Plusnet undercharging....Do I tell them?!

tyke14

Hi All, 
I took out a plusnet contract earlier in the year and we had several teething issues at the start. This led to them giving a discount for the month where we had problems. However, every month since then has included the same discount...reducing our bill to £7 per month rather than the £20+. So this is now a tough one, do I keep quiet and let it continue, or do I ask about it from the fear of being given a lump sum to pay at the end of the contract? To the very very best of my memory the discount was ONLY meant to be for the single month. it is now maybe 6 months later.
Cheers

Farway

Have you checked your on line account to see if it is some super discount maybe

Usual advice applies, put the excess money to one side to pay the inevitable catch up bill

Just me but I'd query it just for peace of mind, maybe try & go 50/50 on the sum due?

Cisco001

I personally won't tell them, but put the money aside.
Hopefully they don't discover until you serve min contract term and switch.

Swipe

A few years ago I didn't get the line rental reminder email and I tried to renew my advanced line rental online and it wouldn't let me so I called them up. The guy on the phone said it wasn't due for another 12 months. He didn't seem to really care and said there was nothing he could do anyway, so I left it at that and ended the call. A similar thing happened to my late father's account around the same time when it did actually take the advanced line rental payment but instead, it added it as credit to the account. Who knows, maybe line rental had been included as part of the package, but it's not unusual for Plusnet to make mistakes in the customer's favour. Based on experience, I certainly wouldn't tell them and it 's very unlikely they'll ever notice.

molerat

Plusnet are good at making billing errors in the customer's favour and not finding them. 

One year my internet / landline contract cost me -£75, an absolute bargain

They messed up not crediting my opening mobile card payment so gave me a goodwill payment to cover it, they found the missing payment 6 months later and credited it so no bill to pay that month. 

A few months ago I received a cheque out of the blue - "as agreed in our conversation" ?- for £27, they couldn't find out why - not on any of my current accounts and the old internet account that they closed down because they couldn't sort a billing problem was closed off to them as it was so long ago - so said keep it ! My digging found the reference on the letter matched the DD ref for that old account.

Trying to pay something that the computer says is not owed is very difficult.  Just keep it safe just in case.

PennyForThem_2

Depends - I was very upfront when I got a 'new sign up deal' for a new customer for broadband.  I told them I was an existing customer and in mid-contract.  But they honoured the email price!  Not a huge saving but an upgrade at a lesser price.  What can you say - that is customer service as it should be!

southsidergs

These threads always make me laugh, everyone would be saying the same if the roles were reversed of course......... 

molerat

southsidergs said:

These threads always make me laugh, everyone would be saying the same if the roles were reversed of course......... 

Only worth making an effort if something could / will be done about it.  When Plusnet make a foul up in the customer's favour there is very little they can do (or can be bothered to do) to override the computer's decision, they just give up to save their sanity and let it run on until renewal.  That is why my annual bill came to -£75 as the computer kept overriding what he CS tried to do and why they closed the account before I got even more in credit.

J_B

molerat said:

Trying to pay something that the computer says is not owed is very difficult.  Just keep it safe just in case.

Slightly O/T but we bought an 'end of roll' carpet from the bargain bin from MFI!

It was measured and priced accordingly

Sadly, when we got to the till, their computer said there wasn't that much in stock so insisted on charging us less!!!

brewerdave

molerat said:

Plusnet are good at making billing errors in the customer's favour and not finding them. 

One year my internet / landline contract cost me -£75, an absolute bargain

They messed up not crediting my opening mobile card payment so gave me a goodwill payment to cover it, they found the missing payment 6 months later and credited it so no bill to pay that month. 

A few months ago I received a cheque out of the blue - "as agreed in our conversation" ?- for £27, they couldn't find out why - not on any of my current accounts and the old internet account that they closed down because they couldn't sort a billing problem was closed off to them as it was so long ago - so said keep it ! My digging found the reference on the letter matched the DD ref for that old account.

Trying to pay something that the computer says is not owed is very difficult.  Just keep it safe just in case.

One year PN sent me a cheque for ~ £90 and gave me the following year's sub for nowt because they suddenly found that my exchange had been moved from one BT market definition to another . Think it was ~ 2015 ?