Out-of-contract charges before contract ends?

[#1]

My current 12 month broadband contract was started on 20/04/2024 so is due to end on 19/04/2025. I have just received my last bill, dated 18/03/2025, and I am being charged as though my contract has already ended - £58.68 instead of £27.50! I haven’t yet decided whether to renew my contract with Plusnet but if this is an example of how Plusnet operate their billing system then it’s likely I’ll move to a different provider.

[#2]

@Fazer You are charged a month in advance for your contract, so that is correct. Have you not, in the previous 4-6 weeks, been offered a new contract?

All providers operate in this way.

[#3]

The bill that I have just received is for the period from 18/03/2025 to 17/04/2025. My current contract does not end until 19/04/2025 so why am I being charged out of contract prices for services that are still within my contract term?

[#4]

As  I said, you are billed a month in advance, so the invoice you have received (today?) is for the period 18/04/2025 - 17/04/2025.

[#5]

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@jab1 wrote:

... so the invoice you have received (today?) is for the period 18/04/2025 - 17/04/2025.

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Unlikely!  

[#6]

@jab1 

Check your calendar - today is the 18th March and the OP's contract does not end until 19th April.

(I made that mistake at first and composed a reply - but realised just before I hit send!).

.

[#7]

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@RobPN wrote:

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@jab1 wrote:

... so the invoice you have received (today?) is for the period 18/04/2025 - 17/04/2025.

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Unlikely!  

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Oops - fat fingers

[#8]

I'm outta here - a staff response is needed.

[#9 · Accepted solution]

Hey @Fazer,

I have taken a look into your most recent bill, and I can see the discounts are still on your account however they were not applied onto your bill I have credited back the difference you overpaid.

Thanks for your patience and I do apologize for any inconvenience this has caused.

[#10]

Hi @Marsh,

Thank you for your reply. I must have been speaking to a member of the Plusnet team while you were applying these discounts. The agent said he could see that someone had been into my account and applied the adjustments this morning. Of course, it unfortunately does mean that I will have to pay the higher amount this month then get the discounts refunded next month.

I would like to express my appreciation to both yourself and the telephone agent, Ollie, for dealing with this problem so efficiently.

Regards - Dave