topic Re: Annoyed in Plusnet Feedback

Annoyed

Surfer — Mon, 09 Jun 2014 14:42:01 GMT

I have received an email from Plusnet to advise that I have exceeded my allowance of 10GB and that they are tacking on another 5GB at a cost of £5. It would have been more helpful if I was notified that I was about to exceed my limit rather than wait until it was exceeded. My average monthly usage is about 5GB or less per month and I can only assume that the one day that I downloaded 7.9GB was because I updated my TomTom satnav and did not realise the size of the file.
Unfortunately I will be lucky to use even 1GB of the data as away on holiday in 2 days time. Annoyed as I could have fallen back onto my mobile broadband for the two days!

Re: Annoyed

LinnPlusnet — Mon, 09 Jun 2014 15:09:14 GMT

Hi Surfer,
I'm sorry you didn't receive an email to advise that you were approaching your usage limit. I have added your account to an open Problem we have (80255) so that this can be investigated.
I have created Ticket: 86830461 on your account. Can you please respond to this at your earliest convenience and we can action your decision.

Re: Annoyed

Surfer — Mon, 09 Jun 2014 15:28:53 GMT

I have replied to the ticket. Thanks.

Re: Annoyed

LinnPlusnet — Mon, 09 Jun 2014 15:56:11 GMT

Thanks Surfer. I've escalated the ticket back to you.

Re: Annoyed

Surfer — Mon, 09 Jun 2014 16:07:31 GMT

And replied again. How does one check to see if the local exchange is going to be upgraded as ours is diabolically slow. On a good day 5mb download is a rarity. BTW do PlusNet normally advise when you are about to exceed your download limit as I am sure that on one or two occasions previously I had the warnings?

Re: Annoyed

LinnPlusnet — Mon, 09 Jun 2014 16:14:56 GMT

I've checked this for you and unfortunately at the moment there are no plans to upgrade your exchange/cabinet to 21CN.
You can check this yourself here: http://www.dslchecker.bt.com/adsl/adslchecker.welcome
Yes, we would normally send you an email advising you that you are about to exceed your usage limit when you reach 80% of the usage allowance, however, there's a problem at the moment where the system isn't registering this information. As I stated in my first response - I have added your account to the Problem and the relevant teams will investigate this and resolve the issue.

Re: Annoyed

Surfer — Mon, 09 Jun 2014 16:18:58 GMT

Thanks Linn although the other offer is very tempting I think we will stick with the refund option.

Re: Annoyed

LinnPlusnet — Mon, 09 Jun 2014 16:22:19 GMT

Not a problem - I'll add a £5 discount which will be applied on your next bill. Have a nice holiday!