topic Re: Data transfer tool in Plusnet Feedback

Data transfer tool

penfold — Tue, 29 Jan 2013 19:32:16 GMT

i have just upgraded to Essential from Value last billing date. Unfortunately this month I exceeded the 10Gb, but I thought all would be OK, as I had set the data transfer to £0. not so, it seems as I have changed account the Data transfer watch resets to NOT SET. I am a little unhappy at this, but not disputing the charge, as I have gone over the allowance. Cant there be some kind of warning, or make sure its not reset.... Also now it refuses to let me set it to £0. If I put £1.00 in, then it tells me to either put in £0 or multiples of £5 ( I did this as a test). It seems maybe there is something amiss with the tool, or is it just me....

Re: Data transfer tool

Strat — Tue, 29 Jan 2013 19:38:05 GMT

Plusnet systems will already have added £5 of usage to your account for this month so the minimum you can add would be another £5.
The thing to do is reset it to £0 immediately after your billing date.

Re: Data transfer tool

penfold — Tue, 29 Jan 2013 21:15:12 GMT

Thanks Strat, thats what I will do.... It is mildly annoying that product changes cause this tool to reset. Surely Plusnets systems can be a little more intelligent in retaining settings without us having to remember when we change product.

Re: Data transfer tool

KevinG — Wed, 30 Jan 2013 09:08:06 GMT

This has been discussed several times previously, I know you say you are not disputing the charge, but if you have only exceeded your allowance by a small amount and only because of this "glitch" in Plusnet's system, they may refund the £5 if you ask. From memory, I think they did this for me when the same thing happened a couple of years back. Of course, this is less likely if you are now making full use of the extra allowance you have inadvertently paid for.

Re: Data transfer tool

Strat — Wed, 30 Jan 2013 10:24:09 GMT

KevinG has a good point.
You took correct measures to avoid a £5 charge for exceeding your allowance.
As a result of the product change you unreasonably incurred a charge.
If you only use a small portion of the 5GB it would be reasonable for Plusnet to refund the £5.
And while Plusnet are in such a generous mood..........

Re: Data transfer tool

Kelly — Wed, 30 Jan 2013 10:40:20 GMT

We'll refund this.

Re: Data transfer tool

bobpullen — Wed, 30 Jan 2013 10:40:47 GMT

Quote from: penfold
i have just upgraded to Essential from Value last billing date. Unfortunately this month I exceeded the 10Gb, but I thought all would be OK, as I had set the data transfer to £0. not so, it seems as I have changed account the Data transfer watch resets to NOT SET. I am a little unhappy at this, but not disputing the charge, as I have gone over the allowance. Cant there be some kind of warning, or make sure its not reset....

Sorry about this. I've applied a £5 credit to your next bill to cover the overspend. the fact that the data transfer watch is removed on account change is something we're aware of and are hoping to correct.

Re: Data transfer tool

KevinG — Wed, 30 Jan 2013 12:26:41 GMT

Now, if you can just refund this customer £117 we'd all be laughing

Re: Data transfer tool

penfold — Thu, 31 Jan 2013 20:05:21 GMT

@Kelly and Bob
Thanks very much, I really appreciate this gesture. I will make sure that on my billing date, I reset the data transfer tool. If this is becoming an issue next month, then an upgrade to unlimited is the way forward.....