Plusnet Service

1. General Billing Policies

1. All subscription payments are managed by an automated billing system which runs daily and processes account payments due on that date. The billing script takes several hours to complete, meaning there is no set time when a particular customer will be billed. Payments are taken in advance
2. On the customer's billing date (which can be found on our website here), the billing script will attempt to take payment from the payment details we have stored.
   • For Direct Debit, the request will be submitted to the bank on the billing date. It takes between 3 and 5 working days for the payment to be processed and authorised by the bank. Occasionally, the billing run can be delayed, causing the Direct Debit payment to leave the customer's bank later. The customer has a responsibility to ensure there are sufficient funds for the payment to clear.
   • Card payments are submitted and authorised by the card issuer immediately.
3. If both Direct Debit and credit card details are held for a customer, the Direct Debit instruction will take precedence.
   • If the Direct Debit payment fails, other stored credit card details will not be used automatically.
   • Credit card details will only be used if we have received notification that the Direct Debit instruction has been cancelled prior to the billing date.
   • There are occasions where the Direct Debit instruction may be cancelled by someone other than the customer, for example during the process of a customer changing banks. In these rare circumstances, our systems will see a cancelled Direct Debit and payment will be taken by card automatically. All payment details can be entered or updated here.
4. We cannot accept debit cards (Switch, Maestro) for recurring transactions, (i.e. subscription payments). This is due to banking regulations which state that debit cards cannot be used for Ecommerce transactions where the cardholder is not present.

2. Common Reasons for Payment Failure

1. Direct Debit is the most reliable way to pay for a subscription account. The customer is protected by the Direct Debit guarantee, which means that if any error is made, they are entitled to an immediate refund from their bank or building society.

   Direct Debit payments can fail for a number of reasons:

   • Direct Debit instruction cancelled by customer or the bank/building society
   • No funds available
   • As a result of moving banks
2. Card payments are more prone to difficulties than Direct Debit. The customer is also less protected, and the payment cannot be cancelled directly though the bank, unless the card itself is cancelled. Also we can't accept Switch/Maestro cards for recurring transactions.

   Some common failure reasons include:

   • Card cancelled by customer (card stolen etc.)
   • Temporary referral from bank for anti-fraud reasons
   • Insufficient funds available
   • Card expired / replaced

3. Failed Billing Processes

Card and Direct Debit payments

1. The billing script runs and payment request is submitted to the bank. An invoice is raised, and can be viewed via our website.
2. The bank will accept or reject payment request within 5 working days for DD, and immediately for card payments.
3. If payment is rejected, an email is sent to both the customer contact and default account email addresses, stating that there has been a billing problem. An SMS with the same information is also sent (if the customer has registered to receive these). More details about why the payment failed are included as a Help Assistant Question on the account. A letter is also sent out to the customer's address, advising them of the problem. Charges maybe incurred where payments have failed. These are detailed in the terms and conditions which can be found here.
4. When the customer connects to the Internet they will be alerted that their payment has failed. This will prompt them to update their payment details on the website and pay the amount owed. However, the customer can choose to acknowledge the message, but not make a payment straightaway.
5. The account will remain unrestricted for 14 days, giving the customer a chance to update payment details. After 5 days and 10 days reminder emails (and SMS if the customer has registered to receive these) will be sent to re-prompt for payment. During the first 14 days the failed billing team will also attempt to call the customer to sort out payment details, and any other related problems.
6. If payment hasn't been made within 14 days, the customer's broadband will be restricted to limited Member Centre access. This will only allow the customer access to; pay the amount outstanding, update their payment details, view past transactions, check online support and raise a Question. Once again, an email and SMS (if the customer has registered to receive these) is sent to prompt for payment. A second letter is also sent out to the customer, reminding the customer of the missed payment.
7. 14 days later (28 days following the original invoice date), the account is cancelled, and the outstanding balance is sent to an external debt collection agency. At this point, an extra charge can be added on to the outstanding amount, to cover the cost incurred. The customer is notified.
8. If required, a fee of £40 inc VAT will be payable for re-activation of the line once it has been ceased. This is in addition to the full outstanding balance and cessation charges.

Cheques and BACS Payments

Cheque payments are not a preferred payment option, however there are some circumstances when they may be accommodated, including:

1. Business customers who pay annually in advance by cheque.
2. Metronet and Madasafish customers who historically pay by Bank Transfer (BACS) (Not available to new customers).

Customers should be aware that we do not raise or send out invoices before a payment is due. Invoices are raised on the billing date.

4. Home Phone Specific Policies

1. Just the same as Broadband, a Home Phone account will remain unrestricted for 14 days after a missed payment. The customer will be alerted via email, SMS (if registered to receive these) and payment prompt screen when they connect to the Internet. After 5 and 10 days reminder emails and SMS (if registered to receive these) will be sent to re-prompt for payment.
2. If the amount owed has not been paid after 14 days, all outgoing calls (except emergency and Operator) will be transferred through to Customer Services and administration fees of £5.76, for the application and removal of the call diversion will be charged on the next subscription payment.

   Once payment is taken, call restrictions will be removed within the following timeframes:

   • Within a couple of hours - If we process your reactivation before 2pm Monday to Saturday.
   • Next morning - If we process your reactivation after 2pm Monday to Friday.
   • Monday morning - If we process your reactivation after 2pm on Saturday.

5. Policy Changes

We will list changes to the policy as they occur, to make it easier for you to see if and how the policy has altered since you last read it.

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