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Taking payments before due date! Grrrrrrr...

BabaOsw
Dabbler
Posts: 19
Registered: ‎28-12-2012

Taking payments before due date! Grrrrrrr...

Has anyone else experienced attempted payment before due date?  Last month I recieved an email stating that it waould be taken before due date (1st of the month), fortunately payment was still taken the correct date.  But this month gone, i recieved an email saying it was going to be taken early and an attempt was made on the 27th - funds do not arrive at the account until the 28th (hence all bills go out on the 1st).  I have yet to recieve a reply from 6 week ago also from the other week.  Is this common practiceHuh Along with previous issues, constant drop-out and 'a weaker' signal, I can honestly say Plusnet has by far been the worse service i have ever ever experienced - and ive experienced some crap in my time.
So, i recieve an email, that i have to contact Plusnet again, to pay my bill - my account has now a £20 shortfall (charges), so £6.00 odd it is then?? Yeah?Huh
or less? Do I have to pay for the phone call?
Shocking...
6 REPLIES
Community Veteran
Posts: 1,100
Registered: ‎05-04-2007

Re: Taking payments before due date! Grrrrrrr...

There is a difference between been taken before the expected date (normally when it goes out) and the due date (when you are told it will debit). The latter is backed up by the DD guarantee and should be notified you in advance as per the T&C's
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Taking payments before due date! Grrrrrrr...

If you log into your Account at the member centre, you will see when your billing dates are. Your billing month starts on the same date each month that your broadband was activated. That's the day you get sent an email telling you how much will be taken by DD on or just after a date in 2or 3 days after that.
If you have a drop out and weaker signal on your line, that sounds like a line fault, which isn't Plusnet's fault. Plusnet cannot affect the wires between you and the exchange. If you can hear crackling or other noises on the line when using the phone, that would also confirm a line fault. If you pay line rental to Plusnet, then report the fault to them and they will arrange for it to be repaired.
I'm sure a member of the Digital Care Team (DCT) will take a look at your issues tomorrow (the DCT don't work weekends).
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 252
Fixes: 69
Registered: ‎27-04-2007

Re: Taking payments before due date! Grrrrrrr...

@BabaOsw
Having checked I can see that your invoice date is on the 27th, hence that's the date our systems request the payment to be taken. By their nature direct debit payments take a number of days to clear which is why you've seen then clear on a later date.
After checking your account I can't see any obvious issues that point towards a fault and as this graph shows the connection has been quite stable, however if you are experiencing issues I'd advise giving us a call or heading here to raise a fault: http://faults.plus.net
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13630123074859.png"/>
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
gswindale
Grafter
Posts: 942
Registered: ‎05-04-2007

Re: Taking payments before due date! Grrrrrrr...

Hi,
How are you connecting?  Are you using a wireless connection by any chance as I've found in the past with wireless than an older router is more prone to weakening signals & drop-outs.
It may be something as simple as changing the channel on your router - depending on where you live if you've got neighbours using the same channel; then if you are nearer to their router than yours then there could well be interference that way
BabaOsw
Dabbler
Posts: 19
Registered: ‎28-12-2012

Re: Taking payments before due date! Grrrrrrr...

The service has only been poor since the switch to Plusnet.
We have pinpointed the router as being inferior so will change in due course.  But due to such bad service I will change provider anyway,  so no need for Plusnet to respond to the messages regarding why the DD has been taking early, cuz ive had a gutful.
I just want to pay-up and leave immediately (minus my bank charges obviously) - LETS SEE HOW SOON  IT TAKES NOT TO GET THE MAC CODE
What a sham...
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Taking payments before due date! Grrrrrrr...

Whilst I appreciate that you've had a problem with usage and how extremely irritating the extra usage charges have been, also your Direct Debit date isn't ideal for you, I have Direct Debits on dates that aren't especially convenient, but it's a fact of life and that's that.
You state the Router is inferior, are you talking about the wireless performance or something else?
You keep saying that the service has only been poor since the switch to Plusnet, but no-where have I seen you explain what exactly the problem is, that might enable other forum members or the Plusnet DCT try and help solve them for you!
Edit:I've just seen your other post, It'll be better to reply further over there.