topic Re: Premium charges for 'Free' Helpine in Plusnet Feedback

Premium charges for 'Free' Helpine

publisher — Tue, 03 Apr 2018 12:48:31 GMT

If you need to contact PLUSNET, don't use your mobile! I had a fault develop on my router, phoned for help on the number Plusnet advertise as a 'Free Helpline' 0845 1400250. It took the usual 35minutes to get my diagnosis from Plusnet that the router was faulty and I had to order a new one and renew my 2 year contract.

I was happy till I got my Vodafone bill with an extra £19.00 for that one single call!

Its very disappointing that a reputable company chooses to use premium cost lines for customers seeking help, borders on the unethical.

Re: Premium charges for 'Free' Helpine

Mav — Tue, 03 Apr 2018 13:03:06 GMT

Moderator's note by Mike (Mav): This thread is now in the appropriate board.

Re: Premium charges for 'Free' Helpine

EmilyD — Tue, 03 Apr 2018 13:19:14 GMT

Hi @publisher,

Thank you for getting in touch. I'm sorry to hear that you have received a high call charge after your recent contact with us.

0845 1400250 is our old contact number, however we haven't advertised this one for some time. The number that we advertise at the moment is 0800 432 0200, which is free of charge to call from any UK landline or mobile. If you have our number saved, I'd recommend updating it to the 0800 number in case you need to contact us again.

Thanks,

Emily

Re: Premium charges for 'Free' Helpine

jab1 — Tue, 03 Apr 2018 13:21:30 GMT

@publisher I don't know where you got that number from - I don't think, however, it was from an official Plusnet link as the numbers on those pages are either 0345 or 0800 numbers - both free from a landline OR mobile.

@EmilyD beat me to it!

Re: Premium charges for 'Free' Helpine

rongtw — Tue, 03 Apr 2018 13:22:28 GMT

where did you get the number from ?

the correct number is

Customer support

0800 432 0200 (from within the UK)

Re: Premium charges for 'Free' Helpine

publisher — Tue, 03 Apr 2018 13:29:37 GMT

I must have got it from Plusnet, it connects me to Plusnet, it certainly was a Plusnet Helpline number at some time. It is obviously still connected to Plusnet otherwise I would not have got through to them. If its no longer a Plusnet number it should be disconnected or have a voice mail message to dial a different number, or simply divert to another number.

Its not rocket science.

Re: Premium charges for 'Free' Helpine

jab1 — Tue, 03 Apr 2018 13:35:21 GMT

@publisher Out of curiosity, how long have you been a Plusnet customer?

Re: Premium charges for 'Free' Helpine

RobPN — Tue, 03 Apr 2018 13:35:58 GMT

@jab1 wrote:

... either 0345 or 0800 numbers - both free from a landline OR mobile.

0800 numbers should be free but AFAIK 0345 numbers are only free if they are included in your phone plan. E.g. I don't think they would be free from a PAYG mobile phone, BICBW.

Re: Premium charges for 'Free' Helpine

jab1 — Tue, 03 Apr 2018 13:41:07 GMT

@RobPN - Thanks for the correction. Must admit I don't know, as I only check for an 01/02/0800 number if the advertised one is other than those - I try and use my landline when I suspect it may be a long call and I know those are free (or 60 minutes and redial).

Re: Premium charges for 'Free' Helpine

publisher — Tue, 03 Apr 2018 13:41:40 GMT

21 years, originally signed up the first time (Force 9) in 1997.

Re: Premium charges for 'Free' Helpine

Minivanman — Tue, 03 Apr 2018 13:47:53 GMT

@publisher

I thought Plusnet had a free 0800 number. Was it not obvious to you that you would be charged on that 0845 number?

I guess free in your case meant free advice rather than a free phone call.

PS. "Its not rocket science" - sorry, but neither is not knowing about 0845 numbers.

Re: Premium charges for 'Free' Helpine

jab1 — Tue, 03 Apr 2018 13:47:00 GMT

@publisher OK, Ikind of understand, now, but if it were me, I would still have checked the current situation.

Re: Premium charges for 'Free' Helpine

publisher — Tue, 03 Apr 2018 13:48:39 GMT

I'm sorry, but I wouldn't think to check the number is is the current/correct one, if you dial and get through then it must be right! Surely? If I change my number I don't expect people to be able to contact me on the old one.

Re: Premium charges for 'Free' Helpine

jab1 — Tue, 03 Apr 2018 13:50:44 GMT

It must just be me, then.

Re: Premium charges for 'Free' Helpine

publisher — Tue, 03 Apr 2018 13:56:32 GMT

If a company ceases to use a number, (and wants customers to use a different one), surely the earlier line is disconnected? Otherwise it looks like they are happy for customers to continue being ripped off by using the old premium number.

Re: Premium charges for 'Free' Helpine

jab1 — Tue, 03 Apr 2018 14:02:20 GMT

I understand what you say, but as I said in a previous post, I always check for a national or cheap-rate number if the one I have is potentially going to cost me. I wasn't aware that 0845 numbers have ever been free though.

Re: Premium charges for 'Free' Helpine

EmilyD — Tue, 03 Apr 2018 14:02:41 GMT

Hi @publisher,

Thanks for your response.

I'm aware that the 0845 number still routes through to our customer support centre, but take on board that it would be helpful to have a recorded message to state that calls to the number are chargeable and that we offer a free of charge 0800 number. I'll pass this feedback on.

I've had a further look into your query and have added a ticket to your account with some more information here:https://www.plus.net/wizard/?p=view_question&id=171718629.

Kind regards,

Emily

Re: Premium charges for 'Free' Helpine

jab1 — Tue, 03 Apr 2018 14:04:10 GMT

@EmilyD - thanks.

Re: Premium charges for 'Free' Helpine

publisher — Tue, 03 Apr 2018 14:12:19 GMT

Emily,

thank you for that, my faith in Plusnet is restored. I think a positive action to prevent customers from using the old 0845 number will mean that potentially other customers, (especially the elderly like myself) will avoid the un-necessary premium charges.

Thank you.

Re: Premium charges for 'Free' Helpine

Townman — Tue, 03 Apr 2018 15:35:58 GMT

@publisher wrote:

I must have got it from Plusnet, it connects me to Plusnet, it certainly was a Plusnet Helpline number at some time.

...

21 years, originally signed up the first time (Force 9) in 1997

...

If I change my number I don't expect people to be able to contact me on the old one.

Is it possible that you got this number from old information you have acquired over the years? A quick Google for that number shows THIS PAGE as the only recent presence of this number on the internet.

0845 number are virtual ones mapping on to a real number, closing them out might be seen as being unfriendly and call charges are clearly published by all phone providers. This is clearly not an 0800 number (which are free) nor a geographic number (01 / 02 / 03) which are usually included in normal call plans.

It looks as though you've taken the "Free helpline" message associated with the currently published phone number ... but still gone and used something you saved years ago, not giving consideration to the fact that an 0845 number might not be included in MOBILE call tariffs, even if it is often included in land line call plans.

May be you need to take this complaint to your phone company and ask why do they charge so much for a call to a number so many phone service providers include within the phone plan package.