 + £15.95 exactly anyway. Just seems like as if I never even signed up for Saver, which I obviously did...
Community Veteran
Posts: 4,887
Thanks: 128
Fixes: 24
Registered: ‎14-07-2009

Re: Signed up for Line Rental Saver but still getting charged like normal

Quote from: butter103
Just seems like as if I never even signed up for Saver, which I obviously did...

Was the cost of the Line Rental Saver actually debited from your account or credit card?
butter103
Newbie
Posts: 8
Registered: ‎16-07-2014

Re: Signed up for Line Rental Saver but still getting charged like normal

No it was never debited.
You can see in my confirmation email though that is what I ordered.
I haven't chased it until now because I thought maybe Plusnet was just waiting until the first month to charge me.
Wheel_nut
Grafter
Posts: 886
Registered: ‎03-08-2007

Re: Signed up for Line Rental Saver but still getting charged like normal

This happened to me when I signed up and selected Line Rental Saver.
It appears that the LRS payment cannot be taken by DD and has to be charged to a Credit or Debit Card. Also, YOU have to initiate it manually using this page https://portal.plus.net/apps/linerental/saver/portal .
Community Veteran
Posts: 26,722
Thanks: 936
Fixes: 10
Registered: ‎10-04-2007

Re: Signed up for Line Rental Saver but still getting charged like normal

Quote from: butter103
No phone call charges at all. My house doesnt actually have a working phone plugged in lol.

You should get hold of a corded handset that you can plug in and check for noise on the line if you ever have issues with the broadband.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Signed up for Line Rental Saver but still getting charged like normal

Hi butter103,
Sorry to see the order for LRS didn't go through properly. If you wish to take out LRS then please use the link provided by Wheel_nut and let us know on here and we'll refund you the difference in Line Rental cost for this month.
Sorry for any inconvenience caused.
Wheel_nut
Grafter
Posts: 886
Registered: ‎03-08-2007

Re: Signed up for Line Rental Saver but still getting charged like normal

Hi Linn,
This would appear to be a bug in the Web order procedure. The Prpcedure allows you to pay by Direct Debit as long as you accept that there may be a delay of a couple of days while the DD Mandate is set up. Whereas you are able to take the first month's payment and Router P&P charge on the first DD payment, there appears to be a block on you taking the LRS payment of £155.
This is something that your Web Usability team should investigate.
Best regards, R
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Signed up for Line Rental Saver but still getting charged like normal

Thanks, Wheel_nut. I've flagged this to the Web Team to look into. It does seem odd that it would allow this to be the case as the initial payment for LRS should be taken via credit or debit card.
butter103
Newbie
Posts: 8
Registered: ‎16-07-2014

Re: Signed up for Line Rental Saver but still getting charged like normal

Quote from: Linn
Hi butter103,
Sorry to see the order for LRS didn't go through properly. If you wish to take out LRS then please use the link provided by Wheel_nut and let us know on here and we'll refund you the difference in Line Rental cost for this month.
Sorry for any inconvenience caused.

Hi there;
Sorry for the late reply. I've done everything through the link and I hope that's enough to get the difference refunded?
Also, thanks for supplying that link Wheel_nut Smiley

***Edit: Just seen the email saying that LSR will start from NEXT month. So will that be rewinded too or does it not matter?
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Signed up for Line Rental Saver but still getting charged like normal

Hi butter103,
I've sorted that out for you now and detailed it on Ticket: 90669963
butter103
Newbie
Posts: 8
Registered: ‎16-07-2014

Re: Signed up for Line Rental Saver but still getting charged like normal

Hi Linn K
There seems to be a bit of a mix up with the refund.
At this rate I'll be paying for 13 months of Line rental (£12.99 + £155.8Cool
That's not useful to me because I'll be moving out at the end of the year of the contract.
Could you not make LRS last 11 months, refund me the £15.95 instead and charge me £155.88? (Or refund the remaining £12.99 as you've already refunded me £2.96 I guess)
So that way I only pay for the 12 months of LRS as I expected?

Hope that isn't too confusing!
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Signed up for Line Rental Saver but still getting charged like normal

I've updated your account and added Ticket: 90677034 on there to explain this in full.
Sorry for any confusion.
gt94sss2
Newbie
Posts: 3
Registered: ‎23-12-2014

Re: Signed up for Line Rental Saver but still getting charged like normal

Quote from: Linn
Thanks, Wheel_nut. I've flagged this to the Web Team to look into. It does seem odd that it would allow this to be the case as the initial payment for LRS should be taken via credit or debit card.

I'm afraid this is still happening. My family have just joined Plusnet and found the same (Question #96537777) purely by chance as I happened to check the bill.
Have activated Line Saver now and asked for the period to be backdated to when my line rental switched to Plusnet. However, I always thought that one of the points of direct debits was that they could cope with changing the amount collected each month..
Regards
Sunil