Plusnet billing problems

Chino

Pootle1 wrote: »

What's going on?

There's only one way to find out:
CONTACT US

molerat

Pootle1 wrote: »

I upgraded my broadband+phone package in December 2018 and I've just realised that I haven't been billed since. I can't afford it if 8 months is suddenly taken from my account!

What's going on?

My upgrade was Dec as well. Contact them by opening a ticket - mine gets opened and closed every 2 weeks - but the current agreement is that they will only back bill 3 months. Pity I renewed my LRS though - could have been a real bargain !

snakegoat

I had real issues trying to cancel my Plusnet service when I left my old home. I asked to pay the balance and whatever charges they wanted in November. They gave me a final bill which I paid but last week I was sent another for "cancellation charges".

Whenever I call up to resolve the issue the staff talk to me like robots (computer says no). It seems ridiculous that I haven't had an account with them for 10 months but they say I owe them money.

They obviously have real problems with their billing system but I would like to know where I stand as I think it's unreasonable for them to expect payment.

molerat

Maybe they are getting there

We want to apologise for the continued delay you’ve had in waiting for your next bill from us. We’re still working to resolve the issues that have prevented us from sending an up-to-date bill, and we’re hoping to be able to send it out to you within the next month. We’ll be in touch with you if it will be longer.

We want to reassure you that when you receive your bill, it will only contain charges for a maximum of your last three months of service and usage – if it is longer than three months since your last bill then please be reassured you won’t be charged for the full period.

There is a possibility that when we release your bill, it will coincide with your normal billing date. Because you pay for each month in advance, your bill may contain up to three months’ worth of backdated charges, plus the fee for your upcoming month. As a reminder, your normal bill date is the 4th of each month.

We're sorry for the time it's taking to fix this issue, we know it's not the service you expect from Plusnet but we're working hard to put things right. There’s nothing you need to do, and your broadband and associated services will continue as normal. If you do have any questions at all please get in touch on [URL="tel:08004320200"] 0800 432 0200[/URL].

Best wishes,

Team Plusnet