Incorrect bill

[#1]

I have been charged £39.34 instead of my normal £27.98. I'm currently still within contract but this is due to expire in the next billing cycle. Looking at the bill I've been charged twice for my broadband. Please can this be rectified ASAP.

[#2]

@Clhinch 

When you say that your contract expires within your next billing period do you mean it expires within the period covered by the bill that you are querying, or the billing period after that?

If the former then you will be billed (in this bill) for the period from the end of your contract to the end of the billing period at out of contract rates as you are billed monthly in advance. This will be set out in the breakdown part of the bill (after the first page) and it should become clearer there - there will be two entries against each element one for the period within contract and the other for the period after the contract ends.

If the latter then Plusnet need to explain what is going on.

[#3]

Thanks for your reply, it would seem you are correct as my contact expires on the 19th September. It seem wrong that I am essentially being charged for a service I could cancel from the end of my contract especially when it's so much more expensive. I've also had no reminders that my contract is due for renewal or that there would be an increase. Seems little under handed but I guess it's my error for not keeping a better eye on the end date.
Thanks again

[#4]

I've also had no reminders that my contract is due for renewal or that there would be an increase

thats odd , it's an OFCOM requirement that you are sent an end-of-contract notification 10 to 40 days before your contract ends.

Is your email contact details correct on your account  ?

[#5]

Yes definitely correct. I've just checked.
It'd be helpful if plusnet could respond as I've just renewed my contract which comes into effect on the the 16th September so the additional charges need to be refunded.

[#6]

@Clhinch 

The bill you have will have been prepared up to seven days before the billing date and so will not have taken into account your recontract. The normal process is that your next bill will refund any overpayment as the recontract date will be known. That bill will show the relevant dates for charges and refunds in  the breakdown element of the bill.

[#7]

Have you checked your account to see if there are any service notices (tickets)  regarding the end of contract notification ?

If you've recontracted then it should all get sorted out on your next months invoice, You will get credited for any payments made at the out of contract rate from the 16th to your billing date, and then a payment at the new contract rate for the same period.

[#8]

@Clhinch I`ll be in a similar situation shortly to yourself by re-contracting with PN and I wanted to add that I`ve already had the PN/OFCOM email with an offer for FTTP of over 100mbps. I`ll be making my call to PN this week to agree a new contract and also, on my bill from September into October, I`ve also got four extra days added to my bill (out of contract pricing no doubt) as I`ve not yet re-contacted. This usually results in a refund/change on the next bill that comes through but it needs keeping an eye on for obvious reasons.