topic Re: Still some bugs to iron out? in Plusnet Feedback

Still some bugs to iron out?

Jaggies — Sun, 06 Jan 2013 09:47:39 GMT

Today being my billing day my package changed as expected from Extra to Unlimited (Contracted). So far, so good.
I got 2 emails this morning, timed around 03:41 - first one claimed I had entered a code to get a discount (50% off for a year). Presumably this actually refers to the Market 2/3 reduced price?
The second one was confirmation of the product change - "Your product change is now complete, here are the details:"
There are also 6 Closed Tickets on my account timed from 03:41:48 to 03:42:00.

Quote
Service Notice #150667681
Service Notification
3:41am, Sunday 6 Jan 2013
Discount has been created
Offer code discount - halfoff12cs (12 months)

Quote
Service Notice #150667682
Service Notification
3:41am, Sunday 6 Jan 2013

This mirrors the discount email mentioned above.

Quote
Service Notice #150667683
Service Notification
3:41am, Sunday 6 Jan 2013
The Data Transfer Watch of £11.49 has been removed from this customers account due to account change.

This was the old price for my Extra package

Quote
Service Notice #150667684
Service Notification
3:41am, Sunday 6 Jan 2013
Invoice Period changed from: monthly to monthly

A change is as good as a rest. Oh, hang on...

Quote
Service Notice #150667685
Service Notification
3:41am, Sunday 6 Jan 2013
User account type changed from Extra to Plusnet Unlimited (Contracted)

This one I do understand...

Quote
Service Notice #150667686
Service Notification
3:41am, Sunday 6 Jan 2013
The customer was mailed the following message to address(es) (snipped email address):
Subject: Your Broadband product change is now complete

This mirrors the second email.

Quote
Service Notice #150667687
Service Notification
3:42am, Sunday 6 Jan 2013
Bandwidth usage has been reset

Won't be worrying about this one
The wording on some of these tickets needs looking at, although of course I suspect the majority of users don't look at their Closed Tickets, however, many will do, and indeed are encouraged to do so in a number of posts in these forums.

Re: Still some bugs to iron out?

tijara33 — Sun, 06 Jan 2013 11:10:07 GMT

Thanks for this post. I've just checked my closed questions & sure enough when I changed to Unlimited Fibre received a plethora of messages. However, apart from 1, they all made sense. The one that didn't informed me that my firewall had been turned off!! Well I certainly didn't turn it off, not at 01.30! I've raised a ticket querying this strange message.

Re: Still some bugs to iron out?

houlton23 — Sun, 06 Jan 2013 11:24:26 GMT

Quote from: tijara33
The one that didn't informed me that my firewall had been turned off!!

That will be referring to the Plusnet Firewall found here.
Alex

Re: Still some bugs to iron out?

spraxyt — Sun, 06 Jan 2013 12:23:25 GMT

Quote from: Jaggies
I got 2 emails this morning, timed around 03:41 - first one claimed I had entered a code to get a discount (50% off for a year). Presumably this actually refers to the Market 2/3 reduced price?
Quote
Service Notice #150667681
Service Notification
3:41am, Sunday 6 Jan 2013
Discount has been created
Offer code discount - halfoff12cs (12 months)

(My red marking)
It shouldn't be connected with that - the code is for new sign-ups taking up that offer (see the Plusnet home page).
As an existing customer this shouldn't apply and the product change journey doesn't provide for entering it. I wonder what the billing run will invoice you for when it runs later in the day?

Re: Still some bugs to iron out?

tijara33 — Sun, 06 Jan 2013 18:07:54 GMT

Thanks Alex.

Re: Still some bugs to iron out?

Jaggies — Sun, 06 Jan 2013 23:39:59 GMT

Quote from: spraxyt
I wonder what the billing run will invoice you for when it runs later in the day?

Quote
QTY ITEM FROM TO PRICE
1 Plusnet Unlimited (Contracted) - Market 2/3 charge 06/01/2013 05/02/2013 £9.99
1 Special Offer Discount - - -£8.50
Total: £1.49
(inc VAT)

Hmmm...
I'm only actually being charged 49p as I have a £1 referral discount. I look forward to paying 49p a month for unlimited broadband for the next year
Although if this is going on across the board I suspect PN will be out of business long before my contract is complete...

Re: Still some bugs to iron out?

spraxyt — Sun, 06 Jan 2013 23:52:19 GMT

That's certainly a bargain. Sadly I don't expect it will last.
I'm due to make the same change on the 10th, wonder if I'll be similarly rewarded.

Re: Still some bugs to iron out?

Jaggies — Sun, 06 Jan 2013 23:55:13 GMT

Re: Still some bugs to iron out?

VileReynard — Mon, 07 Jan 2013 00:29:28 GMT

Why haven't I got any discount?
It's unfair to give to some and not to others.

Re: Still some bugs to iron out?

Kelly — Mon, 07 Jan 2013 10:31:51 GMT

Yeah, that discount is a bug. Problem ID: 74030

Re: Still some bugs to iron out?

Jaggies — Mon, 07 Jan 2013 11:31:12 GMT

I've now had the email confirming the 49p bill...

Quote
Service Notice #150684909
Service Notification
11:07am, Sunday 6 Jan 2013
This customer (email deleted) was mailed the following message:
Subject: 'Advance notice of your Direct Debit payment '
Dear Mr Customer,
Account username: username
Company name: N/A
We'll soon be taking a payment of £0.49 for your service. This will leave your account on or after 09/01/2013.
This email is sent for your information only, you don't need to do anything to complete the payment.

Re: Still some bugs to iron out?

spraxyt — Mon, 07 Jan 2013 13:35:47 GMT

I trust you'll have sufficient funds in your account to pay it.

Re: Still some bugs to iron out?

BenTrimble — Mon, 07 Jan 2013 17:20:35 GMT

74030 has now been cleaned up and closed, we're just monitoring to make sure everything's happy in tomorrow's account change and bill run. If people managed to get a discount on their bill then great, but we removed any pending discounts that shouldn't have been there - sorry!

Re: Still some bugs to iron out?

andy265 — Mon, 07 Jan 2013 19:21:07 GMT

I got the same thing, but as I'm market 1, I got an £8.50 discount from £16.99 so it was actually half price. I also got billed with the discount, which was nice. I got an email today saying that it was a mistake but they'll not take the difference, and the price will be as expected next month.

Re: Still some bugs to iron out?

Jaggies — Tue, 08 Jan 2013 03:40:49 GMT

Quote from: spraxyt
I trust you'll have sufficient funds in your account

It may be a struggle, but I'll cope...
I've also had an email confirming the error and saying that i won't be charged any more for this month - how much internet can I download for 49p???