Increase

[#1]

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@Mr_Paul wrote:

****EDIT***

One change that I did notice is that the annual price increase date has changed from 31st March to 1st March under the new contract.

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Is that the precise wording wording or have you paraphrased the standard T&Cs wording for dramatic effect?

Terms and conditions for Plusnet residential services | Help | Plusnet - Standard terms 18.3

This price increase will be applied on or after 1st March each year from March 2022

31st March which has been the practice is aligned to on or after 1st March ... so is there really a change here?

[#2]

Wrong here too. The email mentioned an increase of £2.95 but the dashboard shows an increase of £6.85

This is the undiscounted price increased by 14.4% minus the current discount that hasnt been scaled by 14.4%

Dont dismiss this as a glitch that will fix itself - PN need to be made aware otherwise anyone with a discount might be overcharged - the first bill after a price change is hard enough to understand as it is

[#3]

My dashboard had the correct amount, 33.04 (up 14.4% from 28.99). However, one of my upgrade options was to recontract for 18 months at 26.99, so I clicked to say yes. Kicks in on Monday.

However, as pointed out, eternal vigilance is required. My bill is due on Apr 22nd, goodness knows what mess that will be !

[#4]

looks a bit like PN has installed a random bill generator to increase BTs profits.  Spotted my next bill up pver 30%.

Sorted out with a phone call but a company this size should not have a system that causes so much customer concern.

[#5]

If this issue is widespread then Plusnet CS will be overwhelmed. 

As this issue has been raised formally with Plusnet it is to hoped that they sort it out quickly on a general basis and d o not just respond to individual complaints.

[#6]

Even if they start looking at it on Monday it might take a little time to work out which accounts haven't had their discounts increased by 14.4% and fix it - by which time some might have had their bill depending on their billing date - so it might have to be done by refund for some at least.

[#7]

Plusnet knew about this yesterday and, the weekend notwithstanding, should already be looking at the issue as it seems to have the makings of a major billing problem.

My billing date is the 7th and so I shall see if the issue is resolved generally, or at least in my case, by then.

[#8]

Just been reading through this post, as I was thinking about what to do about the price rises

I've also been googling to see other offers.

I have this message on my Dashboard

Renew today and get a fantastic deal just for you.

Fibre and line rental from £25.99 a month.Get deal

I notice that the "fantastic deal" is identical to what they're offering new customers on most of the comparison sites.

[#9]

I have just had contact with CS first by live chat and then by phone (if anyone is thinking of calling I had no wait), but didn't really get anywhere. Live Chat rep and I were talking at cross purposes so got nowhere. When I called them first of all he said it was correct then agreed that it did seem too high but didn't know how to fix it. Has refunded me the money for this month only but going forward have no idea what is going to happen. Was more interested in trying to get me to change over to fibre which I don't need as an 80 something person.

Interestingly the Live Chat person did allude to there being contract issues.

Looks like another great billing debacle.

[#10]

Just called, no wait.  CS said known problem but will correct it now.  Agreed that £25.16 was correct price.

Dashboard now says £6.59 !!  Looked at the e-mail and it says "discount - £22.61".

Edit.  Just had another e-mail and it now shows BB discount - £21,23, LR discount - £1.38 and dashboard showing £25.15.  Now what shall I spend that 1p saved per month on.

Still showing £25.99 as a renewal price though

[#11]

I noticed on Friday that my  dashboard was showing a 24.4% increase from April. Rang Plusnet and was told that there was a more general problem going on with discounts not being applied correctly. The helpful lady corrected the April figure on the dashboard there and then so it reflects the 14.4% expected increase.

[#12]

My dashboard correctly shows the expected 14.4% increase (£25.14->£28.76) but my monthly bill has a massive 67% increase to £42.06 with zero call charges

For some reason the discount figure has dropped from £16.61 to £5.70 even though contract is not due to expire until May.

[#13]

If all was working then the bill this month would still be slightly larger than one month's charge as they would take off any advance paid last month for 1st April to the bill date and re-add those days back at the new rate - and then change a month in advance at the new rate - but if the bill is close to the start of the month then that extra should be small.

If the dashboard looks correct but the bill comes in that wrong then the issue may be more than just them not increasing discounts by 14.4%

[#14]

@MymsMan 

See post #10 - this month will see more than a full month’s increase as there is an adjustment for a part month as well.

[#15]

Whilst the above is true, the amounts people are talking about far exceed that. Last year for example my first bill of the year was 35p on top of the new price. This year's equivalent bill is over £5 more

Plusnet have admitted there appears to be a billing/ discounts issue and in some cases have manually applied refunds for next month, whilst they work out how to fix it long term.