topic Re: Would have appreciated a warning of approaching download limit in Plusnet Feedback

Would have appreciated a warning of approaching download limit

mikegood280 — Wed, 09 Oct 2013 15:35:23 GMT

I've just had an email telling me that I've exceeded my 10GB download limit and that you're charging me £5 for an extra 5GBs. I have no problem with this (even though I have only just squeaked over the limit on the very last day of the billing period and I presume the balance of my £5 will not be carried forward to the next billing period); however, I would really have appreciated an earlier email warning me that I was approaching my download limit. Other providers I have been with have done this, and I would have thought that a company so good at customer service in other respects as PlusNet would do the same.

Re: Would have appreciated a warning of approaching download limit

davidj66 — Wed, 09 Oct 2013 16:00:27 GMT

PN do send an email @ ~80% (I think!)- are you sure it didn't get diverted to spam folder?

Re: Would have appreciated a warning of approaching download limit

jelv — Wed, 09 Oct 2013 16:18:10 GMT

It should have been sent to the email address shown on this page: https://portal.plus.net/my.html?action=view_details&s=0

Re: Would have appreciated a warning of approaching download limit

Anonymous — Wed, 09 Oct 2013 16:28:46 GMT

Before I upgraded to 'Unlimited', I used to receive two "You're approaching your usage allowance" emails at 80% of monthly allowance.
One email would arrive at the address specified in the link 'Jelv' suggested above,
and the other email went to "postmaster@myusername.uk"

Re: Would have appreciated a warning of approaching download limit

chrispurvey — Wed, 09 Oct 2013 16:35:16 GMT

It doesn't seem that you were sent the usage warning this time, not to sure why so I'll look into this.
I've reset your usage this month so you'll not be charged the additional £5, your usage will again reset tomorrow as it's your billing date.

Re: Would have appreciated a warning of approaching download limit

jelv — Wed, 09 Oct 2013 17:27:53 GMT

Quote from: purleigh
and the other email went to "postmaster@myusername.uk"

Don't you mean postmaster@myusername.plus.com?

Re: Would have appreciated a warning of approaching download limit

Anonymous — Wed, 09 Oct 2013 20:02:59 GMT

Ooops, I got it slightly wrong above, after double checking my mailbox naming it turns out that probably more than ten years ago, I set up "postmaster@myusername..uk" as an alias for my catch-all mailbox, which is obviously "myusername@myusername..uk"
So to restate what I should have said previously -
I get one notification email to my accounts catch-all mailbox, and another to the address as shown in the link in 'Jelv's reply.
Sorry if that caused any confusion !.

However to answer 'Jelv's question -
No I didn't mean "@myusername.plus.com", because my username and connection settings are from a time before Plusnet existed.

Re: Would have appreciated a warning of approaching download limit

mikegood280 — Thu, 10 Oct 2013 11:02:20 GMT

Thanks all for your helpful replies - and thank you PlusNet for removing the charge. I had already checked in the spam folder and the warning email wasn't in there. Just a once-off glitch it seems - these things happen, despite the well-known fact that computers never make mistooks!

Re: Would have appreciated a warning of approaching download limit

Highbury — Wed, 13 Nov 2013 10:19:17 GMT

Mike, as a matter of interest did you ever check your usage? This functiion seems to have completely broken down for the last couple of months. It had crossed my mind that it could be enormously helpful for PN's accounts if users found themselves being charged an extra £5 a month for going over their limit.

Re: Would have appreciated a warning of approaching download limit

Dan_the_Van — Wed, 13 Nov 2013 10:45:47 GMT

It should be possible to prevent this charge by setting the amount you want to spend when the limit is reached. I believe it will reduce your down speed rather than applying the charge.
Look in Manage my usage.
Dan

Re: Would have appreciated a warning of approaching download limit

Townman — Wed, 13 Nov 2013 11:53:30 GMT

Quote from: Chris
It doesn't seem that you were sent the usage warning this time, not to sure why so I'll look into this.

Chris,
Is anyone at PN profiling this issue? In the past I have not received the 80% threshold warning and earlier this week one of my referrals advised me that they had the same experience. Are the threshold warnings and exceeded emails identically addressed?

Re: Would have appreciated a warning of approaching download limit

chrispurvey — Wed, 13 Nov 2013 12:02:46 GMT

All usage warning emails should be generating as normal, if there's anyone that believes this is not the case then let me know and I can collate these and investigate further.

Re: Would have appreciated a warning of approaching download limit

henderson2 — Wed, 13 Nov 2013 15:54:25 GMT

I did not get the warning email that I was approaching my limit in either my plusnet webmail account or my account that all plusnet webmail is forwarded to. The first notice I received was on 4/11/2013 that stated I'd exceeded my limit and that 5GB had been added costing £5. Not in spam either.
Peyton

Re: Would have appreciated a warning of approaching download limit

chrispurvey — Wed, 13 Nov 2013 16:24:03 GMT

Hi Peyton,
I've checked and can see that you haven't received it, I see you've got a ticket raised with us so I've replied to that.

Re: Would have appreciated a warning of approaching download limit

henderson2 — Wed, 13 Nov 2013 16:35:21 GMT

Thanks so much Chris. I truly appreciate your promptness in not only answering my questions, but making the requested changes also. Trying to reach Support via phone is abysmal at the present. Hopefully that will improve soon. Your promptness and courtesy are how I've always known Plusnet to be. Kudos to you!

Re: Would have appreciated a warning of approaching download limit

kmilburn — Sun, 01 Dec 2013 13:09:50 GMT

My brothers recently had this occur too, he's raised a ticket, #77934097

Re: Would have appreciated a warning of approaching download limit

Townman — Mon, 02 Dec 2013 11:19:06 GMT

This is now a recognised issue with a scheduled fix. See here.

Re: Would have appreciated a warning of approaching download limit

kmilburn — Wed, 04 Dec 2013 16:31:04 GMT

Having seen the response to my brothers ticket, I see customer services are maintaing their high standards in avoiding the issue at hand and replying with information that, given the original message, was already known.