Call to support CHARGED!
That page needs amending
It doesn't actually say how calls are charged for landline users. As you advertise that PN home phone users get free calls to PN it should be free.
Quote 0300, 0330 and 0345 numbers are charged at the same rate as a landline for mobile users and are included as part of any inclusive or free minutes.
It doesn't actually say how calls are charged for landline users. As you advertise that PN home phone users get free calls to PN it should be free.
It could be argued that landline "inclusive minutes" are those provided by the "anytime option" and possibly by the evening/weekend options; though neither anytime nor mobile inclusive minutes are, strictly, free 
However, that does not apply to "free at all times"
- except there is a 0800 number provided (and I'm not sure that many people would expect a 03 number to be similarly free using a landline).
Personally, not having mobile "inclusive minutes" means I always use the landline for 0800 or during "free calls" time periods (in that order) where possible.
However, that does not apply to "free at all times"
- except there is a 0800 number provided (and I'm not sure that many people would expect a 03 number to be similarly free using a landline).Personally, not having mobile "inclusive minutes" means I always use the landline for 0800 or during "free calls" time periods (in that order) where possible.
Morning all,
Apologies for not getting back to this thread sooner, I had a meeting towards the end of the day and didn't get time to pick this back up. I've had a dig into this with our products team this morning and can confirm that we do charge for calls to the 03 support numbers from our landline products outside of inclusive minutes (Evenings or weekends).
From my understanding, this issue arose from the train of thought that Pee Gee provided in his last post. The documentation on the website have failed to move forward and evolve as we moved from the 0845 numbers which we suppressed billing for to make support free (where we first introduced the free calls to support). We then moved onto the 0800 number which still allowed free calls and didn't requite any documentation updates. Finally we had the addition of the 03 numbers to help customers with mobile calls however this then admittedly makes the wording on free support somewhat murky dependent on how you interpret it
So while this quote is true of calls to the 0800 numbers from our home phone products, it doesn't expressly state this. I'll be raising a request to see if we can add some clarification to this as soon as we can so to avoid further confusion.
At the foot of the contact numbers page we also have -
"0300, 0330 and 0345 numbers are charged at the same rate as a landline for mobile users and are included as part of any inclusive or free minutes."
Again, this is another one that could be open to interpretation so I'll also be raising a request for this to be reinforced regarding costs of calling 03 numbers from a land line outside of designated call plan times.
@Hairy McBiker - I'll arrange a refund of the costs for you on this occasion but please ensure that the 0800 numbers are used when calling from a landline where possible and the 03 numbers will see you right when calling from a mobile.
Apologies for not getting back to this thread sooner, I had a meeting towards the end of the day and didn't get time to pick this back up. I've had a dig into this with our products team this morning and can confirm that we do charge for calls to the 03 support numbers from our landline products outside of inclusive minutes (Evenings or weekends).
From my understanding, this issue arose from the train of thought that Pee Gee provided in his last post. The documentation on the website have failed to move forward and evolve as we moved from the 0845 numbers which we suppressed billing for to make support free (where we first introduced the free calls to support). We then moved onto the 0800 number which still allowed free calls and didn't requite any documentation updates. Finally we had the addition of the 03 numbers to help customers with mobile calls however this then admittedly makes the wording on free support somewhat murky dependent on how you interpret it
Quote from: Oldjim Calls to Plusnet support Free at all times
So while this quote is true of calls to the 0800 numbers from our home phone products, it doesn't expressly state this. I'll be raising a request to see if we can add some clarification to this as soon as we can so to avoid further confusion.
At the foot of the contact numbers page we also have -
"0300, 0330 and 0345 numbers are charged at the same rate as a landline for mobile users and are included as part of any inclusive or free minutes."
Again, this is another one that could be open to interpretation so I'll also be raising a request for this to be reinforced regarding costs of calling 03 numbers from a land line outside of designated call plan times.
@Hairy McBiker - I'll arrange a refund of the costs for you on this occasion but please ensure that the 0800 numbers are used when calling from a landline where possible and the 03 numbers will see you right when calling from a mobile.