Plusnet "System Error"?

jdlowrence

I signed up for Plusnet Unlimited Fibre Extra Broadband (and line rental only) in May this year (so just over 5 months ago). The deal I signed up to was £26.99 for 18 months, then £40.98 from month 19 onwards. I've received an email this morning that because of a problem with their system, I've been incorrectly charged for my broadband. Having checked my statements, they've been taking £19.99 a month for 5 months for my broadband, which I probably naively overlooked. 

Their email states that "they won't be backdating any charges", I'll "just start paying the correct amount" when I get my next bill. So, my next bill will be £40.98?!?!?!

Surely if they have an error with their system, and they won't be backdating any charges, then adding an extra 50% onto my monthly bill isn't right, surely? It feels like I'm being penalised for their mistake at the cost of £169 over the duration of the contract?

[Deleted User]

Drop them a line and get them to confirm you will be on £26.99 for the remainder of the 18 months and enjoy the £35 you have saved so far.

Takmon

Look correct to me you line rental is £19.99 and your broadband is £20.99 so that total £40.98 which is your standard monthly charge then you get a £13.99 discount which brings it down to £26.99 up until month 19.

Remember these are system generated emails and the system see your standard charges as £40.98 and then a discount applied after so that's why it has used the £40.98 amount in the email. 

caz6caz6

Hi, same problem for my parents - just about to get it resolved on their behalf (hopefully!) I'll report back in a day or two! 

caz6caz6

You can follow progress (and jump on if you like) here - Gandalf was super helpful to me last time!
https://community.plus.net/t5/My-Account-Billing/Important-information-about-your-charges-Incorrect-prices/td-p/1767437

caz6caz6

@jdlowrence it’s solved. 

Rubbish communications which they’ll have people calling in from but the essence of it is the email is wrong but the dd will be right.

see here: https://community.plus.net/t5/My-Account-Billing/Important-information-about-your-charges-Incorrect-prices/m-p/1767597/highlight/false#M53452