New billing system seems to have problems.

The new Plusnet billing system seems to have problems. I am responsible for two Plusnet bills, and both my September bills (just received) are in error. One was too high (double billed for broadband) and the other is too low.
Today I can't even view the second bill to see why it is low.

I am (on the whole) a very happy Plusnet customer, but waiting time for calls are currently very long - I had to wait about 30 minutes to raise the issue of the double billing.

I'm sure they will sort it out eventually, but in the meantime, I thought I would just post my experience.

Edited by WBJB (Tue 11-Sep-18 12:00:32)

Thanks for the tip-off. I rarely, if ever, even check mine. It's due in the next few days, so I'll be extra vigilant this month.

Thanks for the info.

Yes, queues for response to CS enquiries are disappointing, but someone mentioned 1.3 million customers. I don't know what proportion are business vs residential, and I expect there's some degree of secrecy about numbers, but if anyone has any notes on customer numbers year on year or quarter on quarter from press releases etc, I'd be quite interested.

I miss the fact that it used to be possible to call in the small hours past 0200 and get prompt response. Back in February / March (when I was upgrading to FTTC), I was left hanging in the queue after the staff knock off at 2200. (I had called at say 2115, and know they are meant to be open until 2200 - but even calling at 2150 or 2155 when the queue would still likely be lengthy didn't get any warning that a call was not going to be answered). Needs something because I deliberately left my phone on speaker to see if there would be some automated "you're going to be disconnected as service hours are xxxx to yyyy" but no messages came in the 90 minutes or so that I left it connected..

I've been happy with service for some 15.5 years. PN is not perfect, but for the money I believe they are a "good value ISP" and while some niche ISPs have vociferous customers suggesting their choice is "perfect", I really doubt every customer feels the same.

Your experience is similar to my own here

The PN operator told me that they do have problems with their new billing system but they are being sorted -- and with subscribers approaching 1.4 million there are bound to be some snags. Infuriating when the billing snag affects you -- but hey, once sorted I have had four years of totally reliable service and (I think) the best value for money. This time I think the staff have been better trained and really do try to help.

https://www.moneysavingexpert.com/news/2018/09/plusn...

Jelv ,, I got told to ignore the warnings that my account is getting shut down and the favourite excuse , its only affecting a FEW customers .
Am sure staff dont read their forum

I got my first new bill yesterday and, thankfully, it's perfect.

That�s an oxymoron!!

So far, so good, but thanks for the heads up. I will keep an eye on both for mobile and broadband.