Bill gone up >12% with no email explaining

[#1]

I understand the contract states that annual increases will be CPI + 3.9% but our bill has risen by 12.22% and I have had no email outlining the changes so I can't check the figures. Very, very annoyed and regret I'm in a contract until Spring 2022. Why >12%? Why have I not received an email with even an acknowledgement of the change? Horrible customer service. 

[#2]

@northernline22 

This is currently causing much confusion. The price increased on 31st March. Your bill is made up of a back charge for the increase from this date to your billing date, plus the new rate going forward.

[#3]

Not so much causing confusion as I suspect that after reading the summary people are not looking at the detailed break down (which references charging dates) on subsequent pages and are proceeding direct to seeing red mist.  The first bill after the price increase contains...

1. Refunds for the period after the price rise date to the current billing date for the services already paid for last month
2. A back charge for the period after the price rise date to the current billing date for the services at the new rate
3. The charges for the coming month at the new rate

Therefore the total of this bill will be more than the total of the last bill +9.3% as it covers a duration of more than one month's increases.  It will be the following bill which should be compared to the pre-increase bill.

[#4]

...and its only going to get worse as billing dates progress through April🙄 by the time we get to the 30th, some people will have almost 2 months increase!!

[#5]

Wow, please don't be patronising, I do not appreciate it. I don't believe this is the problem because both April and May's bills are identical so it seems it's unlikely that it's because of a pro rata change. I'm not necessarily saying the increase is incorrect but this has been communicated extremely poorly and it's difficult for customers to work out what is going on.

[#6]

Both my April and May bills have gone up this much and I don't understand how this pro rata change of 17 days (in my case) explains 2 months identical increase. I understand the increases being applied retrospectively is causing confusion but I don't think this is the issue I'm dealing with and think the only way to find out is to call Plusnet.

[#7]

@northernline22 Not being patronising, but have you checked the breakdown of your invoice - I understand this can be found on page 3?

[#8 · Accepted solution]

Good evening @northernline22, thanks a lot for getting in touch and welcome to our online Community Forum. I just tried to call you and go through your latest bill over the phone, it's correct, and I've sent you an email outlining the charges on there. 

Let me know if you have any further questions at all.  

[#9]

You regular bill will have increased by 9.3% (5.4% for inflation, and 3.9% just cos). But there'll be be some back dated charges on there to cover a portion of last month's bill which was charged at the old rate.

Depending on your billing date you might find these extra charges to be a little or a lot. Next month will be back to normal though (with the 9.3% increase).

Edit: I didn't get an email about it this year though.

[#10]

That's the thing, my bill has permanently gone up 12.2%, not 9.3% 😢 (confirmed with Plusnet). To me it looks like my bill has increased twice and feels like a rip-off but apparently I'm wrong.

[#11]

I'm holding my hands up to this one, my bad, I made a slight error on the email that I sent you yesterday @northernline22. 

I've just sent you a further email correcting myself if you'd like to have a look. 

My bad! 

[#12]

Page 3 didn't add much useful in the way of information, I had read it, thank you.

[#13]

Thank you

[#14]

Let me know if you need anything else @northernline22