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Phone billing out of sync with account billing

  • nadger
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« Reply #32 on 18/11/2009, 09:58 »
I  moved phone to Plusnet in Feb 2008 and was billed, as follows, on 26/02/2008 to bring billing dates in line.

Quote
1      Home Phone Evenings & Weekends pro rata charge for the period to 17/03/2008      £6.45       £1.13       £7.58
John
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« Reply #33 on 18/11/2009, 11:40 »
nice for you, our problems are all this year (I think)
Free-online member since 15 Dec 1998
You dont have to be mad to understand what PN are up to, but it helps
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  • Mand
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« Reply #34 on 18/11/2009, 16:59 »
Most people do to be fair. It's just when the dates get out of sync they're currently falling further and further out of sync. We're working on this as a priority and hope to have it sorted soon though.
Regards, Mand Beckett
Plusnet Support Team
The UserGroup Forums
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« Reply #35 on 18/11/2009, 18:47 »
Quote from: Mand on 18/11/2009, 16:59
Most people do to be fair. It's just when the dates get out of sync they're currently falling further and further out of sync. We're working on this as a priority and hope to have it sorted soon though.

What is your idea of "priority"?  I've been complaining about this problem since October and it was supposed to be getting fixed then.   I was told that dates should fall in line by November but they haven't.   Now you tell us they're getting further and further out of sync but you're working on it as a matter of "priority".   Well all I can say is that your I.T. staff must be as slow as the speeds some people complain about on this forum.   I said I was moving my phone if things weren't fixed by November and I still intend to do that when I get some money together.   All you do is tell customers what they want to hear and continue doing nothing.   Your phone billing is a disgrace. Angry
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« Reply #36 on 19/11/2009, 09:00 »
I moved to PN from Greenbee recently and was charged £5.99 Initial Subscription on 2/10/09 when my BB moved. I was then charged £16.94 for my Line Rental & Value on 2/11/09 so  I suspect I am now behind with my payments. Hope they don't cut me off!!!!

edit: I have raised a ticket to query this and got the message-

"Current average response time:60 hours 21 minutes 49 seconds"

that's over 2.5 days  Angry

« Last Edit: 19/11/2009, 12:36 by reserved »

Dennis
Plusnet Value & Talk Anytime
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  • Mand
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« Reply #37 on 23/11/2009, 13:05 »
@amasike, we are still working on the problem, however we cannot simply change the dates in the database, as they impact other systems and would make things worse. We've got a fix for this in testing at the moment, but it has failed previously (due to impacting other things) so I can't commit to any timescales at the moment.

@reserved, your billing is up to date, apologies for the slightly ambigous ticket response (it's been raised with the relevant managers).
Regards, Mand Beckett
Plusnet Support Team
The UserGroup Forums
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« Reply #38 on 02/12/2009, 18:42 »
hooray 
Quote
The billing periods shown here have been corrected, to match your monthly invoices. Updated: 02/12/2009
Payment summary    
View bill:
Billing period: 12/11/2009 to 23/12/2009    Product: Home Phone Anytime
Free-online member since 15 Dec 1998
You dont have to be mad to understand what PN are up to, but it helps
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  • Mand
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« Reply #39 on 02/12/2009, 19:03 »
Yep, we rolled out the fix late this afternoon.
Regards, Mand Beckett
Plusnet Support Team
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« Reply #40 on 02/12/2009, 19:36 »
Thanks.  Glad it's finally been fixed.   Smiley
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« Reply #41 on 02/12/2009, 19:44 »
but you will have to be careful in the first period, mine is running from 12th Nov to 23rd Dec,
Free-online member since 15 Dec 1998
You dont have to be mad to understand what PN are up to, but it helps
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« Reply #42 on 02/12/2009, 19:48 »
My one is running from 10 Nov to 9 Dec so that seems ok.  Smiley
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  • Kelly
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« Reply #43 on 03/12/2009, 10:58 »
We corrected a lot of these misalignments yesterday.  We need to rerun the process again today to catch any people who were billing yesterday as we couldn't correct it on your billing date.

Keep your eye on it though, as we've some bugs still here which may cause them to fall out of alignment again, so any notice of changes will be useful.  Now we've got a safe way of fixing them if they do misalign, we are off to fix the code that caused it in the first place.

Sorry for the delay!
Plusnet: Head of Platform and Operations
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« Reply #44 on 03/12/2009, 11:08 »
Quote from: Kelly on 03/12/2009, 10:58
We need to rerun the process again today to catch any people who were billing yesterday as we couldn't correct it on your billing date.

Hopefully mine will be corrected today 'cos:

1      Talk Anytime Line Rent charge for the period 14-11-2009 to 13-12-2009     
1    Caller Display charge for the period 15-11-2009 to 14-12-2009    
1    Call Plan charge for the period 15-11-2009 to 14-12-2009    
1    Value charge for the period 02-12-2009 to 01-01-2010    
Dennis
Plusnet Value & Talk Anytime
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  • Matt Taylor
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« Reply #45 on 04/12/2009, 13:50 »
Hi reserved,

Your account has already been fixed - if you look at your itemised billing periods you can tell (there's one from the 15th to the 1st, and your current itemised billing period is running from the 2nd December to the 1st Jan).

The reason it doesn't show in what you've quoted above is that we rolled the changes on the 2nd after the billing run, so when we did run billing on the second for you it was still for the incorrect dates. As I said though, you'll be billed as normal on the 2nd of January.

Hope that helps,
Kind regards, Matt Taylor
Plusnet Support Team
The UserGroup Forums
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