Alert to Max Premium (up to 832kbps upload) users

In November, following the VAT reduction Plusnet announced that they would be reducing all prices. On the page linked from http://portal.plus.net/wizard/?wizard_id=20 it shows that the price is £7.83 per month (previously £8). However existing users are being overcharged, invoices issued since the 1st December are showing that the price excluding VAT has been increased from £6.81 per month to £6.96. Another report of this has been made today: Link

I have raised tickets and been given refunds in respect of both my December and January invoices and I suggest any other users who have been similarly overcharged should also raise tickets.

A special note to users who have taken up the £3 per month reduction if you stay for 12 months offer. The Plusnet billing system apparently can't cope with two credits being applied to the same bill so a credit for the overpayment stops the £3 discount being applied to the bill. If you are in this situation you should insist on the refund being credited to your bank/card to prevent this problem.

Hi John,

I've raised this with our Products Team to try and get some further information.

This is now in our "Problem Hopper" which prioritises non critical problems and should be fixed soon.

Thanks for the bump John.

The Plusnet billing system apparently can't cope with two credits being applied to the same bill so a credit for the overpayment stops the £3 discount being applied to the bill.
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Now there's a surprise. The bigger questions surely are: how long has the system been malfunctioning in this way and how many hundreds/thousands of promised or due credits have never actually been transferred into customers' accounts?

Simon

From the information I received (and from what I saw on my own account) it just meant that the £3 credits were put back a month. The reason I got upset that having committed to 12 months the final £3 discount would be after 13 months - effectively making it a 13 month commitment. The total amount I would have been charged by the end would have come out right.

Nothing like as big a foul up as you are implying, but something that shouldn't have happened none the less.