topic Re: Charged For Static IP Setup - Should Have Been Free in My Account/Billing

Charged For Static IP Setup - Should Have Been Free

DerekW — Wed, 13 Sep 2023 13:01:20 GMT

Hi,

Hope someone from the Plusnet team can assist me with a billing issue.

I added a static IP to my account and at the time of set up the web page said you were offering this free until 30/8/23

I set up my static IP before this date in order to take advantage of the free setup offer yet I see on my bill you have charged me the £5

I notice conveniently the date listed for the charge is 30/8/23 - I had however applied for the static IP before that date

Re: Charged For Static IP Setup - Should Have Been Free

RealAleMadrid — Wed, 13 Sep 2023 13:52:00 GMT

@DerekW Could the wording mean that it's free until the 30th August then you are charged £5? It is unclear and prone to mis- interpretation. Or it could just be a website error, there are plenty of them on this site. As far I know the Static IP has been a one off £5 charge for many years, which is very reasonable. Some providers charge £5 or more a month for a Static address.

Re: Charged For Static IP Setup - Should Have Been Free

DerekW — Wed, 13 Sep 2023 15:03:08 GMT

That's now how I read it.

It would be pointless offering free set up in the first place if that were the case

There is normally a one off £5 set up fee, when I applied for my static IP it was free to set up, as in no charge.

Whether it is a good price or not is neither here nor there and not the point, you do not offer something for free and then charge the person regardless

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

Re: Charged For Static IP Setup - Should Have Been Free

willcutforth — Wed, 13 Sep 2023 15:45:15 GMT

Hey there @DerekW the Static IP has never been free, it's always (for as long as I have been here) been £5 one off charge. Maybe the wording needs changing though.

Re: Charged For Static IP Setup - Should Have Been Free

MisterW — Wed, 13 Sep 2023 15:48:40 GMT

Maybe the wording needs changing though

Is the wording suggesting that there is no charge UNTIL the next billing date, perhaps ?

Re: Charged For Static IP Setup - Should Have Been Free

DerekW — Wed, 13 Sep 2023 15:53:03 GMT

@willcutforth

Sorry but that is not acceptable

There must have been an offer at some point

The wording is very clear in my view

Sign up for FREE for a static IP by 30 September 2023, after that date the £5 activation charge will apply again.

I took that offer at face value and as such it should be honoured (never mind the legal aspect)

Re: Charged For Static IP Setup - Should Have Been Free

DerekW — Wed, 13 Sep 2023 15:54:36 GMT

@MisterW

The wording is clear in my view

Sign up for FREE for a static IP by 30 September 2023, after that date the £5 activation charge will apply again.

Re: Charged For Static IP Setup - Should Have Been Free

willcutforth — Wed, 13 Sep 2023 16:04:01 GMT

@MisterW that's exactly what I was thinking. Free until XX/XX/XXXX date but as soon as it hits *specific date* then it's charged the £5. When is your bill date @DerekW ?

Re: Charged For Static IP Setup - Should Have Been Free

MisterW — Wed, 13 Sep 2023 16:06:32 GMT

Yes, its an odd date to use otherwise. Why would it be until 30/8 and not 31/08 ?

Re: Charged For Static IP Setup - Should Have Been Free

Mav — Wed, 13 Sep 2023 16:14:42 GMT

I've checked both mine and SWMBO's account and nothing makes sense. We both have static IP's but here are the screen shots;

The first is SWMBO:

The 5/12/23 doesn't tie in with her billing period which is 23rd of the month.

Re: Charged For Static IP Setup - Should Have Been Free

willcutforth — Wed, 13 Sep 2023 16:21:01 GMT

When did you get yours @Mav ?

Re: Charged For Static IP Setup - Should Have Been Free

DerekW — Wed, 13 Sep 2023 16:22:22 GMT

@willcutforth

My bill date is 13th September, payment will be taken on 20th September

To be clear

There is normally a one off activation fee of £5 for a static IP

When I looked at the add on section I noticed that the charge for activation of a static IP was free up until 30/8/23

Now you can all run round second guessing all you like, the fact remains whilst in my account there was an offer of free activation of a static IP, I took up that offer and I would like it honouring

Re: Charged For Static IP Setup - Should Have Been Free

Mav — Wed, 13 Sep 2023 16:23:56 GMT

@willcutforth wrote:

When did you get yours @Mav ?

I have had a static IP as long as I can remember - probably before 2010.

Re: Charged For Static IP Setup - Should Have Been Free

willcutforth — Wed, 13 Sep 2023 16:28:56 GMT

@DerekW Nobody is saying you're wrong we are just trying to figure out what has happened and why the website has said this which is why I have been asking @Mav and @MisterW

I have credited it against your next bill as a gesture of goodwill

Re: Charged For Static IP Setup - Should Have Been Free

DerekW — Wed, 13 Sep 2023 16:41:25 GMT

@willcutforth

With all due respect I do not want you to give me a credit on my next bill.

I do not want you to take the £5 in the first place

Someone in the billing department needs to make some adjustments to make sure that £5 is not taken

And please, I would be most grateful if you did not use the "gesture of goodwill" line with me, Plusnet have a legal obligation here, there is no "Gesture of goodwill" about it.

Re: Charged For Static IP Setup - Should Have Been Free

willcutforth — Wed, 13 Sep 2023 16:45:27 GMT

@DerekW we can't stop the payment from coming out now as it has been requested via DD so we would either have to credit it or refund it. Whilst I know it's frustrating that is the only way we can do it. It isn't the normal process and that is why I have called it a "Gesture of Good Will" even though the website stated that.

Re: Charged For Static IP Setup - Should Have Been Free

MisterW — Wed, 13 Sep 2023 16:48:24 GMT

@willcutforth all of the accounts I have access to already have static IPs so there's no point in me checking those.

Re: Charged For Static IP Setup - Should Have Been Free

willcutforth — Wed, 13 Sep 2023 16:53:56 GMT

Thanks for letting me know @MisterW! I'm finishing in 5 mins so will raise the issue with the guys tomorrow anyway.

Re: Charged For Static IP Setup - Should Have Been Free

DerekW — Wed, 13 Sep 2023 16:55:53 GMT

@willcutforth

A stop can be put on any bill/or payment that has not yet been taken.

It would just need someone with the right authority to do it.

I am formally asking that this bill be cancelled immediately and then re-issued minus the £5

Re: Charged For Static IP Setup - Should Have Been Free

Mav — Wed, 13 Sep 2023 16:59:33 GMT

@DerekW

The only way to achieve what you want is to invoke the Direct Debit Guarantee.