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Billing Problems Continue to Afflict Customers of UK ISP Plusnet

Tuesday, March 12th, 2019 (10:48 am) - Score 2,171
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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14 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.

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