topic Re: Exceeded allowance in Plusnet Feedback

Exceeded allowance

mrmarkus1981 — Mon, 28 Nov 2011 08:04:05 GMT

Good morning, i posted on the 'Broadband and Router' section yesterday but this is a differentr rant altogether!
I set the maximum limited i could be charged over my allowance to £10, and plusnet have just went and put it up to £15 without my consent.
Please note i will NOT be paying the extra £5 and would appreciate if somebody would rectify the situation.
Thanks in anticipation
Mark
Username : mrmarkus1981

Re: Exceeded allowance

adamwalker — Mon, 28 Nov 2011 09:30:04 GMT

Morning Mark,
I can't be sure why this has happened, but will look into that further. I can't really stop the £5 from going through but I will make sure it gets refunded afterwards.
A data transfer cap is in place now so there should be no extra charges.

Re: Exceeded allowance

mrmarkus1981 — Mon, 28 Nov 2011 09:37:53 GMT

Thanks Adam
Is my usage to be reset tonight, now my billing date has moved?
Mark

Re: Exceeded allowance

adamwalker — Mon, 28 Nov 2011 09:48:44 GMT

Yes it should, however I've just noticed that the extra charges happened due to the way you set the data transfer cap. The total allowed was set to £35.42 that minus the subscription cost is around £17 hence it's allowed an additional 15gb so the charges are correct.
Adam.

Re: Exceeded allowance

mrmarkus1981 — Mon, 28 Nov 2011 10:03:08 GMT

Im not entirely sure what you mean, it seems pretty straight forward when i look at it....
Maximum extra monthly spend: £10.00

Re: Exceeded allowance

jelv — Mon, 28 Nov 2011 10:09:40 GMT

Has your subscription decreased since you set the cap?

Re: Exceeded allowance

mrmarkus1981 — Mon, 28 Nov 2011 10:14:07 GMT

Not that im aware of?

Re: Exceeded allowance

adamwalker — Mon, 28 Nov 2011 11:44:09 GMT

Quote
Maximum extra monthly spend: £10.00

Where abouts are you seeing that? the total showing on your account is definitely £35.42 which accounts for the extra 15gb.

Re: Exceeded allowance

Oldjim — Mon, 28 Nov 2011 11:50:14 GMT

i assume here https://portal.plus.net/data_transfer_watch/

Re: Exceeded allowance

mrmarkus1981 — Mon, 28 Nov 2011 12:47:30 GMT

Pic attached

Re: Exceeded allowance

adamwalker — Mon, 28 Nov 2011 12:50:17 GMT

I've just become aware of problem 68280 (data transfer watch mismatch between portal and WP)
So it looks like it is our bad after all, sorry for any confusion.
It's due to be fixed tomorrow so I'll revisit this then for you.
Adam.

Re: Exceeded allowance

mrmarkus1981 — Thu, 01 Dec 2011 21:54:19 GMT

Adam, can you please check my profile. Ever since i exceeded my usage (now reset) i'm getting less than a 1MB d/l speed
Thanks
P.S My pings have also been really bad recently, getting my backside kicked on MW3 - not happy

Re: Exceeded allowance

orbrey — Fri, 02 Dec 2011 09:14:34 GMT

Hi MrMarkus,
This is an odd one. You're in sync at over 8000 and your profile on our side is at 7000, which is correct. However I can't get any records from the delta report side of things, not sure why, and a consistency check test is also failing to complete.
What's your profile as shown on a BT speed test?

Re: Exceeded allowance

mrmarkus1981 — Fri, 02 Dec 2011 10:28:21 GMT

Seems better today
Download speedachieved during the test was - 6061 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :8096 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 7000 Kbps

Re: Exceeded allowance

adamwalker — Fri, 02 Dec 2011 11:26:17 GMT

I've just run a quick line test and TBH that seems about right for how the line is performing.