Upgraded to Fibre and missing discount

[#1]

I upgraded one of my accounts this month from BB to Fibre for £32.98 (inc. £10 discount) - I also have unlimited call plan for £8.  Just received my first bill four days after upgrading and my discount seems to be missing.  I have been charged £44.93 rather than £32.98 plus extra four days of Fibre for prior month.  Fibre went live on 9/1/2019 and my bill is produced on 13/1/2019.  Can someone please check the following breakdown?

Monthly Charge £44.93

Line Rental -£1.84

Line Rental £1.84

Line Rental £18.99

Discount -£0.04

Voicemail £0.00

Unlimited UK & Mobile £8.00

Plusnet Call Protect £0.00

Unlimited Broadband -£10.99

Unlimited Broadband £0.00

Unlimited Fibre £2.06

Unlimited Fibre £15.99

Discount £0.64

Caller Display £0.00

Unlimited Broadband £10.28

A breakdown of your monthly bill is as follows:

Unlimited Fibre Broadband: £5.99 per month for 18 months and then £15.99 thereafter
Line rental: £18.99 per month 
Unlimited UK and Mobile call plan: £8 per month

Total: £32.98 per month for 18 months on a new 18-month contract then £42.98 per month thereafter

[#2]

Hi @brookheather

Thanks for getting in touch and I am sorry if your invoice appears incorrect.

At first glance it does appear to be wrong but would you be able to send me a private message with the username for the affected account and I will have a look into this for you.

Thanks

[#3]

Thanks - PM sent.

[#4]

Hi @brookheather

Thanks for sending those details over. I have updated the support ticket for you here with full details for you.

Apologies and if you have any further questions feel free to get in touch.

[#5]

@Warwick Hi - I've just checked this months bill and again you haven't applied the discount - please fix this properly - I don't see why I should have to ask for a manual refund each month!  This is how the bill looks this month - no discount.

Line Rental £18.99 Discount -£0.04 Voicemail £0.00 Unlimited UK & Mobile £8.00 Plusnet Call Protect £0.00 Unlimited Fibre £15.99 Caller Display £0.00

[#6]

Hi @brookheather, thanks for getting back in touch.

I am sorry to hear your invoice is incorrect again. I've taken a look into this an provided an update here for you.

Regards

[#7]

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@abails0105 wrote:

Hi @brookheather, thanks for getting back in touch.

I am sorry to hear your invoice is incorrect again. I've taken a look into this an provided an update here for you.

Regards

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My discount is £10 not £8.71.

[#8]

Hi brookheather@

I have reviewed my colleagues correspondence and provided an update for you here

Kind Regards

[#9]

@OllieC once again my bill is incorrect this month - the discount is STILL not being applied - why should I have to raise a request every month for you to pay me back?  Also you have NOT refunded me for the missing discount for last month as you said you would.  This is a complete shambles from PlusNet.

[#10]

Hi @brookheather,

I'm really sorry to heart that you've experienced this issue. I've reviewed your account this afternoon and raised a ticket concerning this matter, which can be viewed here.

[#11]

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Thanks @TheMightyAJ   but this is just a repeat of the platitudes given in previous responses.  What is adding yet another ticket to an already overflowing pile going to achieve in getting a clear resolution of the core problem.

Time for a new approach?

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