Renewed monthly broadband contract but online account shows wrong amount

[#1]

I renewed my broadband contract for 18 months starting 4 April 2023 and was given £25.99 as the monthly amount.  I have the plusnet email through saying my new contract has started but when I check online, it says my monthly amount is £26.63 not £25.99

Why?

[#2]

Browsing the forum, it looks like this is a common theme where the dashboard prices aren't correct.

Hopefully the bill in a couple of weeks will be correct with all the adjustments....

[#3 · Accepted solution]

Hi @cjags, thanks for reaching out over forums, I've dropped a quick email to let you know what I've done to get this sorted for you  

[#4]

I have a similar issue. My contract was ending so set up a new deal. "From 19/06/2023, your monthly subscription will be £25.99 for 18 months"... My account says my new bill for the coming month is nearly £40 though. Surely this needs updating. Appreciate the help!

[#5]

Hey @gidavies, I've checked your account and everything has gone through correctly. Your online account may not have been updated yet but your next bill will be the new deal.

[#6]

Thanks for checking but I was just charged £39.76 still on my direct debit. Surely this is an error. Can the difference be refunded or credited to next month?

[#7]

Ta for getting back to us and I'm sorry for the confusion. 

I have looked into this and provided more insight here, does this make sense? 

[#8]

Thanks Sammy.

I literally took out the new contract the day after the old one expired and it was a Saturday so it pushed it to Monday. And them I was billed an out of contract amount so I guess there would be some weird anomaly with the overlap. Thanks for looking into it. I'm happy to consider this matter resolved if this will be amended on my next bill. That's grand. Thanks again. Gareth.

[#9]

It deffo will Gareth, you can see how our pro-rata bill works here; https://www.plus.net/help/my-account/your-broadband-bill-explained/ 

Get back in touch if you need any further help and have a fab weekend!!