topic Re: Staff help? in Plusnet Feedback

Staff help?

sixthprawn — Fri, 03 Jun 2011 15:53:42 GMT

Could a member of the pn team please find out why i am being billed for phone when i am not with you?

Re: Staff help?

Chris — Fri, 03 Jun 2011 16:01:12 GMT

From what I can tell your phone service is with us, and has been for a couple of months. The call records on a wholesale level are coming through to us too and these are being passed on to you.

Re: Staff help?

sixthprawn — Fri, 03 Jun 2011 17:17:54 GMT

I don't even receive a phone/bb service from anyone, it's all in my wifes name. She is not with plusnet either. I would like my money refunded thanks.

Re: Staff help?

jelv — Fri, 03 Jun 2011 17:36:46 GMT

I suggest that you send a copy of a recent bill from whoever you believe is providing your telephone service to prove that the billing is incorrect.
If BTw think the service is being provided by Plusnet the only action Plusnet could take to stop that happening would be to cancel the telephone service - at which point you would also lose your broadband.

Re: Staff help?

sixthprawn — Fri, 03 Jun 2011 18:30:42 GMT

My wife is with tt for both, i don't understand how there can be a problem. I have been looking over her account on tt site and it is definately that being used for both. Weird.

Re: Staff help?

jelv — Fri, 03 Jun 2011 19:00:44 GMT

You wouldn't be the first person that TalkTalk have continued to bill after the service has been migrated to someone else by a very, very long way.
If you look in your closed tickets you should be able to see when the service was moved to Plusnet. Looking at your earlier posts you joined around March - what account type and price did you sign up for?

Re: Staff help?

sixthprawn — Sat, 04 Jun 2011 06:39:12 GMT

It's the other way round here, we left pn for tt and have had no problems whatsoever, better speeds, no drops etc. There is no reason for pn to take money for a service we don't get.

Re: Staff help?

Epyon — Mon, 06 Jun 2011 09:26:05 GMT

First things first cancel you're pn direct debit.

Re: Staff help?

sixthprawn — Mon, 06 Jun 2011 11:41:12 GMT

I did that straight away
adie:quote

Re: Staff help?

Chris — Mon, 06 Jun 2011 11:52:39 GMT

Your broadband transferred to us early April and your phone service just over a week ago. We emailed you when the phone service completed and can see calls coming through at a wholesale level.
If I perform a tag check on the telephone number associated with your account, it shows as: Service provider: WBMC PLUSNET WBC
You don't happen to have more than 1 line coming into your house do you?

Re: Staff help?

sixthprawn — Mon, 06 Jun 2011 12:45:00 GMT

I have one line, and as i said, that is with tt for phone and bb. I have been to my wifes acc and can see a list of the calls we have made using tt.
A bit of the calls list.....* Numbers deleted for privacy*
Mobile 04 Jun 11 09:38:01 T-MOBILE 00:03:25 £0.00
Mobile 04 Jun 11 09:34:48 T-MOBILE 00:00:09 £0.00
Mobile 04 Jun 11 09:34:29 T-MOBILE 00:00:07 £0.00
Mobile 04 Jun 11 09:35:01 T-MOBILE 00:00:11 £0.00
Mobile 03 Jun 11 17:15:53 ORANGE MOBILE 00:00:03 £0.20
Mobile 03 Jun 11 17:16:25 ORANGE MOBILE 00:00:03 £0.20
Mobile 03 Jun 11 17:16:46 ORANGE MOBILE 00:00:01 £0.20
Mobile 03 Jun 11 17:15:19 ORANGE MOBILE 00:00:06 £0.20
UK Landline Click here for more information 03 Jun 11 11:43:04 CLACTON-ON-SEA 00:03:02 £0.00
Mobile 03 Jun 11 17:25:34 ORANGE MOBILE 00:00:01 £0.20
Mobile 03 Jun 11 13:31:53 T-MOBILE 00:00:49 £0.20
Mobile 03 Jun 11 17:10:32 ORANGE MOBILE 00:00:19 £0.20
Mobile 03 Jun 11 17:11:04 ORANGE MOBILE 00:00:03 £0.20
Mobile 03 Jun 11 17:30:17 ORANGE MOBILE 00:00:09 £0.20
Mobile 03 Jun 11 17:30:52 ORANGE MOBILE 00:00:03 £0.20
Mobile 03 Jun 11 17:31:27 ORANGE MOBILE 00:00:03 £0.20
Mobile 03 Jun 11 17:25:46 ORANGE MOBILE 00:00:17 £0.20
Mobile 03 Jun 11 18:28:40 VODAFONE MOBILE 00:03:51 £0.42
Mobile 03 Jun 11 17:29:30 ORANGE MOBILE 00:00:02 £0.20
Mobile 03 Jun 11 17:26:58 ORANGE MOBILE 00:00:07 £0.20
Full Bundle icon Call included in your free calls bundle. Prime Number icon Your Calling Circle
The list begins 20/5/2011. As i have said, i am not with pn.

EDIT: Can you pm me the phone number you are using for these "checks"?

Re: Staff help?

Chris — Mon, 06 Jun 2011 12:55:11 GMT

OK, I've got something slightly wrong here and I'll hold my hands up.
Your phone service *was* with us between early March and late April, however we've had no call records since the 27th April. It's these calls we're currently trying to bill for.
The broadband service *is* still showing as with us on a tag check, although you don't appear to be connected at the moment.
I'm going to do some more digging as I can't find anywhere that your phone service has been transferred away but can see a service notice from a week or so ago saying that your phone service has transferred *to* us. I'll post back shortly.

Re: Staff help?

sixthprawn — Mon, 06 Jun 2011 12:59:06 GMT

You took two payments lasat month...
2684**** £5.99 £0.00 27/05/2011 Fully Paid
2652**** £5.54 £0.00 08/05/2011 Fully Paid

Re: Staff help?

Chris — Mon, 06 Jun 2011 13:03:04 GMT

We're looking into what exactly is going on.
Those charges were for call charges up to the 8th May (5.54) and pro-rata line rental and call plan (5.99).
I've got someone else taking a look over this too to make sure that everything is sorted.

Re: Staff help?

sixthprawn — Mon, 06 Jun 2011 13:05:20 GMT

Are you trying to push products down my old number?

Re: Staff help?

Chris — Mon, 06 Jun 2011 13:41:20 GMT

I've dropped a ticket on your account explaining what's happened here, in summary the phone service was transferred to us, then back out, then back to us. If you're being charged call charges by TalkTalk then that sounds as though they have Carrier Pre-Select on the line which routes the call charging to them.

Re: Staff help?

sixthprawn — Mon, 06 Jun 2011 13:48:24 GMT

I left pn because of the service i "didn't" receive. I didn't go back......

Re: Staff help?

Chris — Mon, 06 Jun 2011 13:52:27 GMT

I've put all the details on the ticket. Did you leave on the same number or a different number to the one I've put on there?
I can't see any cancellation request for the broadband service on the account either.

Re: Staff help?

sixthprawn — Mon, 06 Jun 2011 14:03:09 GMT

That number isn't in use anymore, my wife got a new number when she joined tt.

Re: Staff help?

Chris — Mon, 06 Jun 2011 14:05:43 GMT

We weren't told that the number in question was being stopped and that's the number that we are supplying BB and Phone service to. To cancel our service we need to be told by either calling us Mon-Fri 9.00am-5.30pm on 0845 140 6002 or by writing into us. Take a look here for the information: http://www.plus.net/support/customer_service/using/grass_is_greener.shtml
If we're not told you want to cancel, we'll keep supplying the service.