topic Re: Value Package - Very bad value! in Plusnet Feedback

Value Package - Very bad value!

mickyd — Tue, 23 Jun 2009 20:29:48 GMT

I have been a happy Plusnet customer since 2004.
I was on the old Premier package £21.99 with no bandwidth limit (Just slight restrictions)
Last month I decided to 'upgrade' my account to the 'Value Package'.
My premier package ended at midnight last night.
My Value package started at midnight last night
I received an email saying my new package was complete at 13 minutes past midnight.
At 4 minute past 2 AM I received 7 (Seven) emails.
All sent at the same time.
Each one informing me 'You've now used up your product's broadband usage allowance for this month. We've added a further 2 GB of usage for the month to your account, which will add a £2 charge to your next subscription charge'.
£14 plus the basic subscription charge is being taken from my account on the 26th of this month.
I have paid in full for last months Premier package and I did not exceed my bandwidth for that package.
But it seems Plusnet has decided to transfer the data from last month to this months Value package.
This means I will be paying twice for the same bandwidth.
Once for the bandwidth on the Premier package and again for the same bandwidth on this months Value package.
The ticket system does not seem to address the actual questions being asked.
Their response:
Please be advised that your new Plusnet Value package only took effect on your billing invoice date on the 23-06-2009, and any additional usage transfer before this date you will be liable for.
Currently you have not exceeded your 10GB monthly limit and will only be charged additionally if you exceed this limit.
This doesn't make any sense.
If my package started on 23-06-2009 (today).
How can I be liable for additional usage before today?
And as noted, they say I have not exceeded my 10GB bandwidth limit.
What a way to treat loyal customers!
I feared problems when they were bought by BT.
But as I have never really needed support before now I have not had problems.
This is farcical!

Re: Value Package - Very bad value!

pcoventry — Tue, 23 Jun 2009 20:33:43 GMT

Evening,
As I'm here for a bit would you mind PM'ing me your user name and I'll take a look for you. If you would like me to.
Pete

Re: Value Package - Very bad value!

pcoventry — Tue, 23 Jun 2009 20:52:28 GMT

Thanks for the information Mick and thank you for giving me the opportunity to sort this for you.
Looking at your account I can see that last month you did slightly go over your peak time usage ceiling however not enough to justify the additional usage charge. So I would ask you please to allow this payment to go through and I have actioned you with a refund for the amount. The View My Usage system shows you have used 32MB so far for this billing month which reset today.

Re: Value Package - Very bad value!

mickyd — Tue, 23 Jun 2009 20:55:04 GMT

Thanks for the speedy help Pete!
Can you confirm that if I let this payment go through that I will receive a refund of £14?
Mick

Re: Value Package - Very bad value!

pcoventry — Tue, 23 Jun 2009 20:58:07 GMT

Hi Mick,
You will, I have processed this for you and noted your account. You can see this refund in the view transactions section of the portal against the last invoice of £21.52

Re: Value Package - Very bad value!

mickyd — Tue, 23 Jun 2009 21:02:40 GMT

Thanks Pete!
Mick

Re: Value Package - Very bad value!

pcoventry — Tue, 23 Jun 2009 21:03:13 GMT

You're very welcome Mick

Re: Value Package - Very bad value!

dvorak — Tue, 23 Jun 2009 21:09:15 GMT

Quote from: Pete
Looking at your account I can see that last month you did slightly go over your peak time usage ceiling however not enough to justify the additional usage charge.

On premier thought you didn't pay extra you just go restricted bandwidth?

Re: Value Package - Very bad value!

mickyd — Tue, 23 Jun 2009 21:29:27 GMT

You are right (At least that is what has always happened in the past).
Warning at 11 Gb (no restrictions).
Warning at 13 Gb (slight restrictions)
16 Gb (I think) restricted until next billing period.
Never ever paid for additional bandwidth!
Mick
adie:quote

Re: Value Package - Very bad value!

jelv — Tue, 23 Jun 2009 21:33:59 GMT

It sounds like the switch happened before the usage was reset and the system immediately saw 17GB of usage.

Re: Value Package - Very bad value!

pcoventry — Tue, 23 Jun 2009 21:35:17 GMT

Correct. On Premier there is restriction applied at 13GB then at 17GB it's speed down to about half I believe and then at 20GB it's 128kbps but the restriction comes off for the off peak period.

Re: Value Package - Very bad value!

mickyd — Tue, 23 Jun 2009 21:39:21 GMT

Quote from: jelv
It sounds like the switch happened before the usage was reset and the system immediately saw 17GB of usage.

I'm not a fan of these 'Guilty until proven innocent systems'.
Mick

Re: Value Package - Very bad value!

Mand — Tue, 23 Jun 2009 21:47:47 GMT

Hi there,
The emails are automated, and we have a problem open to resolve this which is with our development team (the number of users affected is small but the amount of concern it causes isn't :().
I'm sorry you've been caught in this, but looks like Pete has sorted it for you.

Re: Value Package - Very bad value!

mickyd — Tue, 23 Jun 2009 21:59:50 GMT

It would seem that the development team should advise the Help and Support team.
As this is where people turn to if they encounter this problem (As I did) with unsatisfactory results.
If I had not looked on the Rants and Raves section of this forum.
I would still have this problem.
As you say, thanks to Pete, my problem is resolved.
I wonder if others who have had this problem have been so lucky.
I was very angry this morning and became angrier as the day progressed.
Especially when the 'Help' team were no help at all!
Mick
adie:quote