Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@. Skimlinks & other affiliated links are turned on

Search
  • FIRST POST
    • Nearlydan
    • By Nearlydan 17th Jan 19, 4:36 AM
    • 1Posts
    • 0Thanks
    Nearlydan
    Plusnet Billing Crisis
    • #1
    • 17th Jan 19, 4:36 AM
    Plusnet Billing Crisis 17th Jan 19 at 4:36 AM
    Myself and many other Plusnet customers have simply stopped receiving bills. After taking this up with Plusnet, they are extremely apologetic but unable to offer any solutions or any idea how long it might take to resolve. As far as I can gather, following a system update in September the billing system has failed dramatically. Conversing with other customers on the Plusnet users forum Iíve discovered that many people havenít received a bill for 4 or 5 months now. Payments are required to be made by Direct Debit so what is going to happen when customers start receiving demands on their accounts for a couple of hundred pounds or more? Many people are going to find themselves in financial difficulties. Suggesting they should put the money aside is all very well but that wasnít part of the deal and what happens if you donít have somewhere to put the money in the mean time? Many of us only have very simple bank accounts and only one place to hold our money. This is a ridiculous state of affairs and I get more annoyed every time I see Plusnet advertised on TV or indeed the other night when their latest ďdealĒ was recommended by the namesake of this site.
    Has anyone else experienced this problem? Iíd really like to bring some pressure to bear upon TV and media outlets to warn people about the chaos that awaits them if they sign up with Plusnet!
Page 1
    • onomatopoeia99
    • By onomatopoeia99 17th Jan 19, 6:55 AM
    • 5,854 Posts
    • 13,537 Thanks
    onomatopoeia99
    • #2
    • 17th Jan 19, 6:55 AM
    • #2
    • 17th Jan 19, 6:55 AM
    So you haven't been invoiced, or the direct debits haven't been collected, or both?

    If the direct debits haven't been collected then you still have the money and they are effectively giving you an interest free loan, so if they come back and ask for it all at once you'll be able to pay it. All you have to do is remember not to spend it in the meantime. You don't need anything more than a basic bank account for that.
    INTP, nerd, libertarian and scifi geek. Home is where my books are.

    5.2kWp system, SE facing, >1% shading, installed March 2019.
    • alanwsg
    • By alanwsg 17th Jan 19, 8:39 AM
    • 555 Posts
    • 255 Thanks
    alanwsg
    • #3
    • 17th Jan 19, 8:39 AM
    • #3
    • 17th Jan 19, 8:39 AM
    I'm with Plusnet and it has indeed been chaos, I've only had minor problems that seem to have been fixed (DD taken twice, then refunded twice, then threatened with disconnection because I hadn't paid) but I see some people have had their line rental saver payment taken twice and are having trouble getting a refund - so that's around £200 gone bye bye.

    It also takes 30+ mins to get through on the phone. The only way I've got a response online is to raise a billing ticked on their web site and then ask for it to be looked at on their forum. That has always got a result for me.

    Raise a billing ticket here (you need to be logged-in first)
    https://www.plus.net/wizard/?p=wizard&page=22236&wizard_id=38
    • TadleyBaggie
    • By TadleyBaggie 17th Jan 19, 8:42 AM
    • 3,351 Posts
    • 2,599 Thanks
    TadleyBaggie
    • #4
    • 17th Jan 19, 8:42 AM
    • #4
    • 17th Jan 19, 8:42 AM
    I've had a couple of DD taken a few days later than normal but nothing else.
    • colb15
    • By colb15 17th Jan 19, 12:22 PM
    • 42 Posts
    • 7 Thanks
    colb15
    • #5
    • 17th Jan 19, 12:22 PM
    • #5
    • 17th Jan 19, 12:22 PM
    I'm looking to join plusnet from BT in the next month or so, looking for a 12 month contract and BT are quoting £41, whereas Plusnet have it available for £28. BT won't budge unfortunately so looks like I will need to move. Seems like billing issues and customer service with Plusnet is not great at the moment. Worrying for someone that's looking to move to them.
    • Browntoa
    • By Browntoa 17th Jan 19, 12:23 PM
    • 35,628 Posts
    • 41,772 Thanks
    Browntoa
    • #6
    • 17th Jan 19, 12:23 PM
    • #6
    • 17th Jan 19, 12:23 PM
    My mums with them , never any issues
    I'm the Board Guide of the Referrers ,Telephones, Pensions , Shop Don't drop ,over 50's , Boost your income and Discount Code boards which means I volunteer to help get your forum questions answered and keep the forum runnning smoothly .However, please remember, board guides don't read every post. If you spot an inappropriate or illegal post please report it to forumteam@moneysavingexpert.com Any views are mine and not the official line of MoneySavingExpert.
    • molerat
    • By molerat 17th Jan 19, 12:32 PM
    • 21,368 Posts
    • 15,629 Thanks
    molerat
    • #7
    • 17th Jan 19, 12:32 PM
    • #7
    • 17th Jan 19, 12:32 PM
    According to my account my next bill is due 4th Jan ! They have switched off the billing machine for many customers, but not all it seems, until they can get it to issue correct bills. On the plus side they keep apologising for my messed up bills and giving me money
    https://www.helpforheroes.org.uk/give-support/donate-now/
    • cajef
    • By cajef 17th Jan 19, 2:25 PM
    • 5,048 Posts
    • 4,107 Thanks
    cajef
    • #8
    • 17th Jan 19, 2:25 PM
    • #8
    • 17th Jan 19, 2:25 PM
    Something peculiar with their billing system, I receive my monthly email saying my new bill is ready to be viewed, however if I log in to the website and try to view the bill using I.E. all I get is a blank page yet if I use Microsoft Edge the bill appears, it has been like that since they changed to the new billing system.

