Moved to FTTP from FTTC and not getting discount promised, and maybe Overcharged during changeover.

[#1]

I changed over from FTTC to FTTP recently, during which time it was not picked up by Plusnet billing for some reason, and I advised them that the bill was wrong.

I was advised that my 'new' billing would start in the next month (July) and received a 'Large bill' which I found very hard to decipher and actually determine what had happened, but just accepted that it would be correct.

However, I have just had notification of this months due bill, and notice that the discount I was given is NOT appearing and I am having to pay the full Fibre900 price, which now makes me believe that the last months bill is not correct - couldn't see any discount details 😠

I have tried to contact Plusnet by their phone help line as advised by their online 'Bot' but after waiting a total of 22+ minutes on 2 attempts have given up!!!

Could someone from Plusnet please help out with this - A major improvement is required I feel with customer services in this area of support 😡

[#2 · Accepted solution]

I am so sorry about this @navzptc I have sorted out the discounts but do you want the difference as a credit or a refund? It won't happen again by the way, or shouldn't at least.

[#3]

Dear willcutforth,

Thank you for your response in this matter - in fact I have just recently spoken to a very helpful lady over this matter from your support line, who has raised 2 refunds which I requested be used as credits on next months bill.

Thank you for your help with regard to my problems.

VMT

[#4]

No problemo If you do need me to fix anything else for you, just let me know and I will sort it for you.