Smaller payments coming out of bank. Not showing up on Pnet account payment history page.

[#1]

Hi

My monthly broadband bill is £24.99 but I've noticed that in December a separate payment for £4.36 came out of my bank account and today, aside from the most recent monthly payment of £24.99, another payment of £6.77 came out. I've checked my payment history on my account but neither of these smaller payments are showing up (only the £24.99 payments are showing) so I'm not sure what they're supposed to be for. Is there any way I can get an explanation of what they're for please? All the payments appear to have a reference number that starts with "Pnet".

Thanks

Jopes

[#2]

Hiya @Jopes, thanks for getting in touch.

I'm really sorry for the concern caused with your bills and will get this sorted for you.

I have taken a look into what has caused this and have provided a more detailed response on this and the steps I am taking to resolve here for you: https://www.plus.net/wizard/?p=view_question&id=220901119

Please do let me know if you have any further queries at all.

[#3]

Hi Lauren,

Without going into particulars, for the benefit of anyone else encountering a similar issue, what circumstances give rise to the charges reported?

[#4]

@Townman

Hard to say if I'm not going into detail but as examples:

• If we only charge for one part of the subscription, i.e. broadband not line rental. This could be due to a house move, if one service activates first significantly before the other
• We could have applied an agreed credit on an account which is consumed by future bills
• If the service activates on a date which we don't generate bills on, we'll move the bill date then generate a pro-rata bill to cover the days between the service activating and the date we've moved the bills to, because the up front payment from signup would cover for a period of time from the new date rather than the activation date
• There may be call charges or termination fees on a bill

[#5]

Thanks Anoush, but one would expect those to show in the billing system. The OP suggested that their debits did not.

[#6]

That'd entail going into detail about the circumstances of their account(s) which I can't do publicly.

[#7]

I have received confirmation that these smaller payments are going to be refunded but, alarmingly, I also received an email entitled "about your cancellation request." I have made no cancellation request (I have only posted this thread on here). The email said "the cancellation will take place on 6th January 2022" and I have woken up this morning with no internet access which I urgently need as I work from home.

I'm not sure what's happened here but I need to be able to access the internet as soon as possible. I am seeing this when trying to connect:

[#8]

Oh my!  That sounds like a process failure ... I hope that in these circumstances there is an emergency back out process to reinstate the service ... rather than the typical 10 day re-provision process we've seen in similar scenarios previously.

[#9 · Accepted solution]

The Internet status showing as connected suggests the line is still active but the router is stuck in the default setup mode. Try going to advanced settings then connect using your username@plusdsl.net and your account password then hit the connect button. 

Let us know how it goes. 

[#10]

"The email said "the cancellation will take place on 6th January 2022"

Hi Anoush,

I guess not being in the office, you cannot comment on if the cancellation email is just coincidental to the userID having being reset in the router or is in fact the cause?

Appreciate that you are fielding this in your own time from home prior to your shift.

[#11]

Thanks @Anoush

After resetting the router a couple of times (as I was getting a message that said something along the lines of 'only 100 sessions at a time. please try again when open sessions have ended') I followed your instructions and it seems to have worked. I'm now connected again to Plusnet which is good. 

So it seems everything is now resolved (smaller amounts being refunded and now reconnected to broadband). Thanks for your help everyone.

[#12]

Thanks for getting back to me @Jopes

Excellent, I'm glad to see you're able to get online again.

Let us know if you have further issues or there's anything else you'd need help with.