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Call To 0114 CSC Number Charged - Is This Correct?

bobboulby
Grafter
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Registered: ‎20-07-2007

Call To 0114 CSC Number Charged - Is This Correct?

Last week I made a call to the CSC on 0114 296 5188. The call was charged and I queried this by raising a question (ID: 28938037). The response to my question was:
"Thank you for your query. We not longer issue the 0114 number as a support number, as there are plans to discontinue this. The free calls to our support lines apply for our 0845 number only. If you dial this number in future, these calls will be free"
This seems a bit unfair. While ever the 0114 number is still in use, surely it should also be free for PlusNet Phone customers.
Bob
Edit - I've just noticed that the 0114 number is still being actively promoted on the Help and Support page http://www.plus.net/support/?helpheader=support
If you want to speak to our support team, you can call us on:
• Customer Support: 0845 140 0200 or 0114 296 5198
• Broadband Faults: 0845 140 0080 or 0114 296 5188
30 REPLIES 30
pierre_pierre
Grafter
Posts: 19,757
Registered: ‎30-07-2007

Re: Call To 0114 CSC Number Charged - Is This Correct?

as far as I know the 0114 number was always charged, and as of this month the 0845 number is free to those on home phone and has been published in this forum
bobboulby
Grafter
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Re: Call To 0114 CSC Number Charged - Is This Correct?

But it says on the sales pages "Free calls to Plusnet Support". I've looked and I can't find anywhere where it says that this is restricted to the 0845 number. Happy to be proved wrong if I've missed it but if  I have, it still seems unfair.
By the way, I did have a good reason for calling the 0114 number. My voip line was playing up http://community.plus.net/forum/index.php/topic,76690.0.html and I wanted to check that it worked from my landline.
Bob
Anotherone
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Re: Call To 0114 CSC Number Charged - Is This Correct?

Well that's news about "discontinuing the 0114 number" which I don't believe is correct. Perhaps someone from PN that knows for certain can comment. They are discouraging use of the 0114 number in preference for the 0845 number which is free to "Home phone" users.
You've made an interesting point about what it says on the Sales pages and that should be corrected and clarified.
pierre_pierre
Grafter
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Registered: ‎30-07-2007

Re: Call To 0114 CSC Number Charged - Is This Correct?

Just had a look through the numerous pages on how to contact CSV and they all say call to 0845 are free apart from the cancellations one.  the only 0114 number remaining is the business user one. 
James Blog from last November said that the 0114 number will cease to exist although they are still on the bottom of the first page of the help section and would still be free for home phone during the free period
Not sure if Joe Blogs phoned the 0845 Numbers will they be charged?
Where do you reckon it was on the sales page?
jelv
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Re: Call To 0114 CSC Number Charged - Is This Correct?

Depending upon the package you have with your phone supplier calls to 0845 numbers may be chargeable (BT have only started including these in some of their packages recently). The problem with 0114 numbers is that they cannot be routed by the IVR system. Apparently when they get 03xx numbers they may be routable and are very likely to be in the included free calls across a range of phone suppliers. Until the 03xx numbers are implemented the 0114 numbers must stay in place.
jelv (a.k.a Spoon Whittler)
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Be3G
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Re: Call To 0114 CSC Number Charged - Is This Correct?

The last thing I'd read was that Plusnet weren't going to offer 03 numbers after all - if you've read something that says otherwise though, please do share. And for what it's worth, 03 numbers are already included in 'unlimited' minutes provided by most phone suppliers AFAIK - well, I checked PN, BT and O2 and they all include them.
bobboulby
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Re: Call To 0114 CSC Number Charged - Is This Correct?

Quote from: pierre_pierre
Where do you reckon it was on the sales page?

On the sales page http://www.plus.net/residential/bundles.shtml it says "Free calls to Plusnet Support" . There is no mention of this being restricted to the 0845 number. Plus, as I said above, the 0114 number is still predominately displayed at the bottom of the help and support home page http://www.plus.net/support/?helpheader=support
Bob
Anotherone
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Re: Call To 0114 CSC Number Charged - Is This Correct?

Blimey pierre, unlike your searches not to come up with the goods, here almost at the bottom of the page - http://www.plus.net/support/?helpheader=support
And as I recall, Thomas is right, which is why they've offered the 0845 CSC number free to HomePhone users. It might have been the beloved CEO that said an 03 number would not be offered (I suspect the cost of implementation by their TSP was too great).
pierre_pierre
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Registered: ‎30-07-2007

Re: Call To 0114 CSC Number Charged - Is This Correct?

Quote
James Blog from last November said that the 0114 number will cease to exist although they are still on the bottom of the first page of the help section and would still be free for home phone during the free period

Exactly what did I miss?
Secondly the Sales page says free call (Via 0845)  no mention of Home Phone?  So anyone not on home phone but on another system that gives free calls (Not BT who also include 0845) I suppose will have to pay for the 0845 and not the 0114 number?
bobboulby
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Re: Call To 0114 CSC Number Charged - Is This Correct?

Quote from: pierre_pierre
Secondly the Sales page says free call (Via 0845) 

Sorry, am I missing something here? It says "Free calls to Plusnet Support". Those are the exact words - no mention of 0845.
Bob
pierre_pierre
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Re: Call To 0114 CSC Number Charged - Is This Correct?

if you are on homephone both are free
bobboulby
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Re: Call To 0114 CSC Number Charged - Is This Correct?

We must be talking at crossed purposes here. I am on PlusNet Home Phone (Evenings and Weekends) but I did get charged for the 0114 call (hence this thread).
Let's leave it now and see what the Comms Team say when they log in on Monday.
Bob
pierre_pierre
Grafter
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Re: Call To 0114 CSC Number Charged - Is This Correct?

when did you make the 0114 number?  if during your free period it should not have been charged, I did have this problem with 03 numbers, but got reimbursed
bobboulby
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Re: Call To 0114 CSC Number Charged - Is This Correct?

I made the call at 09:05 but the time is irrelevant. My point is that all calls to the CSC should be free at any time for PlusNet Home Phone customers.
I'm off to enjoy the evening sun now  Smiley
Bob