    Edit:- I notice several other posts on their forum also complaining of a blank page when attempting to access their bills, even after trying some different browsers.
    Last edited by cajef; 19-01-2019 at 12:04 PM.
    I used to have a handle on life, but it broke.
    • angelin77
    • By angelin77 21st Jan 19, 9:22 AM
    • 53 Posts
    • 31 Thanks
    angelin77
    • #9
    • 21st Jan 19, 9:22 AM
    • #9
    • 21st Jan 19, 9:22 AM
    I would advise anyone with billing problems (or any other issue with PlusNet) to fill out the monitoring form on the Ofcom website. Hopefully if people do this Ofcom may launch an investigation into PlusNet. it took me 10 minutes and was good therapy!
    • Anthorn
    • By Anthorn 21st Jan 19, 6:15 PM
    • 4,300 Posts
    • 1,202 Thanks
    Anthorn
    It looks like Plusnet are doing a TSB with their new accounts and billing system. If it's affecting you there will be blank pages which are related to your account when you log in on their web site. i.e. after logging in try Billing or Manage Account and then view / edit account details. At this time Plusnet appear to be unable to confirm the errors let alone fix it. Been going on since September last year.

    More info here:
    https://community.plus.net/t5/My-Account-Billing/Cannot-view-bill-in-new-billing-system/td-p/1566790/page/7
    Last edited by Anthorn; 21-01-2019 at 6:19 PM.
    • Neil Jones
    • By Neil Jones 21st Jan 19, 6:56 PM
    • 2,716 Posts
    • 1,936 Thanks
    Neil Jones
    Well I can see my bills, email notifications and so on and I don't have any issues.

    This may be one of those things that only affects certain users. It certainly hasn't affected me.
    • Anthorn
    • By Anthorn 22nd Jan 19, 5:56 AM
    • 4,300 Posts
    • 1,202 Thanks
    Anthorn
    Well I can see my bills, email notifications and so on and I don't have any issues.

    This may be one of those things that only affects certain users. It certainly hasn't affected me.
    Originally posted by Neil Jones
    Yes I know some people have access and some don't. Personally I have tried Google Chrome, Firefox and Microsoft Edge on Windows and Safari, Google Chrome, Firefox and Tor on Apple MacBook and I get the same result every time. Therefore I am taking the view that Plusnet have locked my account thereby preventing my access to my account and I will be entering the complaints procedure culminating in arbitration if Plusnet is unable to fix the problem when I phone support today.

    Watch this space.

    Phoned Plusnet support who was helpful but could not fix the problem. They changed my password and then using the new password replicated the problem, set up a security question, escalated the problem by passing it on to another team and confirmed by email that a question had been set up in my account which will be updated. The overall finding of Plusnet support at this time is "it's obviously something to do with the account". Well you know, we already know that!
    Last edited by Anthorn; 22-01-2019 at 7:31 AM. Reason: Last paragraph added
    • DavidT67
    • By DavidT67 22nd Jan 19, 10:41 PM
    • 118 Posts
    • 53 Thanks
    DavidT67
    Surely time for MoneySavingExpert to do an article on this debacle?

    Given the length of the thread in the Plusnet community support forum, issues are widespread, ongoing, not been acknowledged by the company and with no sign of a resolution.

    Yes, I too have been impacted; no ability to view bills or access account details, Direct debits not collected, etc.
    • gsmlnx
    • By gsmlnx 23rd Jan 19, 8:44 AM
    • 1,635 Posts
    • 1,195 Thanks
    gsmlnx
    Surely time for MoneySavingExpert to do an article on this debacle?
    Originally posted by DavidT67
    Why would they when MSE is always recommending Plusnet in the newsletter?
    This is a commercial site, the days of real consumer activism have long gone.
    • colb15
    • By colb15 23rd Jan 19, 9:17 AM
    • 42 Posts
    • 7 Thanks
    colb15
    Send a tweet to Martin and lets see if you get a response
    • Consumer40
    • By Consumer40 3rd Feb 19, 10:46 AM
    • 35 Posts
    • 22 Thanks
    Consumer40
    I look after two Plusnet accounts (one for myself & one for an elderly relative). Both accounts are on different packages but both were overcharged in September. The over-charges were refunded a couple of weeks after complaining. Billing on both accounts was then suspended. So neither account has been correctly billed since August.

