topic Re: Do Plusnet actually respond on Twitter? in My Account/Billing

Do Plusnet actually respond on Twitter?

Derek22464 — Tue, 02 Sep 2025 17:10:00 GMT

I've been sitting here waiting for 31 minutes and nothing.

Maybe one of you can help instead? I have Fibre Broadband and landlines and pay £30.99 a month.

I recently made two calls on my landline to my mobile provider (not Plusnet) as my SIM card has failed and I need a replacement.

The first call was on a Saturday afternoon, took 23:10 and I was charged £5.68. The second call was on a Monday after 7 pm, took 28:00 and I was charged £6.79.

However, I was led to believe that I would be getting Evenings and Weekends free on my landline? I can't call Plusnet on my mobile as I don't have a working SIM card and they don't provide an e-mail address, just the stupid Twitter nonsense!

Any suggestions please?

Thank you.

Re: Do Plusnet actually respond on Twitter?

jab1 — Tue, 02 Sep 2025 17:25:06 GMT

What are the first four digits of your SIM card providers number? I don't know what call plan options PN have these days.

Re: Do Plusnet actually respond on Twitter?

Derek22464 — Tue, 02 Sep 2025 17:35:21 GMT

Hi John

It's an 0207 number (London?).

I thought I'd signed up to Free Evenings and Weekends and I'm still on an 18 month contract, so nothing has changed.

Re: Do Plusnet actually respond on Twitter?

jab1 — Tue, 02 Sep 2025 17:42:23 GMT

do you pay the £7.50/month fee for this - it will be a separate line on your invoice?

Re: Do Plusnet actually respond on Twitter?

Derek22464 — Tue, 02 Sep 2025 17:48:57 GMT

No, it's a flat rate of £30.99 a month:

Unlimited Fibre Extra £33.06

Promotional Discount -£30.06

Line Rental £28.63

Promotional Discount -£0.64

= £30.99.

There are no other charges.

Re: Do Plusnet actually respond on Twitter?

jab1 — Tue, 02 Sep 2025 17:51:01 GMT

In that case, you are not on the E/W/Mobile call plan.

Re: Do Plusnet actually respond on Twitter?

Derek22464 — Tue, 02 Sep 2025 17:54:42 GMT

Er, what is that?

This query is about landline charges and I was led to believe that this meant Free Evenings and Weekends, but I've been charged an astronomical amount!

Why don't Plusnet just have a Freephone number so you can call them, or do they?

Re: Do Plusnet actually respond on Twitter?

jab1 — Tue, 02 Sep 2025 18:03:10 GMT

To get 'free' E/W/Mobile calls, you have to be signed up to and pay for that plan see : https://www.plus.net/help/legal/plusnet-price-guide-for-residential-products/#phone-price-guide.

PN do have a number which is free for you, as a customer, to call - 0330 123 9123

Re: Do Plusnet actually respond on Twitter?

Derek22464 — Tue, 02 Sep 2025 18:46:49 GMT

Thank you, John.

I've just called them (for free!) and had a long chat about this.

My previous contract with them included Free Evenings and Weekends; when I signed up to another 18 month contract with them, I understood that it would just be a continuation of the same.

The call handler told me he would try and look back at the call record I had with his colleague at the time and see if it was explicitly mentioned that this would be the case. I'm pretty certain I did not sign up to another contract online, that I did speak to another human being as I wanted to make sure what time the Evenings discount became active (7 pm), rather than just assume it would be 6 pm as it was with my previous provider.

So, if I've cocked up by not paying attention, then it is my fault. But if the CS advisor at the time said I would get Free Evenings and Weekends, then it would be their fault for saying one thing, but providing a contract that excluded it.

I'll just wait to hear back and take it from there.

Thank you very much for your help with this, I appreciate it. It's just a shame I'll be leaving Plusnet next year and probably switching to EE as they provide a digital landline service via their router, whereas Plusnet will not. I've never had a problem with the company and the service has been pretty reliable.

Oh well, that's "progress" for you, I guess....

Re: Do Plusnet actually respond on Twitter?

DerekW — Thu, 04 Sep 2025 10:29:21 GMT

@Derek22464 I believe EE and PlusNet are all part of the same company these days

Re: Do Plusnet actually respond on Twitter?

Baldrick1 — Thu, 04 Sep 2025 12:50:37 GMT

@DerekW

I'm not sure what the relevance is but Plusnet and EE run as separate organisations. Both are part of the BT plc owned group of companies.

Re: Do Plusnet actually respond on Twitter?

DerekW — Thu, 04 Sep 2025 13:05:01 GMT

Really?

I never said they were not run as separate companies, what I said was they were part of the same company these days, which you also went on to say 🙄

It was a passing comment on my part, made because the OP may not be aware of that fact, and given they seem to be unhappy with PlusNet, they can now make a more informed decision on whether they wish to deal with any connected company.