Contract Renewal Start Date Confusion

[#1]

Dear PlusNet,

- 26.12.22 - I renewed my broadband contract, and added as an extra the unlimited UK landline and mobile calls package.

- Received email confirmation from PlusNet on 26.12.22 that the new contract would take effect from 28.12.22

- Received bill today still with all call charges from 28.12.22 until 19.01.23 (bill due date) still as chargeable.

- Spoken to customer services team who have told me that unlimited UK landline and mobile call package would not begin until next billing period on 19.01.23

- They indicated this information was available on the website / emails I would have received

- I did not receive any emails suggesting that the effective date of the call package contract would have a different start date to the main contract; I cannot see anywhere in the terms and conditions of the contract about this different effective date; and I cannot see anywhere on the website about this.

- I have been left unsure why I have been paying extra monthly contract from 28.12.22 + being charged the calls from this date until 19.01.23

- Is anyone able to provide any solution?

Many thanks

[#2]

@chrisavis  Welcome to the Community forums.

The confusion is likely to have been caused by the contract renewal referring to the 18 month or so broadband contract. Add on monthly extra services such as call packages are generally applied on the next billing date.

[#3]

Thanks Baldrick1

Although I am not sure why then I am paying the extra fixed monthly charge (for the unlimited call package) from the 28.12.22 contract effective date but not getting the benefit of the actual unlimited calls themselves from the same date and that would only come in on 19.01.23 as the next billing date?

Again - not sure anywhere in writing suggests that this is the case. All I have is an email with the total contract effective date of 28.12.22.

PlusNet team - any ideas?

[#4]

Hey there @chrisavis

The call plan changes on the next bill date, so whenever we put through the product change it goes through on the bill date. I'm guessing by what you have said yours is on the 19th of every month by what you have said. https://www.plus.net/wizard/?p=view_service_notice&id=SN590105096 also shows when it was due to go live.

[#5]

Hi - yes, the PlusNet team keep saying the same thing - that changes to the Unlimited Call package only commence on the next bill date - 19.01.23

However, why does the "contract" effective date state the 28.12.22, as per the email I received post renewal? Is the contract effective date not the date that one would reasonably assume the service would actually also commence (unless told otherwise)?

Why I am paying the extra amount for the unlimited calls fixed monthly charges from 28.12.22 but I am not getting the benefit of the unlimited call service? Doesn't seem particularly reasonable. 

Had I known that the actual effective date of the change of the unlimited call service would only be from 19.01.23 I would not have made the calls (which have now been charged) during this intervening period.

Where does it state on emails / website / contractual paperwork that the commercial contract agreement between parties does not represent the actual start date of the services being paid for?

Looking forward to the answers to the specific questions raised above.

P.S. I cannot open the link you added in your message below...it just says there has been an error and unable to access the information. 

[#6]

@chrisavis The Call Plan package is not part of the 'contract' you keep mentioning - that only covers the Line Rental and Broadband service. The call plan is a separate 'contract', if you like, changeable on a month-by-month basis, and commences on your invoice date, following such a request, so you will not see it on an invoice until your next one.

Hopefully, someone will point you at this information  - unless I find it first, but I can't promise I will.

[#7]

Hi - unfortunately I disagree.

The new monthly subscription cost (new £37.27 old £27.31) and associated contract that PlusNet refer to in their "new contract confirmation email" states it will take effect from 28.12.22.

The new monthly subscription cost includes the Unlimited Call package which has been added as a combined cost.

From your message below you are in-fact suggesting there are two contracts in place - one for the Broadband and one for the Call Plan Package. Is this correct? If so I would imagine the subscription costs would also be split between the two contracts, which is clearly not the case.

I believe there is only contract and one combined subscription cost which includes the Call Plan, which PlusNet have informed me is effective from 28.12.2022. Therefore, I have reasonably assumed that this is also the date the service would commence from.

There has been no other communication suggesting any other contract, or contract effective date. In addition, no-one has been able to sign post me to any information in email / website / contractual paperwork that suggests otherwise. 

Therefore, could PlusNet please remove any call charges from 28.12.22 until 19.01.23 from the latest bill please. These should be covered under the unlimited call package "contract" which I was informed was effective from 28.12.22.

[#8]

Hey there again @chrisavis you see on our terms and conditions (which can be found on 

https://www.plus.net/help/legal/terms/ it does state: 

8. Call plans and call features

8.1. If you want to change your call plan or call features you may request this at any time. For call features, the change will normally happen within 24 hours of the request. For call plans, the change will take effect on your next billing date. This won't affect your minimum term of the service. Charges for the new call plan or call features will be payable as set out in the Price Guide. Charges for call plans and call features are paid monthly in advance. As call features can be changed part way through a billing month, your bill following the change will include a pro-rata charge or refund to account for the change made during your previous billing month.1

[#9]

Would like to see the terms and conditions on the website....but the link / page is down for maintenance?

[#10]

Thanks, @willcutforth  - that's what I was looking for, but it got moved, or easy access to it did, in your site 'refresh'. I'm sure it was easier to find when I was a customer.

[#11]

---

@chrisavis wrote:

Would like to see the terms and conditions on the website....but the link / page is down for maintenance?

---

Click the link in Wills post above. oops it is down, my apologies.

[#12]

I found out why. It added the ) to the hyperlink. I apologise. Here it is:

https://www.plus.net/help/legal/terms/