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beep beep beep beep - Its Dead, I have 240 minutes inclusive that dont work

pint
Grafter
Posts: 380
Thanks: 6
Registered: 19-08-2007

beep beep beep beep - Its Dead, I have 240 minutes inclusive that dont work

As part of muy 9legacy ) plusnet account i have 240 minutes inclusive credit with the broadband phone (voip) too 01+02 numbers.
but when i try and make a call all i get is a constant beep  beep beep noise.

currently my account balance says this
Quote
Account balance: £0.00
Unbilled calls: £0.00 [ view calls ]
Unbilled SMS: £0.00
Total credit amount: £0.00
Configure pre-call credit announcements...
To view the Broadband Phone tariff list click here
Inclusive Minutes
Package Minutes
Broadband Phone 240 UK: 240:00 remaining

why cant i access my inclusicve minutes? and how can it be fixed?
9 REPLIES
itsme
Grafter
Posts: 5,924
Thanks: 1
Registered: 07-04-2007

Re: beep beep beep beep - Its Dead, I have 240 minutes inclusive that dont work

Because you have no credit, place credit into you account and you will be able to use inclusive minutes.
pint
Grafter
Posts: 380
Thanks: 6
Registered: 19-08-2007

Re: beep beep beep beep - Its Dead, I have 240 minutes inclusive that dont work

?Huh
but why should i have to put credit onto the account?
the minutes are included as a part of my ADSL subscription to plusnet.
Rumbles
Newbie
Posts: 3
Registered: 23-03-2011

Re: beep beep beep beep - Its Dead, I have 240 minutes inclusive that dont work

Unfortunately the system is designed to only allow calls to be made when there is credit available.
It's a feature that comes from the Gradwell portal.
jojopillo
Grafter
Posts: 9,786
Registered: 16-06-2010

Re: beep beep beep beep - Its Dead, I have 240 minutes inclusive that dont work

Hi pint,
In order for the 240 minutes to be available you have to have credit. We start you off initially with 50p but if you make chargeable calls this is used up. I can see there's been a couple of good will gestures since then too, so you'll have to top up in order to get it going again. As long as you have a valid credit card on your account you can raise a ticket here to add top up. Minimum top up is £5.00.
Jojo Smiley
somerandomguy
Dabbler
Posts: 12
Registered: 25-07-2007

Re: beep beep beep beep - Its Dead, I have 240 minutes inclusive that dont work

I'm having the same problem and I do have the 50p credit still on my account.
Tried phoning support last night (16 mins hold time!) and got a ticket raised, only for the ticket to get a reply saying to ask here. Not very happy about the level of support, TBH.
(Edit: sorry, ticket number is 48412423)
Community Veteran
Posts: 5,282
Thanks: 448
Fixes: 1
Registered: 21-03-2011

Re: beep beep beep beep - Its Dead, I have 240 minutes inclusive that dont work

I had a similar 240 minutes a month in my Option 3 and had been wondering whether to use them. I didn't see any mention when signing up about having to pay extra money to use them. They are either available as part of the advertised package or not. It is not the customer's fault that the PlusNet system can not deal with an absence of credit.
A black mark against PlusNet.
Now Zen, but a +Net residue.
itsme
Grafter
Posts: 5,924
Thanks: 1
Registered: 07-04-2007

Re: beep beep beep beep - Its Dead, I have 240 minutes inclusive that dont work

From memory and if PN have not change this they add 50p to your account when it is first initialised. So if you do not make any chargeable calls you can use your 240 minutes every month without the need to add funds.
The problem arise when this 50p credit is used up as the broadband phone is not a credit account but pay as you go which need funds. The OP (@pint) have done this on more than one occasion and PN have added the 50p again.
You need to weigh up the benefits and for me adding £5 so that I can use my free minutes so that I do not need any call package for my land line mean that I save loads of money.
Edit just read Jojo reply and PN still add the 50p to your accout.
The_10th
Grafter
Posts: 1,090
Registered: 08-04-2007

Re: beep beep beep beep - Its Dead, I have 240 minutes inclusive that dont work

The problem that could easily arise requiring credit is that one uses up credit on non-inclusive calls to a legacy product preventing use of 'included calls'. Whilst raising a ticket is ok it would be good to have an instant means for adding credit as tickets can take some time in getting answered, possibly leaving someone without service.
pint
Grafter
Posts: 380
Thanks: 6
Registered: 19-08-2007

Re: beep beep beep beep - Its Dead, I have 240 minutes inclusive that dont work

I will probably add the £5 credit at some point, but its just a huge irratation.
if you get 240 minutes inclusive per month then that 240 minutes should be accessable regardless of how much credit is on the account.