Summary: Information on accounts and billing related issues for Plusnet Broadband and telephone services.
  1. When will I be billed?
  2. Can I change my billing date?
  3. How can I check my bills?
  4. How does my bill work?
  5. I don't understand my bill
  6. How can I pay for my Plusnet services?
  7. When will money leave my account?
  8. What will I see on my bank statement?
  9. How can I change (or update) my payment details?
  10. I've got card and Direct Debit details stored on my account, which will you use?
  11. I've received a notification about my next bill but there's a problem
  12. What happens if I miss a payment?
  13. How can I make a payment if I've missed one?
  14. I'm worried about giving you my bank/card details, are your systems secure?
  15. I need to speak to someone about my bill

1. When will I be billed?

You'll be charged for your Plusnet service(s) at the same time each month - this is your billing date.

It's set on the day that your broadband or telephone line are activated (whichever happens first). e.g. if your broadband was activated on the 25th, your billing date would be the 25th of each month thereafter.

If you've taken one of our phone services, we'll make an adjustment to cover the difference between the activation dates of each service. You'll see this as a discount or a pro-rata charge (depending on when you signed up) on your next bill.

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2. Can I change my billing date?

No, it's not currently possible to change your billing date.

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3. How can I check my bills?

Watch our support video or follow the steps shown below it to find out how to check your bill.

How to check your total monthly bill (broadband, phone calls, Add-Ons)

  • Go to www.plus.net/mybill (or go to View Transactions in My Account)

  • Each line in the table shows the details of each payment you've made, including when you were billed and for how much

  • Click an invoice number to see more details about each payment. If you're a business customer needing a printed invoice you can see a print-friendly version there

How to check your phone bill and itemised calls

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4. How does my bill work?

To keep things simple, your Plusnet services (phone, broadband, Add-Ons) are charged for at the same time each month (your billing date). Charges for each service are shown separately, so on each bill you'll see some (or all) of the following items:

  • Broadband package
  • Extra usage (if applicable)
  • Add-ons (if you have them)

If you have one of our phone packages, you'll also see:

  • Line rental
  • Call plan
  • Call costs
  • Call features (if applicable)

Most items are charged for in advance. This means your bill includes charges for the month ahead. Obviously we can't do this with charges for using your service, so where applicable your bill will include call charges and broadband usage from the previous month.

You can check invoices for your previous bills at www.plus.net/mybill

To see if any charges may be added to your next bill, you can check your current broadband usage at www.plus.net/usage and your phone bill at www.plus.net/phonebill

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5. I don't understand my bill

If you're having problems understanding your bill, you can view a breakdown of a sample bill online.

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6. How can I pay for my Plusnet services?

There are 4 payment options available, see the table below.

Payment option Pay monthly bill? Pay one-off (standalone) payments?
Direct Debit Yes  
Credit / Debit card
(Visa, Delta, Electron, MasterCard, American Express, Switch, Maestro, Solo)
Yes Yes
Cheque
(Only available to business customers paying in quarterly or annual installments)
Yes Yes

Please note: All non-Direct Debit payments will incur an additional charge of £1.50 for payment collection and processing services. This is added automatically to your invoice.

You should always make sure that you keep your payment details up-to-date. To help you with this, if you're paying with a card we'll send you a reminder email before it's due to expire.

A good way to make sure that you don't miss a subscription payment is to set up a Direct Debit. As payments are made automatically you won't have to worry about updating your details or confirming regular payments (Obviously you will need to make sure that you have enough funds in your account at the time you're billed).

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7. When will money leave my account?

If you're paying with a credit or debit card

  • We'll submit the payment on your billing date and the money should leave your account immediately - it may take a few hours for your bank to update your statement

If you're paying by Direct Debit

  • We'll submit the payment on your billing date and the money should leave your account after three working days

In all cases, we'll send you an email to confirm more exact details on your billing date.

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8. What will I see on my bank statement?

Card payments

The reference for card payments will contain a series of numbers, which represents the ID of the invoice for the payment.

Direct Debit payments

The reference for your Direct Debit payments will look like this example - PLUS12345-1. This reference consists of three parts:

  • Three or four letters to represent your provider (PLUS or PNET in most cases, but can also be FOR, FOL or VODA)

  • A series of numbers to represent your Service ID (you can find it at the top of any of your previous bills)

  • A hyphen followed by a single or double-digit number

To find out how to check your bills, please see question 3.

