topic Re: Home Phone call credit threshold reminder in Home Phone

Home Phone call credit threshold reminder

bogart99 — Thu, 26 Sep 2024 14:21:46 GMT

Why do I keep getting messages telling me I have used £6 out of an allowance of £75 and I should top up. I would not use £75 in a year!

Re: Home Phone call credit threshold reminder

James30 — Thu, 26 Sep 2024 14:37:17 GMT

@bogart99 Hiya, I'm not sure of the system that decides when to send the emails but agree it could have been worded better. I guess the system isn't clever enough to look at your usage patterns to dynamically inform you on when to top up. Perhaps I can suggest setting up an email rule to put this type of notification in a folder.

Re: Home Phone call credit threshold reminder

bogart99 — Thu, 26 Sep 2024 15:06:49 GMT

Not sure what you mean by setup and email?

Re: Home Phone call credit threshold reminder

SammyM — Fri, 27 Sep 2024 16:00:31 GMT

What kind of email client are you using @bogart99 ?

Re: Home Phone call credit threshold reminder

Townman — Sat, 28 Sep 2024 05:44:39 GMT

Using an email client message filter does not seem like the right solution here. The system ought not to be sending these messages and that is what needs fixing.

There used to be a spend cap / warning option on accounts, but I cannot find that in the modified portal. Does this user have a low cap / threshold which gives rise to these messages?

@NickBS

Re: Home Phone call credit threshold reminder

bogart99 — Sat, 28 Sep 2024 08:56:02 GMT

I have no idea where the £75 figure came from or how it is arrived at. As I have used at most £6 or £7 in the occasional month on overseas calls which obviously get paid off when payment is taken seems stupid saying I should up it from £75.

I will just put it down to another Plusnet anomoly.

Re: Home Phone call credit threshold reminder

SG1234 — Thu, 03 Oct 2024 11:56:41 GMT

I have had exactly the same thing.

I called Plusnet today to find out what's going on, and at what point this £75 "credit limit" was added.

Was not able to get any clear response - so still don't get it.

I am the same as you - maybe 1 or 2 calls a month overseas - way short of this £75 number which I never agreed to in the first place - and they keep asking me to top it up.

Guessing none of this will matter soon, as they are planning to switch home phones off anyway?

Re: Home Phone call credit threshold reminder

willcutforth — Fri, 04 Oct 2024 07:39:29 GMT

@bogart99 Do you need me to check on it at all for you?

Re: Home Phone call credit threshold reminder

wcw — Sun, 13 Oct 2024 13:31:11 GMT

It is not unique. I get the same emails but simply delete them.

Instead of telling people they are say WITHIN £5 or £10 of their limit it seems to send out every time they run up another £5.

I could understand if it was 'Hey you have spent £5 on calls - check if you might be better off with a call package'.

Re: Home Phone call credit threshold reminder

bogart99 — Sun, 13 Oct 2024 14:22:10 GMT

No thanks as I never ever get near just seems odd of way doing things.

Regards

Re: Home Phone call credit threshold reminder

Townman — Sun, 13 Oct 2024 22:19:05 GMT

@willcutforth

It would be good to understand what is driving this business behaviour. The £75 credit limit is not one I recognise - Mine is £55 and that’s been the threshold for as long as I can recall. There used to be the means for a user to reduce (not increase) that figure to prevent running up a large bill.

Whatever triggering top up emails when just 10% of the credit allowance has been utilised seems a tad aggressive.

Re: Home Phone call credit threshold reminder

Gandalf — Mon, 14 Oct 2024 07:45:45 GMT

The credit threshold has always been a thing, certainly for as long as I’ve worked here, and the amount depends on the call plan. There’s more detail here: https://www.plus.net/help/phone/about-phone-credit/

I agree with James; I don’t think the system is intelligent enough to dynamically analyse one’s usage, but more triggers emails at regular predetermined levels.

In my opinion, while it may seem unnecessary to send an email for relatively small amounts, it catches unusual usage and gives a heads up, so the customer can review, for example they may choose to add a call plan (assuming that one exists for the type of calls made).

An increase/decrease can be requested by giving us a call.

Re: Home Phone call credit threshold reminder

bogart99 — Mon, 14 Oct 2024 08:01:31 GMT

Myself included was not asking for increase or decrease just why but we seem to be going around in circles. So I will

just accept that I will receive a pointless email every so ofte,

Re: Home Phone call credit threshold reminder

Baldrick1 — Mon, 14 Oct 2024 11:39:09 GMT

I consider it reassuring that I will be warned if the line is inadvertently being used for chargeable calls or being misused before a £75 bill is racked up.