topic Re: Usage Restriction - Reset on package change warning in Plusnet Feedback

Usage Restriction - Reset on package change warning

bighippo999 — Wed, 27 Jun 2012 18:48:58 GMT

Hi,
I recently went over my allowance and believed that my speed would just slow (my own fault accidentally leaving backups running through the day on a fibre connection will eat GB's quickly).
However I received a nice email telling me another 5gb had been added. I quickly checked the usage restriction that I was sure I'd previously set, but nothing was set.
I set a new limit to cap it, but could only set it to include the £5 already added. Today (my billing date) I've changed it to £0 so it doesn't add any more automatically, and went looking at the support tickets to see if I could find where I'd previously set a limit. I managed to find the ticket back last year where I set a smaller ammount than my current package, so I assume this was wiped out when I changed packages a few months back.
I'd recommend including something along the lines of 'Any allowance limits previously set will be void, you can reset them here <link>.' when changing the package as I don't recall seeing anything. If you do already have it, it doesn't stand out enough
I'm just very thankful I didn't go over the limit when the backups were running, it could have been very costly very quickly.

Re: Usage Restriction - Reset on package change warning

orbrey — Thu, 28 Jun 2012 08:34:43 GMT

Hi there,
I've just run through the account change process on a test account to check this. If there's no data transfer watch selected then you're given a selection of links to customise the product once you've run through the wizard, the middle one of these is to the data transfer watch ('Set a limit on your data usage' I think it said). If a limit is already set, you get the same thing which isn't ideal at all.
I'll raise this with our web team and see what we can do for you there, thanks very much for the heads up.

Re: Usage Restriction - Reset on package change warning

w23 — Thu, 28 Jun 2012 08:40:10 GMT

I have mentioned this previously and really feel it must be made very clear during the product change process that any limit set will be reset (though,ideally, it should just retain any existing setting).
Please do get this checked / sorted because it is currently too easy to assume that you still have limited spend when it isn't.
I would personally very much prefer if the default was £0 so any user is then fully aware of any additional charge allowed on their account.

Re: Usage Restriction - Reset on package change warning

Oldjim — Thu, 28 Jun 2012 08:41:32 GMT

Just to confirm.
On changing from Value, with a £5 limit set, to Extra and the limit changed to No limit Set with no warning about it

Re: Usage Restriction - Reset on package change warning

Anotherone — Thu, 28 Jun 2012 08:46:22 GMT

I think that this is yet another recent example of users going over their limit and incurring an unexpected charge. I think that the only realistic solution to these problems that have been recently reported, is for the Usage Limit to be set at £0 by default and users have to go and change that if they reach the limit and want to pay for extra usage.

Re: Usage Restriction - Reset on package change warning

w23 — Thu, 28 Jun 2012 08:52:18 GMT

Yes, surely agreeing to potential additional charges should be 'opt-in' rather than 'opt-out'.
If that might reduce Plusnet revenues then I'm sure that it would be more than compensated by a reduction in unhappy customers!

Re: Usage Restriction - Reset on package change warning

Strat — Thu, 28 Jun 2012 11:08:42 GMT

Seems customer friendly to me :)......if not business model friendly