Is it legal to be double-charged for Broadband?

actresskat · 25 May 2018 at 2:53PM

Hello! Does anyone know if its legal to be double-charged for broadband? We cancelled our Plusnet service on 1st May (because of price hikes), which they accepted and processed. We transferred to our new provider on 16th May. However, we just received an email today from Plusnet saying service would be cancelled on 4th June...is this legal? Thanks for your help!

[Deleted User] · 25 May 2018 at 3:14PM

Plusnet are useless with their billing system.
You have 2 options:

1. Cancel the direct debit now;
2. Let Plusnet take the money and reclaim it from them.

Either way tell Plusnet that they have made a mistake and tell them what you want done.
Also log onto the Plusnet Member Centre and check if they have a debit card details for you. If so, delete them. And check the bill in the member centre too.

And complain - details here https://www.plus.net/help/legal/complaints-code-of-practice/

Also tell OFCOM - they wont help you but if people complain, they will investigate Plusnet's charging of ex-customers. Look for the link under "Tell OFCOM" at the end of the page https://www.ofcom.org.uk/phones-telecoms-and-internet/how-to-report-a-complaint/billing

actresskat · 25 May 2018 at 3:45PM

gsmlnx wrote: »

Plusnet are useless with their billing system.
You have 2 options:

1. Cancel the direct debit now;
2. Let Plusnet take the money and reclaim it from them.

Either way tell Plusnet that they have made a mistake and tell them what you want done.
Also log onto the Plusnet Member Centre and check if they have a debit card details for you. If so, delete them. And check the bill in the member centre too.

And complain - details here https://www.plus.net/help/legal/complaints-code-of-practice/

Also tell OFCOM - they wont help you but if people complain, they will investigate Plusnet's charging of ex-customers. Look for the link under "Tell OFCOM" at the end of the page https://www.ofcom.org.uk/phones-telecoms-and-internet/how-to-report-a-complaint/billing

Thank you, that's very useful. By member centre, I presume you mean I should log into my account? If so, that's a tough one, as they've already deleted my account. I was unable to log in earlier so they've done something.

[Deleted User] · 25 May 2018 at 4:00PM

Yep "Member Centre" is the Plusnet My Account portal.
Well if it's gone, it's gone. They are very quick at blocking access. Shame they cannot do the same for the bills.

iniltous · 25 May 2018 at 4:55PM

actresskat wrote: »

Hello! Does anyone know if its legal to be double-charged for broadband? We cancelled our Plusnet service on 1st May (because of price hikes), which they accepted and processed. We transferred to our new provider on 16th May. However, we just received an email today from Plusnet saying service would be cancelled on 4th June...is this legal? Thanks for your help!

How much notice did you give ?

Who did you move to ?, and did you use the proper migration service, or did you just order a 'new' service and cancel the old service ?

If you used the correct migration process and the 'new' provider isn't Virgin Media but a company like Plusnet that uses Openreach's network, then you should get a refund for any days paid to them while not getting Plusnet service presumably you would have been getting service from the new provider.

If you have cancelled your direct debit with PN , this may not happen automatically, as that is how the refund would get to you.

if you effectively just told PN to cancel (so not a migration) they can probably charge you a months notice , Did you call to cancel on the 3rd or 4th of May ?

[Deleted User] · 25 May 2018 at 5:03PM

@iniltous
Plusnet's own community forum is full for people using the correct leaving method but still getting billed after they have left.
Sadly Plusnet have form in this particular area and were fined £880k by OFCOM last year. They also promised it would never happen again but lied as the Plusnet forum clearly shows.
https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2017/plusnet-fined-880,000

actresskat · 26 May 2018 at 8:08PM

iniltous wrote: »

How much notice did you give ?

Who did you move to ?, and did you use the proper migration service, or did you just order a 'new' service and cancel the old service ?

If you used the correct migration process and the 'new' provider isn't Virgin Media but a company like Plusnet that uses Openreach's network, then you should get a refund for any days paid to them while not getting Plusnet service presumably you would have been getting service from the new provider.

If you have cancelled your direct debit with PN , this may not happen automatically, as that is how the refund would get to you.

if you effectively just told PN to cancel (so not a migration) they can probably charge you a months notice , Did you call to cancel on the 3rd or 4th of May ?

Yes, Plusnet accepted our cancellation on 1st May and advised we seek a new service within 14 days. We transferred to an openreach provider, as you've mentioned so should've transferred smoothly. We phoned Plusnet today and the first 20 minute call didn't resolve anything. He went off to find a manager and we got cut off. On the second call, we had a very curt advisor inform us that we've been refunded several days ago, although the transaction isn't showing on our accounts (yet). Bizarrely, we can log into our 'closed' account now and see the 'credit note', albeit on a different date to the one she referenced. We are glad to finally be rid of Plusnet (hopefully!) We'll see if the refund shows up or not...My biggest bugbear with customer services advisors is they never apologise on behalf of the company they're working for anymore...really grates me!

actresskat · 26 May 2018 at 8:09PM

gsmlnx wrote: »

@iniltous
Plusnet's own community forum is full for people using the correct leaving method but still getting billed after they have left.
Sadly Plusnet have form in this particular area and were fined £880k by OFCOM last year. They also promised it would never happen again but lied as the Plusnet forum clearly shows.
https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2017/plusnet-fined-880,000

Thanks for this! I'm pleased we've phoned to try and sort it out...:T

ChrisK....._3 · 27 May 2018 at 8:39PM

Cancelling your direct debit could impact on your credit rating

gsmlnx wrote: »

Plusnet are useless with their billing system.
You have 2 options:

1. Cancel the direct debit now...
[/URL]

phillw · 28 May 2018 at 1:56PM

plusnet do seem to struggle.

They took line rental after I paid line rental up front and then miscalculated the refund due when I left because of the price rise, at one point claiming that I wasn't due any.

We only hear about when the mistakes is detrimental to the customer and not the other way round, but I suspect they put more focus on things that make them money. Otherwise I can't see how they'd stay in business.

ChrisK....._3 · 28 May 2018 at 2:11PM

If it's any consolation it took me about 6 weeks to cancel Virgin Media after the over charge me 86 quidd and he also forgot to cancel my subscription eventually a phone call from customer service head who told me "you shouldn't have to put up with all that" and I thought "well tell me about it" but she finally fixed the problem and I got my money back and I was cancelled

Is it legal to be double-charged for Broadband?

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