How to view final bill?

[#1]

Just trying to to work out how i am able to view (and pay) my final bill.

The moment my broadband was transferred to VM (only provider offering FTTP here so we cancelled early for a major speed upgrade) my online account became disabled.

Despite having reset the password i cannot access the online account which i must confess, i find astonishing.

Please don't tell me i'm going to have to faff about making calls to get my final balance so the bill can be paid?

Thank you

[#2]

Answering my own question, and providing feedback.

1. It seems you have to use your "usermame" once the account is closed, rather than your email address. This is beyond silly. Most people don't know or care what their "username" is, creating a needless barrier to accessing their billing info at a time when they are more likely than not to be interested in it. 

This should be addressed. 

2. On logging in, i can see a payment is due and the amount but do not have any access to an itemised bill or, for that matter, previous bills.

Again, i think this should be addressed.

3. It claims my balance is zero whilst, in actual fact, a payment of £99.99 is due a week from today. Whilst this is broadly consistent with my expectations, given the early termination fee, I'd have liked to have verified how this stacks up - as is my right!

Overall.

• Your system is difficult to access upon leaving, a time when a customer may expect a non-standard bill and may be extra keen to scrutinise. 
• Providing contradictory information about what is due, is at best, unhelpful, at worst, could lead to payments not being made.
• The lack of billing and payment history is surprising to say the least. Termination of a service does not change the history in any way shape or form, restricting users from having a full picture of their account history with PN. I can imagine this causing problems, especially where there is a dispute.

Overall, I think Plusnet, who have been great and we have only left due to Openreach taking an eternity to rollout FTTP here, really need to look at their systems and processes for closed/closing accounts.

[#3]

It seems you have to use your "usermame" once the account is closed, rather than your email address.

@2E0VEB would the email address on the account be a Plusnet email i.e <something>@<accountname>.plus.com

or an external address e.g <something>@gmail.com ?

[#4]

Fair question but no, always avoid ISP provided email addresses to prevent such issues!

Thanks

[#5]

That's my theory out of the window then...

[#6]

I wonder, as it happens, if you may be on to something.

Suspect it relates to the query structures related to online accounts - ISP recognises that people may use ISP provided email addresses which will terminate with the account, rules identify that once an account is terminated, their email account may go with it so they insist on the username login instead.

Perhaps joins in the queries are based on email account and therefore result in nothing being returned for billing and payment history when an account has been terminated.

Not sure, but i think your theory carries some weight depending on how PN have setup their systems.

Thanks!

[#7 · Accepted solution]

@2E0VEB once you're logged in, try going to https://www.plus.net/member-centre/billing-payments/billing-history , that should at least list previous bills. It might be too early for the final one to appear yet...

[#8]

Hi @2E0VEB 

I am sorry to hear of the issues you have been experiencing in viewing your bills online. Please note, the final bill is generated after the account closure date nevertheless we can arrange to call you at a time convenient to you should you require assurance or further assistance.

Please let us know if we can be of any more help.

Thanks

Lee 

[#9]

Thank you, the direct link did the trick, just the dashboard not right!

Much appreciated!

[#10]

Thanks Lee, all good now, have had sight of the bill and no issues.

Only final bit of feedback would be to perhaps show the calculation for the early termination fee on the bill itself.

Thanks