Too much to expect?

[#1]

19 years as a Plusnet customer but moving. Contract end date is the 6th, new provider taking over on the 9th. Is it too much to expect to be charged for the 3 days usage and not an extra full month?

[#2]

@Tench 

I expect you'll pay the full amount upfront and then receive a refund for the unused days. Note the 3 days out of contract will be charged at out of contract prices.

Brian

[#3]

@Tench 

 new provider taking over on the 9th

The problem is that is a 'planned' takeover date, it may be delayed for various reasons.

So since you are billed monthly in advance, the billing system will generate a bill for the complete billing month. 

Once your new provider completes the takeover, as @bmc says the billing system will generate a final bill (within 21 days) and issue a refund for the period from the actual takeover day

[#4]

MisterW/Brian, If this is the case they should say so in the termination email, this is what mine said, take note of the stated date:

If you'd still like to go ahead, then we hope to see you again soon. Here's what you need to know:

Your outstanding charges

Your contract ends on 06 Feb 2026.

As you're still within the minimum term of your contract, you'll have to pay any remaining contract charges.

If you switch your services on the date shown above your early termination charges would be £ 0.

Find out more about how this is calculated.

We'll send a final bill with any charges up to and including 09 Feb 2026. If you've paid too much, we'll refund you on your final bill.

Please don't cancel your Direct Debit. We'll do this automatically when the final bill is settled.

No mention anywhere of advance charges being taken past the 9th. I'm moving to BT, the parent company, they'll be fully aware the takeover date has been confirmed, not forecast. 

[#5]

No mention anywhere of advance charges being taken past the 9th. I'm moving to BT, the parent company, they'll be fully aware the takeover date has been confirmed, not forecast. 

If you've paid too much, we'll refund you on your final bill.

Takeover dates are never 'cast in stone' even moving between companies in the BT group. They will almost certainly depend on availability of an Openreach engineer on the day. If Openreach cancel the appointment or there are problems on the day then the takeover will get pushed back. This is particularly relevant for migrations to FTTP where the engineer can hit problems with running the Fibre and so the existing service remains active until the problems can be resolved.

[#6]

Your quote: If you've paid too much, we'll refund you on your final bill.

This is from the termination email in advance of the final bill. You're looking at the final bill in the screenshot I posted..

[#7]

You're looking at the final bill in the screenshot I posted..

No, that isnt the final bill! Its just a normal monthly bill for your billing period from 03/02 to 02/03 because your service is currently active. Once your takeover has completed , you will receive the final bill (within 21 days). Assuming your takeover does happen on the 9th, then the final bill will be a reissue of the current bill but with a refund of the charges for the period 09/02 to 02/03.  Since you would by then have paid that bill, there will also be a credit for that amount, so if effect you will get a refund.

[#8]

If that's the case that email is a clear as mud and needs revision. We'll see what happens.

[#9]

---

@Tench wrote:

If you'd still like to go ahead, then we hope to see you again soon. Here's what you need to know:

No mention anywhere of advance charges being taken past the 9th. I'm moving to BT, the parent company, they'll be fully aware the takeover date has been confirmed, not forecast. 

---

The point is that this email fulfils the Ofcom regulatory requirements to notify the user of the likely early termination charges (ETCs) should they still decide to leave.  It is NOT an advice of the charges to be billed up to leaving, at whatever date in the future.

Until a user leaves they will be billed as normal, for until leaving the final charges will not be known.   One has not left until the new provider has actually taken over the service.  For a whole host of reasons a planned date (no matter how "confirmed" that might appear to be) is just a plan until it happens.

I am sure folks would (not?) be delighted if having been notified of the 'confirmed' date, the current service provider just ceased the service on that date, regardless of the new provider having actually connected the new service, leaving the user with no internet connection at all.