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International call charges

FIXED
happyhippy
Hooked
Posts: 7
Thanks: 1
Registered: ‎04-11-2016

International call charges

Hello there,

My first contact here, having come across from TalkTalk on Monday 11 Nov.

I'm on an Anytime International 300 with mobile plan.

I have just reviewed my phone usage and seen a charge for an International call made by my wife yesterday morning (17th Nov).  No charge had been made for an earlier call on 14 Nov.

I rang Customer services to query the charge and was informed that the International Call open line limit was 30 minutes at a time, which was a shock, having being used to 60 minutes at TalkTalk.  The Call centre operative kindly marked this charge for a credit.

Neither of us then knew that my wife had made a second longer call yesterday evening as the account had not yet been updated.

I would be most grateful if this second charge could be credited when it appears; of course we understand that the total international call time has to stay within the 300 minutes monthly allowance, and that the three calls made to date will form part of that total.

Thanking you in anticipation.

9 REPLIES 9
happyhippy
Hooked
Posts: 7
Thanks: 1
Registered: ‎04-11-2016

Re: International call charges

SORRY!

Wrong forum.

Reposted in MY ACCOUNT/BILLING forum.

Strat
Community Veteran
Posts: 31,306
Thanks: 1,627
Fixes: 565
Registered: ‎14-04-2007

Re: International call charges

Moderator Note by Dick (Strat)

As it was a duplicate post I've removed the one in Accounts and Billing.

You should get a response here.

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happyhippy
Hooked
Posts: 7
Thanks: 1
Registered: ‎04-11-2016

Re: International call charges

Thank you!  You have just saved me from going around in ever decreasing circles.

happyhippy
Hooked
Posts: 7
Thanks: 1
Registered: ‎04-11-2016

Re: International call charges

BUMP

 

 

 

happyhippy
Hooked
Posts: 7
Thanks: 1
Registered: ‎04-11-2016

Re: International call charges

B   U   M   P

B  U  M  P

BUMP

 

Hey Fellas..... Grateful for a bit of attention,

 

P L E A S E.

HarryB
Plusnet Help Team
Plusnet Help Team
Posts: 5,191
Thanks: 1,447
Fixes: 255
Registered: ‎25-03-2015

Re: International call charges

Fix

Welcome to the community forums @happyhippy

 

Really sorry to see this thread has been missed.

 

I'll make sure the other call charge made on the 17th is refunded as part of the same goodwill gesture mentioned on the ticket.

 

I hope this helps.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional
happyhippy
Hooked
Posts: 7
Thanks: 1
Registered: ‎04-11-2016

Re: International call charges

Much appreciated, Harry.  Thank you.

Mav
Moderator
Moderator
Posts: 21,553
Thanks: 4,413
Fixes: 501
Registered: ‎06-04-2007

Re: International call charges

Moderator's note by Mike (Mav): I have changed the fix to HarryB as per message #7.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

Bigsyuk
Interested
Posts: 1
Registered: ‎09-12-2016

Re: International call charges

Hi

 

i too have just found this out the hard way. My wife's parents live in Cyprus and we have now been charged for two calls that have run a little over the time constraint.

 

Can Plusnet not make it clearer that the Antime international 300 is limited to 30 minute calls when taking the package - I certainly didn't notice it and I do generally read terms carefully. Better still with the 300 minute limit can the call duration not be removed?