Upgrade to full fibre and end of previous contract

[#1]

Hi,

I recently upgraded to full fibre on19th October but the engineer appointment isn’t until next week, in the meantime the contract I was on has ended. When I called to upgrade I asked about this and was told it would all be fine because I’d spoken to Plusnet that day and agreed a new contract. However, my account now shows I’m ’out of contract’ and I’ve been billed for the full out of contract price. I appreciate I don’t have the full fibre yet and it doesn’t activate until the engineer comes out, but I was under the impression I would essentially either start on the new contract immediately or be put on some sort of rolling continuation of the existing until the upgrade is done. How is billing etc supposed to work in this situation? 

When I go on to my account it just says there’s an error because a change is being processed, but it’s been over two weeks now. I also haven’t received the new router so I’m concerned there’s some sort of issue. How long should delivery of a router usually take? 

[#2]

@Squirrel4 

Routers get sent out on a "just in time" basis so a couple of days before your install is due. You (should) get notified by e-mail of the dispatch and given a tracking reference.

What router do you currently have. If it's a HubOne that can be used.

As for the bills, you might have to wait until after the install for things to get sorted. Bills are produced in advance of the payment date and always reflect the contract in place at the time of the bill. Any new contract or renewel can be missed depending on timing. It usually sorts itself out with the next bill.

Brian

[#3]

@Squirrel4 

From my experience (and assuming you can afford to be out of pocket for a bit) wait for the install to conclude and the next billing cycle to happen then phone up if it's still wrong (it was).

I then had the worlds most confusing bill next month but it was all sorted out!