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Support HELP please - account monthly allowance needs resetting

Community Veteran
Posts: 3,826
Thanks: 44
Fixes: 1
Registered: 24-09-2008

Support HELP please - account monthly allowance needs resetting

Is there a easier way of reporting a very simple broadband issue.
At the end of our last billing month we ran into our broadband limit, hence were throttled back for a day. New month begins, throttle is not lifted.
Is there a quick way to get the throttled removed?
I seem to have got into an endless loop of "connecting to the test socket", "switching micro filters", "switching routers".
10 REPLIES
Community Veteran
Posts: 5,472
Thanks: 292
Fixes: 4
Registered: 11-08-2007

Re: Is there a quick way

Are you into your new billing month, or at the end of the month in which you used your allowance ?
Community Veteran
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Registered: 24-09-2008

Re: Is there a quick way

Started new billing month midnight on the 8th/9th
Community Veteran
Posts: 26,718
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Registered: 10-04-2007

Re: Is there a quick way

You are probably in the loop you describe because you reported it as a broadband fault. I'd have probably raised it here: https://www.plus.net/wizard/?p=wizard&page=22451&wizard_id=38
"My traffic management profile has not reset properly following the start of the new billing month"
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Community Veteran
Posts: 5,472
Thanks: 292
Fixes: 4
Registered: 11-08-2007

Re: Is there a quick way

I wonder whether the overnight scripts that handle account usage messed up that night ? - see http://community.plus.net/forum/index.php/topic,116418.msg1006025
The fastest way to get your account reset, would be to send a PM to a staff member on the digital care team when they start work within the next hour, who will be able to sort it out immediately.
Don't do any more switching routers etc, it won't make ANY difference !
Community Veteran
Posts: 3,826
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Registered: 24-09-2008

Re: Is there a quick way

@Purleigh:- thank you
Quote from: purleigh
would be to send a PM to a staff member on the digital care team when they start work within the next hour,

?? not sure how to do that, I've done a search for "digital care team" and most variations I don't come up with anything meaningful.
Community Veteran
Posts: 5,472
Thanks: 292
Fixes: 4
Registered: 11-08-2007

Re: Is there a quick way

@journeys - I have just sent you a PM on "How to PM a staff member"
Community Veteran
Posts: 5,472
Thanks: 292
Fixes: 4
Registered: 11-08-2007

Re: Is there a quick way

You might also want to edit this thread title from "Is there a quick way"
to something more likely to attract the attention of staff,
for example -
"Support HELP please - account monthly allowance needs resetting"
Community Veteran
Posts: 5,472
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Registered: 11-08-2007

Re: Support HELP please - account monthly allowance needs resetting

Much more visible now  Wink
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Support HELP please - account monthly allowance needs resetting

Hi Journeys,
Sorry about this - we're having some problems with VMBU at the moment (http://usertools.plus.net/status/archive/1373446917.htm) which we're looking into, unfortunately it's still going on at the moment - I'll be updating that thread as soon as I have any more info from the developers looking into it, but unfortunately it does seem to be causing things like this.
Community Veteran
Posts: 3,826
Thanks: 44
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Registered: 24-09-2008

Re: Support HELP please - account monthly allowance needs resetting

@Matt:- thank you,
(shouldn't of hit the maximum allowance in the first place, but relatives with ipads were visiting and the tennis was on)