topic Re: Being charged for phone calls on an unlimited package in My Account/Billing

Being charged for phone calls on an unlimited package

TimL — Sun, 19 Sep 2021 15:14:33 GMT

Why is Plusnet trying to charge me £18.54 for two sub-1-hour phone calls from my landline to another UK landline when my package includes unlimited UK and mobile calls?

Re: Being charged for phone calls on an unlimited package

Smith7 — Sun, 19 Sep 2021 17:43:10 GMT

Hi,

What was the start of the number was it 0844 because 0845 are part of the package but not 0844.

Moderator's note by Dick (Strat): Full quote of preceding post removed as per Forum rules.

Re: Being charged for phone calls on an unlimited package

TimL — Sun, 19 Sep 2021 15:55:33 GMT

London residential number 0208

Re: Being charged for phone calls on an unlimited package

Smith7 — Sun, 19 Sep 2021 17:44:41 GMT

That could be a London Virtual Number where it looks like a London number but the company using it are outside London calls cost about 10p a minute.

Are you sure it was a residential number or a company have you called it before ?

Another thing to watch out for is mobile numbers starting 07000 these are personal mobile numbers and not part of a service plan.

Moderator's note by Dick (Strat): Full quote of preceding post removed as per Forum rules.

Re: Being charged for phone calls on an unlimited package

TimL — Sun, 19 Sep 2021 16:07:38 GMT

It's my other half's own landline.

Re: Being charged for phone calls on an unlimited package

Smith7 — Sun, 19 Sep 2021 16:14:12 GMT

That needs looking into by PN Accounts and your money refunding .

Have you called it before and it was part of the package.

BT could have put the number in the wrong charging band.

Re: Being charged for phone calls on an unlimited package

TimL — Sun, 19 Sep 2021 16:20:34 GMT

I have called my fiance before on that number, yes, but I can't recall if it was before this particular package started. Not really interested in why this mucked up, whodunnit, or how it is fixed. I just want to get the service I am paying for.

Edited to add:

To add insult to injury, my fiance is with John Lewis Broadband, which is of course a subdivision of Plusnet - which is itself a subdivision of BT - legal fictions notwithstanding.

Re: Being charged for phone calls on an unlimited package

TimL — Sun, 19 Sep 2021 16:28:27 GMT

So how do I get this picked up by a grownup in Plusnet and fixed, and not temporarily either?

Re: Being charged for phone calls on an unlimited package

198kHz — Sun, 19 Sep 2021 16:46:39 GMT

@TimL You could try your chances on the phone, or otherwise a Plusnet Help Team member should respond when they see this topic.

Re: Being charged for phone calls on an unlimited package

RichardB — Sun, 19 Sep 2021 16:47:42 GMT

Hi
I suggest raisng a complaint.
https://www.plus.net/help/legal/complaints-code-of-practice/
Regards
Richard

Re: Being charged for phone calls on an unlimited package

198kHz — Sun, 19 Sep 2021 16:52:34 GMT

@RichardB Seems a little OTT when the topic was posted less than two hours ago, and Plusnet haven't had an opportunity to respond yet.

Re: Being charged for phone calls on an unlimited package

adam945 — Sun, 19 Sep 2021 17:04:40 GMT

Hi @TimL

Thanks a lot for reaching out. If you check out August's bill, you'll find that you were charged for Line Rental only for a 30 day period, this means that all calls made between then and your latest bill are chargeable. Whenever a call plan is changed, this only takes effect on your NEXT bill, so in the meantime, you'd remain on the current call plan, regardless of whether a new contract has been initiated.

If you look at the calls on this month's bill, you'll see that they were made within the 30 days I've talked about above.

Give us a shout if you have any further questions.

Re: Being charged for phone calls on an unlimited package

TimL — Sun, 19 Sep 2021 17:22:39 GMT

Ok. I'll remember this sophistry/trickery when deciding who to go with next time. It won't be Plusnet.

You've just lost a customer for ever, as well as anyone who happens to ask me for my opinion of this "good, honest broadband from Yorkshire". Indeed, as a later advertising line said "That Will Do". But not at all in the way that the advert implied.