    I have two friends with Plusnet accounts - one has been charged correctly the other has been over-charged.

    So my own small sample would suggest a very high error rate. However, piecing together information from the Plusnet customer forums and other sources I think the true figure is rather less - perhaps 10% of the customer base (so 100,000 customers affected).

    As of today Plusnet are still unable to give a date when the billing problems will be resolved but they admit is a serious problem. They also refuse to reveal their plans for processing the missing bills. Given the numbers involved it seems unlikely they will write them off but will they produce one consolidated bill or will they generate the missing bills one at a time over a period of time?

    For any existing customers who have not already checked I would take a look at your bank statements to see if you have been billed in recent months and if so whether any agreed discounts have been applied.

    To anyone thinking of joining Plusnet I would say that I have found their customer service staff to be very good once you get through to them and they will arrange a refund if you have been over-charged. So if you are happy to monitor your bills & bank statements carefully & prepared to engage with Customer Services then you should be ok. But if that sounds like too much hassle and you just want to sign up & forget about it, then I would avoid them for now.
    • pmduk
    • By pmduk 3rd Feb 19, 11:11 AM
    • 10,134 Posts
    • 7,757 Thanks
    pmduk
    Surely time for MoneySavingExpert to do an article on this debacle?
    Originally posted by DavidT67
    Nowadays they wait until there's a press release issued.
    • DavidT67
    • By DavidT67 17th Feb 19, 3:15 PM
    • 118 Posts
    • 53 Thanks
    DavidT67
    Well seems likely PlusNet have quietly remediated their billing system to some extent.
    Can now access account details and view bills online, (never bothered to waste time with support when I couldn't), so resolution was entirely on their backend systems.
    Still some issues with printing bills, but saving them first then printing from Adobe Acrobat does the trick.
    • br1anstorm
    • By br1anstorm 25th Feb 19, 2:45 PM
    • 218 Posts
    • 60 Thanks
    br1anstorm
    Plusnet billing and accounting system failures - time for MSE action
    The posts in this thread, and on the Plusnet community forum, paint a very worrying picture of Plusnet's incompetence.

    It is clear that there are multiple failures. Some who have posted here complain of not being able to access the relevant pages or details on the Plusnet Member Centre site - or finding certain pages blank, or not being able to print things out. These are website-management IT problems.

    Others have complained about not having received invoices for months, or of getting duplicate invoices or charges. This is a billing-system problem.

    Yet more customers are finding that the bills they do get are incorrect, that Direct Debits are being taken for the wrong - and excessive - amounts, that account tariffs and contracts are not being updated, and that discounts (eg for referrals) are not being correctly applied. I'm in this last category. These are accounting problems.

    No doubt there are some customers who are unaffected, or simply haven't noticed any problems. But it seems clear that - as another post has commented - this is a systemic failure of TSB proportions. It has now been unresolved for more than two months. And the longer it goes on, the bigger the mess, the larger the backlog, and the more challenging the task of rectifying errors, recalculating bills, and delivering refunds.

    Plusnet (at a senior and public level) have been totally silent. The unfortunate staff who field the Customer Service complaints and respond to forum posts admit that there are accounting issues but can only say that "tickets will be raised", "problems have been noted", and "the matter has been referred to Billing/IT/whoever" or "escalated to the relevant department". All this is useless and no reassurance.

    The major issues with Plusnet's systems are unacceptable. In other situations - such as the banks - Chief Executives have spoken out. Explanations and apologies have been offered. Heads have rolled. Compensation has been paid and fees or charges waived.

    In Plusnet's case, the response so far has been silence, evasion, and empty assurances that the problem is being addressed. Not good enough.

    OfCom complaints are one channel for action. But like others on this forum, I think it is time for MSE and Martin Lewis to stand up, speak up and point out the scale of this problem publicly. It may be that only the pressure of serious adverse publicity will galvanise Plusnet into effective action. Let's see MSE step up to the plate - and soon....
    Last edited by br1anstorm; 25-02-2019 at 10:16 PM.
    • gsmlnx
    • By gsmlnx 25th Feb 19, 3:04 PM
    • 1,635 Posts
    • 1,195 Thanks
    gsmlnx
    @br1anstorm
    I very much doubt Martin Lewis reads these forums at all.
    Probably better to use Twitter and tweet him publicly to see if he will engage.
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

3,019Posts Today

8,193Users online

Martin's Twitter