topic Re: Friends and Family or nominated number option ?? in Home Phone

Friends and Family or nominated number option ??

cslogg — Fri, 24 Dec 2021 15:19:47 GMT

My 90 year old mum who pays for Landine and Plusnet Anytime calls is spending an extra £16 or £17 per month chatting to her daughter on her mobile as she has no landline.Is there anyway this extra can be reduced either on a different package or something like BT does with their Friends and Family option?

Re: Friends and Family or nominated number option ??

Baldrick1 — Fri, 24 Dec 2021 15:30:06 GMT

@cslogg

This is an old legacy service. Cancel it and add the unlimited landline and mobile call plan to her account. Unlimited calls up to an hour to either currently costs £9.41 per month.

Re: Friends and Family or nominated number option ??

jab1 — Fri, 24 Dec 2021 15:30:25 GMT

@cslogg Two options here. Does the daughter have an all-inclusive tariff on her mobile - she could then ring her mum instead of her mum ring her? The other option is for her mum to switch to 'Unlimited UK Landline and Mobile Calls - see the options here: https://www.plus.net/broadband/extras/call-plans/

Re: Friends and Family or nominated number option ??

cslogg — Fri, 24 Dec 2021 15:44:23 GMT

The unlimited uk calls etc looks the best bet.I shall see if I can cancel the Anytime one and add the Unlimited online.

Re: Friends and Family or nominated number option ??

198kHz — Fri, 24 Dec 2021 15:47:42 GMT

Bear in mind that it won't kick in until the next billing date.

Re: Friends and Family or nominated number option ??

cslogg — Fri, 24 Dec 2021 16:31:24 GMT

Typical.Just tried to change call plan online only to be met with a message saying the action cannot be done at this time,come back later.

Re: Friends and Family or nominated number option ??

TheMightyAJ — Sun, 26 Dec 2021 11:07:46 GMT

Hi @cslogg,

Had you already attempted to put a call plan change through or is this your first attempt?

Re: Friends and Family or nominated number option ??

cslogg — Sun, 26 Dec 2021 12:37:50 GMT

I did not even know I could change my call plan until a couple of days ago and have tried three or four times since.

Re: Friends and Family or nominated number option ??

TheMightyAJ — Sun, 26 Dec 2021 16:02:10 GMT

Thanks for confirming that. Having had a look at your account again, I believe that this is due to the account type. It would be best to give our Customer Options Team a call tomorrow on 0800 013 2632 to see if this can be done.

Re: Friends and Family or nominated number option ??

cslogg — Sun, 02 Jan 2022 13:43:21 GMT

I did give that number a ring but even though I am my mothers authorised spokesman ( sorry I forget the correct term) they would not let me change her Call Plan without speaking to her.Which seems to make my role useless..She live 5 hours away from me soI don't know how I can achieve this.The person I spoke to said they are having trouble with the online accounts.

I am hoping they are going to fix the problems but so far no sign of it.

Re: Friends and Family or nominated number option ??

LaurenB — Sun, 02 Jan 2022 16:32:46 GMT

Hiya @cslogg, thanks for getting back to us. I am sorry for the issues with the account and the problems experienced when calling.

Whilst you are able to discuss the account on a account holders behalf, only the account holder is able to make changes to the account which can impact the cost.

The issues with the change are due to the account type and it being on a very old legacy product. Is there any way that your Mum would be able to call and speak with the team?

Re: Friends and Family or nominated number option ??

cslogg — Sun, 02 Jan 2022 17:08:06 GMT

My mum is 90 and I have all the account details,password,acc.number,email etc.Even if I gave her those details I doubt if she could manage the change.

Re: Friends and Family or nominated number option ??

Townman — Sun, 02 Jan 2022 22:26:28 GMT

Lauren,

Could Plusnet setup a 3 way call to sort this? Elsewhere we see offers of getting COTS to call the customer - could they facilitate a 3 party call?

Re: Friends and Family or nominated number option ??

cslogg — Mon, 03 Jan 2022 10:10:36 GMT

Well hopefully it is now done.I gave my mum password,username etc and she phoned them.I need to wait a week before checking online.

Thanks all for your help

Re: Friends and Family or nominated number option ??

TheMightyAJ — Mon, 03 Jan 2022 10:28:08 GMT

I'm glad to hear that there's been some progress made here As mentioned above in the thread we're somewhat limited in how much support we can offer given the circumstances of this case, but if there are any issues then just let us know and we'll be happy to review it further.