Plusnet bills gone up by 10% more than advised rise - what have I missed

MILLIEMOGS

As title says. I'd expected my bill's to go up by 14.4% from today as per plusnet websites etc in line with annual inflation rise plus CPI. Have just been in both mine and my mother's account and the actual increase is 24.4%. 

What have I missed, anyone  else with plusnet who knows where the additional 10% has  come from?

elsien

Have you looked at the breakdown they emailed you to see where the extra charges have come from?

KxMx

I've just checked my account, I was previously advised via email a new price of £29.73 (+ £3.74), but my account now shows £32.84 (+ 6.84). 

I'm well in contract and bills generated on 3rd.

I did check the forum though and several reporting similar. Perhaps a glitch their end? 

Neil_Jones

MILLIEMOGS said:

As title says. I'd expected my bill's to go up by 14.4% from today as per plusnet websites etc in line with annual inflation rise plus CPI. Have just been in both mine and my mother's account and the actual increase is 24.4%. 

What have I missed, anyone  else with plusnet who knows where the additional 10% has  come from?

If your contract has ended this may be why.

Also bills are pro-rata (and paid in advance) but the price change is 1st of April.  So if your bill isn't generated until later in the month it'll look a bit odd.  Going forward it should settle down.

The increase from the contract/discounted rate to the full out of price contract rate can be, well, extreme depending on what you were on.  The new out of contract rate seems to be something like £55.  Well new deals are showing as from £26 on the website so that's more than double.

MILLIEMOGS

Thanks all. It seems to be an issue affecting most/all customers.

I am still on contract (just) so not that, and my mother is a couple ofl months into her contract.

Unlikely to be a pro rata issue as in my case falls on my billing date.

Have already been on Plusnet members forum and messaged  Customer Services.

Doesn't effect me too much as I can up and leave in a few days but I know mum is going to be worried if this isn't a mistake and she is stuck with a much larger bill than she thought.

brewerdave

Just went on PN site - my future bill after increase should be £26.30 pm - but the Your Products headed column says £29 !
I'll wait til they produce my bill on the 5th before ringing CS

molerat

Mine should be £25.16 and it is showing £28.  Posts on the community about it, looks like just another PN foul up.

jak22

Their system is to have full price elements for Broadband and Line Rental and then your own personal discounts for those two elements. The amount you pay each month and the figure shown on the dashboard is the total full price minus the total discount. Only the bill breaks it down fully.

They have increased the full price by 14.4% but forgotten to increase the discounts by 14.4%

The email they sent out last month got it right by telling you 14.4% of the monthly amount you were paying then, but they've messed up actually putting that into practice.

So far not everyone has noticed - but they need to fix their system as there's not much chance this will be easy to explain on the phone.

The next bill will be complicated anyway as the increase came mid way through a billing period so the next bill will take off some of what you paid in advance last month and then add a part month at the new rate - making it even harder to spot the mistake.

molerat

That works for mine

My current package is line rental at £23.19 less £1.20 discount = £21.99 + broadband at £18.56 less £18.56 discount = £0 = £21.99

Total undiscounted package is £23.19 + £18.56 = £41.75.

14.4% of £41.75 = £6.01

£21.99 + £6.01 = £28 as showing on my dashboard.

My e-mailed rise was 14.4% of £21.99 = £3.17 making a new price of £25.16.

MILLIEMOGS

So, it seems that Plusnet have acknowleged the issue but don"t know how to fix it. Seems like another billing debacle ahead.

Is using my case and a couple of others as an example to take to billing team, so I suggest people with similar issues ring to log their issues as the more who raise it the more chance of it being prioritised.

I didn't have any wait to get through to Customer Services.

molerat

Just phoned, no wait - straight through, and they changed it.  E-mail with the discounts on received - well 2 as the first attempt messed it up and changed the dashboard price to £6.59 - and dashboard showing new rate of £25.15, 1p per month saved