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Charging extra £5 each month

Nicky5798
Newbie
Posts: 5
Registered: ‎03-09-2021

Charging extra £5 each month

Just start a new package Full fibre 145. The contract is £26.99 / month. But now I am charged £32. Is there any hidden fees I don't notice?

 

Thanks

10 REPLIES 10
MisterW
Superuser
Superuser
Posts: 16,342
Thanks: 6,277
Fixes: 449
Registered: ‎30-07-2007

Re: Charging extra £5 each month

It could be that your contract change has been applied part way through your billing cycle. If you post the detailed breakdown that may explain it ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Nicky5798
Newbie
Posts: 5
Registered: ‎03-09-2021

Re: Charging extra £5 each month


Hi , thanks for your reply. Here’s the breakdown.IMG_3033.png

RealAleMadrid
Aspiring Hero
Posts: 2,868
Thanks: 1,513
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Registered: ‎07-07-2009

Re: Charging extra £5 each month

@Nicky5798  If you had an agreed price of £26.99 then Plusnet have got the discount amount wrong, looks like it was wrong at least for last month as well, possibly more previous months. You need to contact support to get the billing corrected and a refund.

MisterW
Superuser
Superuser
Posts: 16,342
Thanks: 6,277
Fixes: 449
Registered: ‎30-07-2007

Re: Charging extra £5 each month

No, that's a normal full months billing. It looks like its just that the contracted discount hasnt been applied correctly🙄

You can either call Customer services and get them to correct it and issue refunds, or wait for one of the Plusnet help team to respond to this thread.

edit: @RealAleMadrid beat ME to it this time😁

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

willcutforth
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,718
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Registered: ‎27-11-2020

Re: Charging extra £5 each month

Hey there @Nicky5798 when was the price agreed? Was it before the CPI increase?

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
MisterW
Superuser
Superuser
Posts: 16,342
Thanks: 6,277
Fixes: 449
Registered: ‎30-07-2007

Re: Charging extra £5 each month

@willcutforth a valid point but even with the 14.1% increase should only be £30.80 unless the discounts haven't been increased in proportion ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Nicky5798
Newbie
Posts: 5
Registered: ‎03-09-2021

Re: Charging extra £5 each month

Great. Thanks

Nicky5798
Newbie
Posts: 5
Registered: ‎03-09-2021

Re: Charging extra £5 each month

I think it was agreed in May.

willcutforth
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,718
Thanks: 80
Fixes: 113
Registered: ‎27-11-2020

Re: Charging extra £5 each month

That's what I'm thinking as it's still not the right amount. Will have a look and post a link to a ticket on here soon.

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
willcutforth
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,718
Thanks: 80
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Registered: ‎27-11-2020

Re: Charging extra £5 each month

Hey there @Nicky5798 I have added a ticket onto the account here Sorry about the delay, I've been rather busy.

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team