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Can't change my phone call package

Newbie
Posts: 3
Registered: ‎21-11-2017

Can't change my phone call package

II'm stuck on a loop when trying to change my call plan online. I recently joined - I completely underestimated our phone use - the bill is now headed for £100 per month on calls so I need to add all-inclusive uk calls. I click Product Change - go to my broadband package, click Keep this product and then don't get an option to change to a phone package.

 

I can never get through on the phone and I'm not getting an option for live chat as all support is busy. The new monthly billing cycle starts in 2 days. 

 

I feel very frustrated like I've been caught out by one bad decision and now Plusnet are giving bad customer service to take advantage. I'd love to be able to cancel my contract altogether and go a different provider if this can't be sorted.

6 REPLIES 6
Plusnet Help Team
Plusnet Help Team
Posts: 17,986
Thanks: 5,730
Fixes: 963
Registered: ‎21-04-2017

Re: Can't change my phone call package

Hi there.

What are you seeing after you click to keep your broadband product?

Mind posting up a screenshot either here or feel free to send me a PM?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Newbie
Posts: 3
Registered: ‎21-11-2017

Re: Can't change my phone call package

Summary of your changes

You've not requested any changes. Click 'Start again' if you want to make a change.

 

Prices displayed are inclusive of VAT.

Plusnet Help Team
Plusnet Help Team
Posts: 8,115
Thanks: 983
Fixes: 399
Registered: ‎01-01-2012

Re: Can't change my phone call package

Upon further investigation this is because you've hit your credit limit.

If you make a payment to top it up it'll allow you to change package

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Newbie
Posts: 3
Registered: ‎21-11-2017

Re: Can't change my phone call package

I made a payment - still no option to change it. This is very frustrating.

Plusnet Help Team
Plusnet Help Team
Posts: 17,986
Thanks: 5,730
Fixes: 963
Registered: ‎21-04-2017

Re: Can't change my phone call package

It usually takes about 24 hours to reactivate your phone service following topping up your credit limit before you’re able to make any changes.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Moderator
Moderator
Posts: 20,453
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Registered: ‎06-04-2007

Re: Can't change my phone call package

Moderator's note:

Unhelpful post removed.

Forum Moderator and Customer
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