Monthly cost has gone up just as new 18 month contract starts

[#1]

Hi

I thought I'd posted this yesterday, but, alas, obviously didn't hit the button 😞

So we've just renewed with Plusnet for line rental / ADSL broadband, for another 18 months, having been very happy with the service for the previous 18 month contract.

Having renewed last week, with the new contract starting yesterday, November 18, I'd received an email on November 12 saying, in part: -

From 18/11/2024, your monthly subscription will be £19.99 per month (increases 31 March each year) and is subject to a 18 months minimum term.

However, instead of that, I received an invoice - #00005276112-046 - yesterday - November 18 - for £24.14

So, apart from being nearly £4 more than our previous price of £20.15, it's now more than £4.00 more than our new 18-month price.

I did check the Plusnet Member Center : -

https://www.plus.net/member-centre/offers-and-upgrades/choose-broadband

which does confirm the £19.99 monthly price

Any idea what I'm doing wrong ?

Thanks in advance, Dave

Moderator's note by Mike (Mav): Post released from Spam Filter.

[#2]

@david_hay Your best option is to call PN in the morning.

[#3]

@david_hay 

Potentially it's the PN billing system. The bill is generated in advance of of the actual payment. Any contract change may not have been caught before the bill so it states what it believes is the correct amount.

You can check the detail in your Members page on PN.

Brian

[#4]

Thanks @bmc alas, no change 😞

Looking at https://www.plus.net/member-centre/billing-payments it's still showing the same amount of £24.14 for the November bill, and, perhaps worse, the December bill.

Will need to call them on Monday 😞  as per @jab1 suggestion

Thanks for your help, why can't life be simples 🙂

[#5]

OK, called Plusnet - https://www.plus.net/contact-us/ - hadn't realised that it's a 7-day customer service operation

They explained that, in part, it's a glitch due to the fact that my contract renewed on the biling date - I guess two transacations on the same day confused things 🙂

Anyhow, it should be sorted in the December bill - which wil be £19.99 less the overcharge in November - and then the January bill should be £19.99 ( plus calls, if any ) as per the new contract.

We shall see 🙂