Unlimited Fibre Extra Discount

[#1]

Would appreciate if someone could look into this for me as live chat couldn't help and I can't get through to Customer Service by phone.

I joined Plusnet at the start of 2020 and my welcome email said my Unlimited Fibre Extra payments would be as follows: 

•Between months 2-18: £8.00  (Includes Unlimited Fibre Extra Discount)

•From month 19 onwards: £20.99 

I pay for line rental in advance using Line Rental Saver, and my monthly payments in 2020 were as per above until I moved home in the middle of the contract.

I am still on the same broadband package but since moving home my bills have been for more than £8.00 per month.

Can you please help to advise why my Unlimited Fibre Extra Discount is no longer being applied at my new address?

Thanks

[#2]

@davydun  Welcome to the forum.

I guess the question has to be: Did you pay the £65 house move fee and continue your existing contract or did you start a new contract?

[#3]

@Baldrick1 Thank you for your welcome message.

I didn't pay the £65 move fee, instead I was offered a new 18 month contract.

Following the initial phone call I received an email from the Support Team handling the move that states:

8.00 per month for 18 months on a new 18 month contract and then 20.99 thereafter. 

My bills since the move have been £20.99 per month with a higher bill over £30 the month following the move.

I would be grateful if someone could please check why the stated rates in my confirmation email where not applied.

Thanks

[#4]

Hi @davydun,

I have looked into your account to find out what has happened and left a ticket on your account to advise what has happened. You can find the ticket here.

It has also been sent to your emails as well if you have any issues accessing the ticket.