Regulatory board Ofcom have launched an investigation into Plusnet over a number of billing issues, including allegedly charging users for broadband and telephone service after their agreement has been cancelled.
In a report published this morning, Ofcom claim that there are reasonable grounds for believing that Plusnet (as part of the BT Group) violated their general trade agreements. A notification has been issued under section 96A of the Communications Act 2003.
It states that Plusnet may have charged some customers for a telephone or broadband service that was not live for some period of time between 2008 and 2015, and as a result Ofcom have decided to open an investigation.
The report claims: “Plusnet contravened (the agreement) by rendering bills to end-users in respect of broadband and telephone services for amounts that did not represent and exceeded the true extent of the service actually provided to them.”
It continues: “Plusnet had continued to bill certain end-users for broadband and telephone service after their service had been cancelled.”
The report says that Plusnet now have the opportunity to put across their case before the final decision is made.
Broadband London have contacted Plusnet for a comment. You can read more about Plusnet in London here.