Why is there no recalculation of the price for broadband?

[#1]

I ordered broadband on August 26 and paid the bill for a month. I was notified by the company that due to waiting for a broadband connection, my calculation will be revised. The connection took place on September 22, and now I have received a full bill for the broadband service. I have a question why there was no recalculation? After all, in fact, I was able to use the service only 8 days out of the paid 30 days?

[#2]

Hi Daria,

I've had a look at the breakdown of your bill and I see there is a credit to cover the time you've paid for a broadband service which you haven't had. If you haven't yet looked at the breakdown, you can do here https://www.plus.net/mybill

Let me know if you have any further queries 

[#3]

Hi,
I look for my bill and it's still write me that I must pay for this month. I see my chargers broken down, but I received e-mail that I must pay or . "If your payment's late you'll be charged a fee, so please pay your bill now."

and my balance is outstanding.

[#4]

Hey @Daria,

Are you able to make the payment? If so, this can be done online via the Member Centre. 

[#5]

I mean do I have to pay? I paid for my service on August 22, they connected it on September 27. I am very sorry, but I was told that the difference for the unconnected period will be compensated to me as an advance payment. As a result, I lose almost a month of a paid service that I did not use.

[#6]

mean do I have to pay? I paid for my service on August 26, they connected it on September 22. I am very sorry, but I was told that the difference for the unconnected period will be compensated to me as an advance payment. As a result, I lose almost a month of a paid service that I did not use.

I received messenge when I paid first time:

Username: tanners46

Congratulations, your Plusnet Home Phone service is now ready to use!

Your telephone number is: 0132255xxxxx

About your bill
When you signed up to Plusnet you paid your initial one-off charges and set-up fees, including an advance payment for your next month’s service in full. Because your broadband and phone were activated at different times, we'll refund you for the period between your broadband and phone going live which will appear on your next bill as a credit.

[#7]

I think the problem may be that you are expecting a credit for both the phone & broadband for the period. That isnt the case, the phone service was connected and available during that period and so you will only be cedited for the broadband part of the costs. This is likely to be quite small, since on most contracts the broadband cost is heavily discounted and thus a small proportion of the total monthly cost.  Therefore any credit for the period for which it wasnt avalaible is also quite a small amount.

Hope that helps explain

[#8]

I am a new member and in my contract telephone line included in the broadband service, that is, I do not pay for the line.

[#9]

You do still pay for the line. The total cost you pay is made up of the line rental cost and the broadband cost. If you look at the detailed breakdown on your bill you will see a line rental charge, a broadband charge and then a discount applied to the broadband charge.

[#10]

I repeat. I signed a contract in which the telephone line comes with a 100% discount and I only pay for broadband. They wrote to me that the line will be connected faster than broadband, and during this period that I do not use broadband, I will be compensated. I paid for the service in advance. The difference between paying for and getting broadband access is 4 weeks. That is, for the 4 weeks that I did not use broadband, there should be compensation with a loan, there is none. According to my account and bill, I owe the company money for the whole of October. Although my money is stuck. I never saw any changes in my account in the account, although the breakdown is correct and there is a discount. The company asks me to pay for a previously paid service or a fine will be charged.

[#11]

@Daria You've got it the wrong way round, you pay line rental and the broadband is discounted. I would guess that the bill you have to pay is for the next month, as you have to pay in advance.

[#12]

Hey @Daria,

I'm really sorry for any confusion that there may have been surrounding this. I've raised a support ticket on your account this evening to hopefully clear up some of the confusion, but if you have any further queries then please don't hesitate to get back in touch and I will be more than happy to assist

For reference, you can access this support ticket here.