Plusnet end of contract issues.

harz99

If you have a discounted contract with Plusnet via MSE or similar offer, be aware that the final month on that contract is likely to be charged at the full non discounted rate. This has now happened to me twice with two separate contracts and seems to be a bug? in their systems which they must be aware of yet do nothing to check for.

Also, even when they know you are leaving for another supplier they still take a full month (at the new undiscounted rate) and hang onto your money until the end of the month to make up a final bill and refund about a week later. In my case I left to go to Shell on 10th June the same day a new month payment was taken, my final bill was made up on 1st July, and the refund hit my bank yesterday 7th July.

I guess other companies may also play these games, but this is my experience...

brewerdave

Re your first point , never happened to me and I've been with them since 2008, renegotiating every 18/24 months.
Re your second point, that's normal, as you have to give a period of notice and most ISPs take a full month's payment then refund the overpayment.

Neil_Jones

harz99 said:

If you have a discounted contract with Plusnet via MSE or similar offer, be aware that the final month on that contract is likely to be charged at the full non discounted rate. This has now happened to me twice with two separate contracts and seems to be a bug? in their systems which they must be aware of yet do nothing to check for.

Also, even when they know you are leaving for another supplier they still take a full month (at the new undiscounted rate) and hang onto your money until the end of the month to make up a final bill and refund about a week later. In my case I left to go to Shell on 10th June the same day a new month payment was taken, my final bill was made up on 1st July, and the refund hit my bank yesterday 7th July.

I guess other companies may also play these games, but this is my experience...

Point 1 this can be normal because you pay a month in advance.  But its never happened to me, or my parents, who have been with them since 2006.

Re: the second point, this is also normal because as before you pay a month in advance. If you leave part way through that month you get a pro-rata refund.  That's not a "game", that's how the system works and has always worked.

harz99

Thank you both for the responses, but in the age of computerised everything there is no reason whatever to hold onto the pro rata refund for that long, hence my comment.

I'm pleased you are both long term customers without issues, I can't say the same after a multitude of problems in this last twelve months, but that is another story. 

harz99

Neil_Jones said:

harz99 said:

If you have a discounted contract with Plusnet via MSE or similar offer, be aware that the final month on that contract is likely to be charged at the full non discounted rate. This has now happened to me twice with two separate contracts and seems to be a bug? in their systems which they must be aware of yet do nothing to check for.

Also, even when they know you are leaving for another supplier they still take a full month (at the new undiscounted rate) and hang onto your money until the end of the month to make up a final bill and refund about a week later. In my case I left to go to Shell on 10th June the same day a new month payment was taken, my final bill was made up on 1st July, and the refund hit my bank yesterday 7th July.

I guess other companies may also play these games, but this is my experience...

Point 1 this can be normal because you pay a month in advance.  But its never happened to me, or my parents, who have been with them since 2006.

This was on both occasions the payment taken month 11 in respect of month 12 of a 12 month contract so it shouldn't be normal at all...

Neil_Jones

harz99 said:

Neil_Jones said:

harz99 said:

If you have a discounted contract with Plusnet via MSE or similar offer, be aware that the final month on that contract is likely to be charged at the full non discounted rate. This has now happened to me twice with two separate contracts and seems to be a bug? in their systems which they must be aware of yet do nothing to check for.

Also, even when they know you are leaving for another supplier they still take a full month (at the new undiscounted rate) and hang onto your money until the end of the month to make up a final bill and refund about a week later. In my case I left to go to Shell on 10th June the same day a new month payment was taken, my final bill was made up on 1st July, and the refund hit my bank yesterday 7th July.

I guess other companies may also play these games, but this is my experience...

Point 1 this can be normal because you pay a month in advance.  But its never happened to me, or my parents, who have been with them since 2006.

This was on both occasions the payment taken month 11 in respect of month 12 of a 12 month contract so it shouldn't be normal at all...

Plusnet's billing system has been temperamental for many years now, and there are many documented stories on the forum of the system forgetting about discounts or deals or whatever else and them having to be reapplied.  They're almost certainly aware of this piece of junk, but can't (or won't) do anything about it.  So if you're sure the payment is wrong, phone them up and tell them.

Re: the pro-rata refund (your second point), billing systems usually run from a period to a period and if you leave early you get the balance at the next run.  No different to if you get paid from work on the 28th for example and retire on the 14th, you don't get the balance of two weeks on the 14th, you get it in the next payroll run with everybody else on the 28th.

Boxman

My recent experience with Plusnet if it's of interest - my 18 month contract ended on the 4th June and the May invoice clearly stated that it covered the period up to that date. As I had got a better deal I decided mid May to move to another ISP and the switch took place happened on the 1st June with no problem.  Plusnet claimed I had left early and actually issued an invoice for 26p, collecting this amount by dd mid June. Theoretically I suppose to offset this I could claim a pro rata payment for three days service which would I had already paid for but not received but it would clearly be rather petty and just not worth the effort.

harz99

Happily my dealings with Plusnet are now over, after I've today banked a £50 cheque from them as compensation for some of the issues I've had - even that has taken two months to sort as the first one never reached me, having to be cancelled and reissued a second time.

GazHol

Yes, happened to me on June’s bill (contract end is 29-Jul). Quick phone call correct the bill and then put me through to retentions for a new 12 month contact at £22.99 (a reduction from £25 to match the Now 36Mb & Anytime Calls package).