topic Re: Why?! in Plusnet Feedback

Why?!

mariek — Mon, 22 Nov 2010 10:48:06 GMT

Why have I received an email telling me that I am apporoaching my usage allowance and why not upgrade, when I am on an unlimited package?

Re: Why?!

adamwalker — Mon, 22 Nov 2010 10:54:21 GMT

Hi mariek,
I've just checked your account and can see that you're actually on Value which has a 10gb per month peak-time allowance. Do you want to change account type to extra? (in 60gb peak) otherwise if looks like you rarely exceed 10gb.
Adam

Re: Why?!

mariek — Mon, 22 Nov 2010 12:29:01 GMT

Right, do we have to go through all this again? Last year, despite being a customer since 2008, I was told that I would have to sign up for a minimum of 12 months to get the unlimited package (the simplified version, what actually happened was that you breached the statutory cooling off period but that's a long story). Customer service were rude and unhelpful and I decided to leave Plusnet. I requested my MAC code and was called by somebody more senior (and finally competent) who said that I had been misinformed and did not need to sign up for 12 months. He apologised and gave me 3 months free by way of an apology. Job done. Everything set up. The correct payment coming out of my account. Now you're telling me something completely different. Do I really have to dredge out every single email that was sent?

Re: Why?!

mariek — Mon, 22 Nov 2010 12:36:59 GMT

Having looked at yor website for the first time in a year, the package I was given doesn't even seem to exist any more.

Re: Why?!

adamwalker — Mon, 22 Nov 2010 13:02:16 GMT

We've not offered an unlimited account type for a number of years now. According to ticket 30756360 on your account (which you can check yourself on our website) you changed from Broadband your way Option 1 (your original account type) just over a year ago.
Adam

Re: Why?!

mariek — Mon, 22 Nov 2010 13:07:54 GMT

I apologise profusely! You're absolutely right. We've never got near our limit before, so I had it in my head that it was unlimited. Sorry! (although do stand by the other comments - I'm always happy to old my hands up if I'm wrong)

Re: Why?!

adamwalker — Mon, 22 Nov 2010 14:27:40 GMT

mariek,
Don't worry about it, you can check details about your account such as this on our website if you're ever in doubt. Otherwise don't hesitate to contact support or the community on here if you have any questions.
Adam.

Re: Why?!

TicnTac — Mon, 22 Nov 2010 14:35:43 GMT

Dear oh dear, I thought this was going to be a topic I would've have started, times I've asked "why?" the only answer I've ever got is "Z"

Typical BTPN - another new protocol? OR BT&Plusnet combined to save typing? You decide

Re: Why?!

adamwalker — Mon, 22 Nov 2010 15:10:13 GMT

A simple issue nipped in the bud Tim

Re: Why?!

TicnTac — Mon, 22 Nov 2010 21:46:53 GMT

Quote
A simple issue nipped in the bud Tim

...oh for a simple bud to be nipped, or I think a bud to drink would be better