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Upgraded to Fibre and missing discount

brookheather
Rising Star
Posts: 93
Thanks: 18
Registered: ‎02-02-2016

Upgraded to Fibre and missing discount

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

FTTP + pfSense + Asus RT-AC67U AiMesh
10 REPLIES 10
Plusnet Help Team
Plusnet Help Team
Posts: 418
Thanks: 55
Fixes: 20
Registered: ‎06-08-2018

Re: Upgraded to Fibre and missing discount

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

If this post resolved your issue please click the 'This fixed my problem' button
 Warwick
 Plusnet Help Team
brookheather
Rising Star
Posts: 93
Thanks: 18
Registered: ‎02-02-2016

Re: Upgraded to Fibre and missing discount

Thanks - PM sent.

FTTP + pfSense + Asus RT-AC67U AiMesh
Plusnet Help Team
Plusnet Help Team
Posts: 418
Thanks: 55
Fixes: 20
Registered: ‎06-08-2018

Re: Upgraded to Fibre and missing discount

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.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Warwick
 Plusnet Help Team
brookheather
Rising Star
Posts: 93
Thanks: 18
Registered: ‎02-02-2016

Re: Upgraded to Fibre and missing discount

@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

FTTP + pfSense + Asus RT-AC67U AiMesh
Plusnet Help Team
Plusnet Help Team
Posts: 354
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Registered: ‎02-05-2017

Re: Upgraded to Fibre and missing discount

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

If this post resolved your issue please click the 'This fixed my problem' button
 Alice Baillie
 Plusnet Help Team
brookheather
Rising Star
Posts: 93
Thanks: 18
Registered: ‎02-02-2016

Re: Upgraded to Fibre and missing discount


@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


My discount is £10 not £8.71.

FTTP + pfSense + Asus RT-AC67U AiMesh
Plusnet Help Team
Plusnet Help Team
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Registered: ‎23-01-2018

Re: Upgraded to Fibre and missing discount

Hi brookheather@

 

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

 

Kind Regards

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 OllieC
 Plusnet Help Team
brookheather
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Posts: 93
Thanks: 18
Registered: ‎02-02-2016

Re: Upgraded to Fibre and missing discount

@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.

FTTP + pfSense + Asus RT-AC67U AiMesh
Plusnet Help Team
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Registered: ‎26-03-2018

Re: Upgraded to Fibre and missing discount

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Superuser
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Re: Upgraded to Fibre and missing discount


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?