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Inexplicable email from PlusNet about my usage

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Inexplicable email from PlusNet about my usage

Can anyone explain what this email I have just recieved from PlusNet is all about:

***
> Begin forwarded message:
> From: support@plus.net
> Date: 3 February 2006 18:03:17 GMT
> To: xxx@xxxxxx.plus.com
> Subject: Passed billing date - Peak Time Usage Management Removed
> Reply-To: support@plus.net
>
>
>
> Your username: xxxxx
>
> Dear Mr xxx xxx,
>
> This email is to notify you that you have successfully passed your billing
> date therefore peak-time usage management has been removed from your
> service.
>
> To avoid further restrictions to your service please schedule large
> downloads for off-peak times.
>
> Thank you for your cooperation.
>
> Kind Regards,
> PlusNet Customer Support
>
> http://portal.plus.net/support/
>
> ---
> This email has been sent as it contains important information about your
> service from PlusNet. Please do not reply to this email, as this is an
> unmonitored address.
>
>
***

I have never received any emails from PlusNet to say that I had been put on "peak-time usage management"

Also, my usage in the last month has not exceeded the limits stated in the Sustainable Usage policy, so why would my usage be managed anyway?

The Sustainable Usage Policy says:

- a warning email will be sent after 100GB usage (anytime) OR 30GB peak-time usage

- peak-time management will be applied after 100GB usage (anytime) AND 30GB peak-time usage

According to the 'View my Usage' section, I have NEVER exceeded these limits. Between Jan 4 2006 and Feb 3 2006, I used the following:

9.87GB peak, 14.4GB off-peak and 40.86GB total.
And in previous months I've never gone above 7.64GB total.

Can anyone tell me why peak-time usage management was applied to my account, when I came nowhere near to exceeding the limits?

Also, why was I never sent the 'warning' email or an email to say that management was being applied?

PlusNet appear to be breaking the promises they make in their own policy!

I ain't gonna be happy if my speed was reduced unnecessarily.

Thanks,

Julian Wright
3 REPLIES
hiflier
Grafter
Posts: 45
Registered: 05-04-2007

Inexplicable email from PlusNet about my usage

Julian.

I received one of these as well.
Check http://portal.plus.net/central/forums/viewtopic.php?t=38426
to see a possible reason!!!!


Ian.
passer
Grafter
Posts: 381
Registered: 06-04-2007

Inexplicable email from PlusNet about my usage

Hi Julian -
while in no way attempting to contradict anything you've described, and from a point of view agreeing with your unhappiness that you have been insidiously "managed" without prior notification (which seems to have happened to a number of people across these boards), the fact that you didn't notice it while it was happening could be interpreted as indicating that PlusNet have skillfully used the tools at their disposal to control your intemperate use of their bandwidth for the greater good of their userbase without affecting your enjoyment of your product. Wink

On a more serious note, I think hiflier's post is your answer.
Community Veteran
Posts: 1,166
Thanks: 7
Registered: 01-08-2007

Inexplicable email from PlusNet about my usage

I subscribe to PlusNet Service Status emails and recently got this message:

"Service: ADSL Dial
Posted: Mon, Jan 23 2006 at 21:29:28
Subject: Incorrect Peak Time Management Removal Emails - NEW

We are currently investigating a problem whereby a small number of customers are receiving an email saying that "peak time management has been removed" when these customer have not had peak time management applied.

We would like to apologise for any confusion that these emails have caused and assure customers that it is just a problem sending out an incorrect email and that peak time management has not been applied in these cases.

We will post a further update tomorrow when more information will be available.


Kind Regards,

Dave Tomlinson
Customer Support"

Though I had a later email saying the problem had been resolved, it looks as though you were one of those sent the message incorrectly.

Hope this helps explain things.
Plusnet user since November 2003
Currently on Unlimited Fibre Extra and Unlimited UK & Mobile Calls