Billing issues

[#1]

I have just upgraded to Full Fibre 74. l received an email 21/12/24 confirming that my new monthly bill will be £25.49 per month from 19 Janury 2025. However, when l logged in to check my account it states £32.65 per month. Please can you confirm it is £25.49 per month otherwise l may have to switch to another provider. Thank you 

[#2]

Hi @SarahM2,

I am not sure as to why the amount of £32.65 would be showing on your account.

This is most likely due to the change in process may still be showing old or incorrect amounts.

I have reviewed your account and billing and have attached a ticket onto your account which you can find here: https://www.plus.net/wizard/?p=view_question&id=245405879

You will find a response containing a break down of what you will be paying.

Can you please let us know if this is satisfactory?

Kind regards, Lex

[#3]

Moderator's note:
Thread split off from an old topic https://community.plus.net/t5/Plusnet-Feedback/Billing-issues/m-p/1994249#M89811

[#4]

Thank you Lex, l have just checked my Plusnet online account home page and the monthly bill amount has been updated/corrected to reflect the £25.49 due on 27 January. l will double check the direct debit is correct on 27th.

It is a shame that l have to go through the community forum to resolve billing issues etc. It would be helpful to allow customers/members to send queries directly via their account, as calling to resolve issues is time consuming and all emails received from Plusnet are 'do not reply'.

Kind regards,

Sarah  

[#5]

Hi @SarahM2 

I am pleased to hear my colleague Lex has been able to provide a satisfactory outcome in respect of the billing issue.

In terms of the ways in which we can support you, as you have alluded too Plunsnet emails are 'do not reply' Whilst we do not have a direct email address for customers to use to communicate with us, we do offer support via the typical social feeds i.e X, Facebook etc. Should you ever require support and do not feel comfortable calling us then please do feel free to use these channels.

Thanks