Check your bill

[#1]

@Townman 

Can I ask whether there has been any further movement on this issue?

I too was moved from a legacy package in November 2023 and was promised a discount to match the price of my old package. There was no mention in the Plusnet email of this discount being time limited.

In November 2024 the discount was removed, increasing my monthly payment by £5.72. Three days later (19/11/2024) I received an email from Plusnet stating:

"We are getting in touch to let you know that when we recently moved you over to a new broadband product, we promised that we would discount the new product to match your existing price.
Unfortunately, due to a fault at our end, the discount expired after 12 months. We are now working to reinstate that discount and credit you for any additional payments made. We are sorry for any inconvenience caused."

Since receiving that email I have heard nothing more, I have not received a credit for my November payment and the December payment has now also been taken without the discount having been applied.

I appreciate that the Plusnet billing system doesn't have a great reputation for flexibility and I'm happy to wait for things to take their course if a fix is working its way through the system but do I need to do anything else to ensure that I don't get forgotten?

[#2]

Thanks for posting @thewanderer

I've flagged this up - I'll let you know when I know more. 

[#3]

@thewander

@Gandalf has a pay grade … I don’t!! Great that he’s picked it up so quickly.

If this is a one off issue he’ll probably fix it, if it’s a generic one he will make sure the right people review it … he’s good like that!

[#4]

I am still waiting on this to be resolved.

March 2023 bill was £29.86, April 2023 £32.22, October 2024 £36.37 and since then £36.51. All without landline included.

Interestingly the package I was moved to Unlimited Fibre Extra states it includes landline.  Can't recall I was told that and how to make use of it - rather than pay BT as I do now.

New customer can get £27.99, loyal customer thats been with them for more than 12 years get nowt unless they sign up for a new contract.

[#5]

@vultura 

If anyone can help with your billing it’s @Gandalf 

Regarding your ‘landline’, think of it as the copper connection to your property, not a landline phone service.

If your landline phone service is with BT, be aware that you are heading into a complex situation. BT are in the process of shutting down this service and moving customers to an Internet based digital phone platform. You can’t have both a digital phone from BT and a broadband connection from Plusnet on the same line, so one or the other will have to go.

To add to the pain, you can no longer transfer a landline phone service to Plusnet and if you leave Plusnet you lose your email service and all saved sent and received emails stored on Plusnet’s servers are deleted.

[#6]

@vultura - I've passed your account details to the person investigating too. I can confirm you were moved to the "(Without Phone)" version of Unlimited Fibre Extra and it should show this in the Member Centre. 

I'll let people know once I have something to share, will likely be in the new year.