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9. How can I change (or update) my payment details?

Changing your payment details is easy, you don't even need to call us. Just go to www.plus.net/mypayment and login with your Account username and password. See our support video below for more help with this.

To find out what types of card we accept, please see question 6.

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10. I've got card and Direct Debit details stored on my account, which will you use?

Monthly payments

  • If there's an active Direct Debit instruction set up on your account, we'll use that, otherwise we'll use your card

  • Direct Debit instructions can take up to a week to set up so bear this in mind if you've only just added or updated one

  • If you want to switch to paying monthly bills with a card you'd need to cancel your active Direct Debit instruction first - Note: a processing charge of £1.50 will apply if your monthly payment is taken by card

One-off (standalone) payments

  • One-off payments (e.g. paying for Line Rental Saver) can only be made with a credit or debit card, so we'd use the card stored on your account or you'd need to provide one

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11. I've received a notification about my next bill but there's a problem

Once we've submitted a payment to your bank, we can't make any adjustments until your bank has accepted or rejected that payment.

If you think you may have a problem paying your bill, or the amount is wrong, please contact us to discuss your options.

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12. What happens if I miss a payment?

If we can't take your monthly payment (why does this happen?), we'll send you an email (and text if we have your mobile number) to let you know.

The next time you connect to the Internet, you'll be redirected to a page asking you to make a payment.

If you can't pay straightaway, you can acknowledge the message and carry on using your services as normal. We'll send you further reminders via email (and text if we have your mobile number) about the missed payment after 5 and 10 days respectively.

If you've not paid after 14 days

  • We'll apply restrictions to your account (this will add an additional charge to your bill if you have a Plusnet phone package) and contact you again to let you know that we've done this (How would my account be restricted?)

If you've not paid after 28 days

  • We'll try to contact you to take the outstanding payment, if we can't then your account will be cancelled - this may add additional charges based on length of your current contract

Why might my payment fail?

The most common reasons for unsuccessful payments are shown below.

The card you normally pay with may have expired

If the card you normally pay with has expired we'll ask you to add new card details when you log in to our website. When you've done this you'll see the amount outstanding on your account and you can choose to pay this using your new details.

You can check and update your payment details at any time.

Your bank/building society may have been unable to authorise the payment

  • You may not have had enough credit in your account when the subscription payment was due

  • If you've chosen to pay by Direct Debit your bank/building society account type might not support this kind of payment

We'll ask you to pay with different details when you log in to the Plusnet website.

What restrictions are applied 14 days after a missed payment?

Broadband

All browsing will be restricted, apart from limited Member Centre access (you'll just be able to pay the outstanding amount, view your past transactions, check our online support or raise a Question). Once you've paid the amount owed all restrictions will be removed and you'll be able to browse as normal.

Phone

All outgoing calls you make (apart from emergency and Operator) will be redirected to our Customer Support team (incoming calls are not affected). Once you've paid the outstanding amount on your account and we'll remove the restrictions on your service.

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13. How can I make a payment if I've missed one?

When you're ready to make the missed payment, all you need to do is log in to our website and you'll be taken directly to a page showing you how much is owed (you can also see this and previous invoices at www.plus.net/mybill) and when it was originally due.

You can then choose to try again with your normal payment method, or add a new card for one payment only (we'll only save this if you ask us to). If you choose to save the card you use here, £1.50 will be added to your bill if it's used to take future monthly payments. Please note that any restrictions applied to your account will only be lifted once an outstanding payment is processed.

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14. I'm worried about giving you my bank/card details, are your systems secure?

Yes, we take your online security very seriously. We use industry-standard security technology to make sure that all your details stay private, such as the Verified by Visa and MasterCard SecureCode online security system. Once you've registered, this makes sure your card payments on our website (and 300,000 others across Europe) are password protected, stopping unauthorised use online.

All payment and personal details are encrypted and transmitted using a Secure Socket Layer (SSL) connection.

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15. I need to speak to someone about my bill

If you have any questions that aren't answered here or you want to talk to us about a failed payment, you can give us a call or ask us online using the Help Assistant.

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