In reply to a post by dercoss:

I don't doubt it but it seems an awful lot of customers do have a problem, me being one of them. And I'm not talking about one simple billing mistake, any company can mess up. It's that Plusnet seem incapable of putting things right when they go wrong.

Its the downside of internet forums, most people only post when they have a problem. It is impossible to tell if this is 0.01% of the customers, or 80% of the customers. Only Plusnet will know.

Point taken, but the PN forum has been full of complaints for a long time now. My monthly billing runs fine but every transaction with PN -- initial transfer from BT and every subsequent contract renewal -- has been screwed up somehow. The service is excellent and great value and the PN reps have been apologetic and helpful, such a pity the accounts system causes them extra work, not to mention hassle for the customers.

It's got to be a lot of customers, certainly more than the lower figure. It only seems to happen when something changes with your contract that the billing problems seem to arise and then can't be put right.

In reply to a post by Malwaremike:

Point taken, but the PN forum has been full of complaints for a long time now. My monthly billing runs fine but every transaction with PN -- initial transfer from BT and every subsequent contract renewal -- has been screwed up somehow. The service is excellent and great value and the PN reps have been apologetic and helpful, such a pity the accounts system causes them extra work, not to mention hassle for the customers.

I take your point, I've been with PN since 2014, and do read the tbb forum. But it is very hard to tell on internet forums.

In reply to a post by adslmax:

I don't understand why peoples want to leave PN to join other ISP who will billing you but PN are remain free until they fixed the billing issues (I doubt they ever will fix it) and PN will let peoples cancelled their contract for no penalty charge because it a win win for PN as they know u will lose these free broadband and line rental (once the bill has resolved it only go back to the last 90 days)

It's taken me a year to get PN to stop incorrectly charging me, by not charging me at all*. I have no intention of leaving at the moment.

*apparently I will still have to pay the first 3 months at some point, but nothing thereafter. I am fully expecting them to stuff this deal up somehow as well though.