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UPD Ofcom Mistake Forces Delay to Plusnet Incorrect Billing Investigation

Friday, January 6th, 2017 (10:56 am) - Score 806

Ofcom has had to retract last year’s notification to Plusnet, which provisionally found that the UK ISP may have incorrectly billed customers of their fixed line broadband and phone services (here). This is due to a mistake with the regulator’s “legal enforcement powers.

The investigation began on 27th May 2016 after Plusnet voluntarily highlighted the problem to Ofcom, which in November 2016 resulted in the regulator finding “reasonable grounds to believe” that the ISP may have continued to incorrectly bill customers of their fixed line broadband and phone services between 7th March 2008 and 3rd September 2015, even after those users had cancelled.

However the regulator has today retracted that notification because it “did not accurately reflect changes to Ofcom’s legal enforcement powers, which came into effect in May 2011“. This means that Ofcom will now have to re-draft the notification to correct for the error.

Ofcom Statement

As this technical change occurred within the period for which we have reasonable grounds for believing Plusnet to be in breach of GC11.1, we have decided to withdraw the original Notification issued to the company. We now expect to issue a new notification to Plusnet in due course.

End.

UPDATE 14th Feb 2017

Ofcom has now re-issued the notification, albeit reflecting a shorter period from 26th May 2011 to 3rd September 2015 (here).

Leave a Comment
3 Responses
  1. Avatar AndyH says:

    Mildly embarrassing.

  2. Avatar Steve W says:

    I hate Plusnet! We were lifemobile customers who were then moved over to Plusnet Mobile – who then disconnected our phones (a week after collecting DD payment) two days before Xmas by mistake and then told us it would take at least 5 working days to reconnect – ended up going to carphone wharehouse and buying two PAYG handsets so we had phones for Xmas as we were traveling! I would have bought new sim cards only had carphone had any available but as we were just about to hit the road shopping around for sim cards was not really an option.

    Now taking Plusnet Mobile to court to recover the money we had to spend out – Plusnet customer service is just hopeless – staffed by people who could not care less!

    I would advise everyone to avoid signing up with plusnet Mobile, they are crap! And in the meantime while still taking payment they have mangaed to cut me off almost every other day before reconnecting me! Now have pack codes and leaving. I really do hate this company, AVOID AT ALL COSTS

    1. Avatar Sledgehammer says:

      I think you should do a review of your problem for others to see in “ISP Reviews”

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