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Wrong charge for broadband

sc1945
Newbie
Posts: 2
Registered: 03-12-2013

Wrong charge for broadband

I signed up for the £2.75 a month unlimited offer, with line rental, for 12 months. My bill shows £9.99 a month for 24 months. What is going on? I also wanted to pay the line rental for a year  but the agent told me to wait.
7 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,260
Thanks: 198
Fixes: 62
Registered: 27-04-2007

Re: Wrong charge for broadband

Hi, Sorry if there's been any confusion, however that offer is just for new customers I'm afraid. As you've upgraded to unlimited from an existing account the correct monthly price would be £9.99
Regarding the line rental saver offer, that can only be added the month after a monthly payment for line rental has been taken, with that in mind you should be able to do that now. Any problems with that just let us know.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 26,678
Thanks: 900
Fixes: 10
Registered: 10-04-2007

Re: Wrong charge for broadband

If you upgraded online you'll be stuck with that price. People ringing the Customer Options Team to discuss their options are frequently given better offers.
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)
Superuser
Superuser
Posts: 6,474
Thanks: 590
Fixes: 49
Registered: 30-07-2007

Re: Wrong charge for broadband

Quote
I also wanted to pay the line rental for a year  but the agent told me to wait
Sounds like they did the upgrade over the phone...
Community Veteran
Posts: 26,678
Thanks: 900
Fixes: 10
Registered: 10-04-2007

Re: Wrong charge for broadband

I'd assumed that at first, but the way Adam posted led me to believe otherwise (if they had done it by phone surely he'd of been checking what was agreed).
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)
2u2me
Aspiring Pro
Posts: 313
Thanks: 76
Fixes: 2
Registered: 27-09-2013

Re: Wrong charge for broadband

Crazy having to ask for a MAC code before you can negotiate a new deal anywhere close to the offer given to new customers, but this seems the way forward, everything driven by stats, i.e. got to hit x number of new customers this year. Sad 
sc1945
Newbie
Posts: 2
Registered: 03-12-2013

Re: Wrong charge for broadband

The second bit of Adams' reply makes no sense. No payment for line rental has been taken. I keep getting misleading advice. i would like to go back to the position I was in before I spoke to a customer service person.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Wrong charge for broadband

Hi sc1945,
Sorry for the confusion here. Can I just be clear on what you've been offered?
Unlimited Broadband on a 24 Month Contract (£2.75 for 12 months & £9.99 for the following 12 months)
I assume the phone was your monthly Line Rental as opposed to the 12 Month Line Rental Saver that Adam was referring to?
Chris Pettitt
Cloud Environments Engineer