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Billing Problems Continue to Afflict Customers of UK ISP Plusnet

Tuesday, March 12th, 2019 (10:48 am) - Score 3,021
plusnet uk

Several months have now passed since budget broadband ISP Plusnet, which is part of the BT Group, migrated their old billing system to a “brand-new” platform and sadly it appears as if some customers are continuing to report a variety of different problems and bugs.

The provider originally described last September’s upgrade as “one of the biggest projects the company has undertaken … As part of this we’re making some changes to what your bill looks like, and introducing some new features. It should make information about your payments and services much clearer and easier to understand.

Sadly migrations of major database driven systems (email, billing etc.) rarely complete in a trouble free fashion and that was certainly true of Plusnet’s effort (here). Since then many of the biggest bugs have been resolved but for others the problems appear to be on-going and Plusnet is busy tackling such concerns individually with those affected.

A quick look at the ISP’s Community Forum page for billing/accounts, as well as various Facebook posts, highlights a fair few on-going issues with missing or delayed refunds, incorrect or late bills (e.g. double payments), account pages that don’t work with certain web browsers and rejected payments etc. Metro has also highlighted this.

A Spokesperson for Plusnet said:

“We’re aware that a very small number of customers are still experiencing problems from the introduction of our new billing system, and we’re working hard to fix these legacy issues. We’re sorry that this isn’t the service customers have come to expect from us and give our assurance this will be sorted as soon as we can.”

The situation is much improved from last year but it’s clear that not all of the new system’s bugs have been weeded out yet. On the other hand most major ISPs will suffer from at least some sporadic billing problems, often even with an otherwise functional platform.

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Mark Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
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23 Responses
  1. Avatar Miguel

    Does it seem to be affecting just existing customers who were migrated to the new system or are new customers having issues too?

    • So far as I can tell it’s existing customers. Hard to be sure about new ones.

    • Avatar AnotherTim

      From my experience it is potentially any customer that changes anything. I moved from a residential account to a business account, and Plusnet couldn’t close the residential account (or give a refund), and they still can’t bill me for the new business account. Another residential account I have was unaffected – until I re-contracted recently, when all the negotiated discounts went AWOL, and I was billed the wrong amount. It certainly doesn’t affect everyone, but I now have a track record of 3 out of 3.

  2. Avatar PN

    [Admin note: Comment removed as not from an official Plusnet spokesperson]

  3. Avatar Phil

    Since PlusNet’s inception they’ve always had billing problems as well as network problems. I suspect in a few months they will announce another new billing system. So glad I left them years ago.

  4. Avatar Scott

    The company is a joke, cancelled my mobile they took last payment then told me it wasn’t cancelled after all then tried to add another 30 days notice to quit … liars only out to grab your money

  5. Avatar josh

    PN always say a small number of customers affected , it happens every time the update any part of their systems.
    I am a PN customer for 10 years ok the connection is 95% good but support is terrible every time they say give us time we will get there , still awaiting to arrive .
    I moved house last year , and did not get last bill for old address, and have not had a bill at all for new address , this billing problem has been going on for at least 6 months , and they had problems before the move to the new system hence the fine from Ofcom

  6. Avatar Chris

    Yes I’ve had billing issues too with Plus.net.

    I moved house towards the end of last year and they failed to bill me for several months, then finally charged too much. It took about 3 months to finally sort out, but fingers crossed it is all now resolved.

  7. Avatar Sofia

    I have problems until now I left the contract since November 2018 and still charging me.im very upset about this and no one sorting it out,they saying I didn’t paid the termination fees I but I did,I send all they details that I been paid and now I keep receiving letter for depth collection.very disappointed I’m still waiting for them to sort it out until now

  8. Avatar Simon

    I’ve just received my monthly bill from PlusNet and as usual my discount is missing. They promised to refund it for last month’s bill but didn’t. Complete shambles from PlusNet billing – this has been going on for months. I made the mistake of upgrading from an existing ADSL contract to FTTC mid-contract.

