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Free calls to other PlusNet Home Phone users?

Community Veteran
Posts: 1,181
Thanks: 12
Registered: 01-08-2007

Free calls to other PlusNet Home Phone users?

My sister signed up to PlusNet Essential last month but she says she's been charged for weekday evening calls to me. That's not right, is it?
(I'm on Evenings and Weekends with Home Phone and haven't had any calls to her charged to me but haven't made any outside of weekends and evenings afaik.)
Plusnet user since November 2003
Currently on Unlimited Fibre Extra and Unlimited UK & Mobile Calls
19 REPLIES
Community Veteran
Posts: 14,469
Registered: 30-07-2007

Re: Free calls to other PlusNet Home Phone users?

Essential only includes weekend calls - details here although it does say it includes calls to other plusnet users.
Calls over 60 minutes will be charged so if you are sure all calls were less than 60 minutes I would get it clarified with Customer Support.
Community Veteran
Posts: 1,181
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Registered: 01-08-2007

Re: Free calls to other PlusNet Home Phone users?

That's what I thought; she shouldn't have been charged for her evening calls to me if they're under one hour. This came up because she was asking me about setting up VOIP so her calls to me wouldn't get charged and I told her thought they should all be free anyway.
She did make one weekend call to me which went over the hour and got charged for the extra, so she knows to be careful to keep an eye on the clock now. One of the weekday calls that got charged was for the minimum 1 minute, when I was out and she got my answerphone.
Come to think of it could the call going over one hour have tripped something that didn't then get reset? I know the 1 minute call was more recent than the long one. Not sure if the other one she mentioned was also after that or before it.
Plusnet user since November 2003
Currently on Unlimited Fibre Extra and Unlimited UK & Mobile Calls
Mand
Grafter
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Re: Free calls to other PlusNet Home Phone users?

Hi there,
This is actually a problem which we've already identified (internal ref 52840), and a fix is ready. This will be rolled as part of a batch of fixes on Tuesday. We'll then look at refunding customers who have been charged incorrectly.
If you'd like to PM me your sister's username I will make sure she's identified on the existing problem.
Community Veteran
Posts: 1,181
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Registered: 01-08-2007

Re: Free calls to other PlusNet Home Phone users?

Thanks Mand. I've PMd you with her username.
Glad to hear it's all under control.  Smiley
Plusnet user since November 2003
Currently on Unlimited Fibre Extra and Unlimited UK & Mobile Calls
Mand
Grafter
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Registered: 05-04-2007

Re: Free calls to other PlusNet Home Phone users?

No problem at all.
I'll update this thread once the fix has rolled. Smiley
Community Veteran
Posts: 1,181
Thanks: 12
Registered: 01-08-2007

Re: Free calls to other PlusNet Home Phone users?

Any news on this, Mand (or anyone), as Tuesday has come and gone?
Plusnet user since November 2003
Currently on Unlimited Fibre Extra and Unlimited UK & Mobile Calls
pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: Free calls to other PlusNet Home Phone users?

even PN dont know what to charge
both calls to CSV
Date of call  Number called  Time of call  Duration  Included mins    Cost
      24/10/2008  01142965198  15:30:59  00:25:00  no                            £0.00
24/10/2008 01142637077 11:16:38 00:02:00 yes                  £0.00
Community Veteran
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Registered: 01-08-2007

Re: Free calls to other PlusNet Home Phone users?

My sister has now had her bill and she's still been charged for her calls to me, which has added around a fiver on top of her weekday calls to non-plusnet numbers.
She's raised a ticket (after trying to contact CS by phone and not getting through to anyone) but isn't very happy that more will be taken from her bank account than should be.  Cry
Any news on the fix, Mand or anyone?
Plusnet user since November 2003
Currently on Unlimited Fibre Extra and Unlimited UK & Mobile Calls
Community Veteran
Posts: 1,181
Thanks: 12
Registered: 01-08-2007

Re: Free calls to other PlusNet Home Phone users?

Quote from: Mand
This is actually a problem which we've already identified (internal ref 52840), and a fix is ready. This will be rolled as part of a batch of fixes on Tuesday.

As nothing seems to have happened yet re this problem, I looked for the quoted number in the Priority Problms pages but it doesn't seem to be there, open or closed or anything.
Is Mand around at the moment (not this time of night I mean but this week)?
Plusnet user since November 2003
Currently on Unlimited Fibre Extra and Unlimited UK & Mobile Calls
Community Veteran
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Registered: 31-08-2007

Re: Free calls to other PlusNet Home Phone users?

Hi Mand,
If you are about this week, if not, someone that knows, were the batch of fixes rolled out last Tuesday (or even since then)?
Would you mind listing all the things that have been fixed please.
Thanks.
Mand
Grafter
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Registered: 05-04-2007

Re: Free calls to other PlusNet Home Phone users?

Hi guys,
A batch of fixes rolled, but this was not part of them due to some testing issues.
We've now got a fix ready for this, but it won't roll until the next batch of fixes. This is currently scheduled for the 18th of November.
glloyd
Rising Star
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Registered: 06-04-2007

Re: Free calls to other PlusNet Home Phone users?

I bet if people were being under charged the fix would be rolled out a lot quicker Grin
Community Veteran
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Registered: 01-08-2007

Re: Free calls to other PlusNet Home Phone users?

Quote from: Mand
We've now got a fix ready for this, but it won't roll until the next batch of fixes. This is currently scheduled for the 18th of November.

So what about the charge that's been taken? Will that be refunded shortly or will my sister have to wait till the fix is rolled out? Ta.  Undecided
Plusnet user since November 2003
Currently on Unlimited Fibre Extra and Unlimited UK & Mobile Calls
Community Veteran
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Registered: 02-10-2008

Re: Free calls to other PlusNet Home Phone users?

Obviouly calling someone else on Homephone E/WE in the evening / weekend is free
- but somewhere I read that even during the day calls between Homephone users is free ??.    ( Not Homephone Anytime+ )
thanks
Mal