The Lemon Fool

Hi
Mum & Dad are with plusnet for phone and broadband , for some reason plusnet stopped sending bills and taking money out of their bank account in Jan 2019
Ive rung plusnet who say that there's a computer system glitch at their end which they know about but they don't know when it will be fixed, until it is Mum & Dad will not get any bills , nor will the payments be taken from their bank
I know with gas/ Electric , bills cant be backdated more than a year , is it the same with phone bills ? as Mum is panicking that they will end up owing hundreds of pounds ( Theve got the money in bank so the actual payment isnt an issue)

No idea about the backdating, but have they looked at their bills here https://www.plus.net/member-centre/login ?

Slarti

steelman99 wrote:Hi
Mum & Dad are with plusnet for phone and broadband , for some reason plusnet stopped sending bills and taking money out of their bank account in Jan 2019
Ive rung plusnet who say that there's a computer system glitch at their end which they know about but they don't know when it will be fixed, until it is Mum & Dad will not get any bills , nor will the payments be taken from their bank
I know with gas/ Electric , bills cant be backdated more than a year , is it the same with phone bills ? as Mum is panicking that they will end up owing hundreds of pounds ( Theve got the money in bank so the actual payment isnt an issue)

It seems like they're perfectly able to pay any bill from their savings, and it's only the theoretical (or reputational) concept of "owing" money that's panicking her. You could get her to consider that even if the bill ultimately runs to hundreds or even thousands of pounds, it doesn't become due (and therefore owed) until they furnish her with a bill. At that point she'll have the usual 30 days or whatever to pay it before it would become overdue, even if it's for services supplied months ago.

They should continue to keep money aside until Plusnet sort themselves out, and sleep easy.

Scott.

Slarti wrote:No idea about the backdating, but have they looked at their bills here https://www.plus.net/member-centre/login ?

Slarti

I think the problem is that PlusNet’s system isn’t generating bills for some customers (and faulty ones for others), hence not only no direct debits but also no bills to view. This has been going on for some months and crops up in the user forum periodically. The problems with PlusNet’s systems and their protracted efforts to ‘improve’ them are the stuff of legend. Luckily IME their actual fibre/broadband service is actually very good.

Something like this happened to us last year with the annual payment one can make to get a reduced rate. They treated it as a credit for the other monthly payments due. So nothing was taken for a couple of months, but eventually they sorted it out and collected the amount owing. Just enjoy the 'free' service!

I moved from Plusnet to John Lewis Broadband 10 months ago. John Lewis Broadband is Plusnet with a John Lewis front. By moving I got a £40 John Lewis voucher and cheaper bills !

As it happened, much cheaper bills as they haven't as yet billed me in spite of me pointing it to them. However I have just got a mail telling me that they have now sorted out their billing problems and will just take the last 3 months owed.

I assume that will be the same for direct Plusnet customers

Lucky you! I wish this was the situation for me! Plusnet is charging me loads at the moment because the contract expired and they didn't send me a notification to say it was like they claim they are supposed to.

I rang for a better deal two nights ago but their computer systems went down and they said they would call me back. So far they haven't.

I might take a look at other companies like Vodafone, TalkTalk, Virgin Media, Sky etc.