  9. Avatar William

    It effects new customers as well. I signed up in November and my next bill date is still shown as 5th January. So far I have wasted over two hours on online chat with their customer support and I have yet to receive any information from the company as to a resolution to the issue. A support ticket has been raised but seems to be being ignored on an ongoing basis.

  10. Avatar Jon

    The billing issues I’m having started around the 23rd Dec 2018 causing me endless grief from my family especially around an already stressful time of year. After hours on the phone going around the house implementing several suggestions by the ‘engineer’,I kept telling him that everything was fine, I had manually paid the bill that they should have taken via DD, I was still getting ‘billing failed’ window on my fire TV devices. He tried to fob me off with ‘interference from the Xmas lights power adaptor’ and that we should be using a wired connection etc etc… He finally said “I’ll try resetting your account’ and the moment he did that everything was back up and running in an instant. January and February were similar scenarios but slightly less frustrating, nether the less, I shouldn’t have been in that position in the first place. On the plus side, the connection (when the billing issues aren’t present) is fantastic, I mean just fantastic and at a good price too… (When they actually take the money out).

  11. Avatar Rog

    I have not had a bill since November last year and they cannot speculate on when I will get the next one.

  12. Avatar Janno

    Hi – just to inject some balance here.
    Have been with Plus for 10+ years, and have encouraged lots of friends and family to join. Was nervous to hear that BT had bought them a few years back, but as it happens generally no deterioration in service.
    Connection is fine, and billing was fine if a little old fashioned – until this new billing system came in. Yes, it is clearly a disaster. No, I am not thinking of changing ISP.
    Why? Because Plus still have excellent call centre people (in this country and apparently decent pay) and in particular have a great customer forum, which is even more detailed and responsive than the call centre people.
    If the latter deteriorates I shall consider leaving, but for now I and family members are staying due to combination of good support, no sales pressure, pleasant call centre people and competitive pricing.

  13. Avatar Ian King

    I’m still having billing problems since November 2018. Really shocking thing is that PlusNet keep telling me that they have no idea when it’ll be resolved.

  14. Avatar Ron

    I am a plusnet customer 10 years , and yes they are bad with any Major upgrade to any of their systems .
    Their old billing system was bad but this one is terrible , i moved house in december and have not had a bill since then , their forum says they will not take payment for more than last 90 days after its fixed IF ever .
    And yes they always say its a small number of customers 🙁

  15. Avatar Liz

    I moved house in September and have not had a bill since, I have now given up contacting plusnet it’s a complete waste of time and just makes it more frustrating because the left hand doesn’t know what the right is doing I’m sick of being fobed off when they say we can’t tell you what the problem is but we are working on it twenty four seven to put things right ,yes and I’ve just seen a flying pig. It’s a joke.

    • Avatar D. Walker

      Hi. I’m in the same situation Liz – it’s such disgraceful customer service. They don’t seem to realise how stressful the whole situation is!

  16. Avatar SIMON RAMWELL

    I am sick of giving PN an interest free loan every month of £7.99. They should be banned from taking any new customers till this is resolved

  17. Avatar D Walker

    I moved house last September and it’s now End of April and I’ve not yet had a bill! I keep ringing and getting fobbed off. My worry is, if I get a bill for 9 months service in one house! I just can’t understand why it is taking so long for this bill problem to be sorted out! Would I be within my rights to change supplier, even though I’ve still got a year and a half contract to go? I ring every month, but am no further on getting answers! It’s stressing me out

  18. Avatar Jez

    I’ve added Plusnet’s TV service and because of the billing issues they have they cannot add the full service, but they’ve got me in a 24month agreement for this TV service according to them, I don’t think they have a leg to stand on keeping me on a agreement where they cannot supply the service. Im giving them a few more weeks to sorting this Billing system out and Im pulling away from them.

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