cancel
Showing results for 
Search instead for 
Did you mean: 

On Plusnet Evening & weekend calls but charged for calls at those times

simonj
Dabbler
Posts: 19
Registered: ‎12-10-2011

On Plusnet Evening & weekend calls but charged for calls at those times

On 6 Sept I bought the Line Rental Saver upfront for the year for £131.88  and signed up to pay £1.50 for PlusNet Evening & Weekend on the understanding I would get free evening calls. However from checking my account in the itemised calls section it is billing me for £14.50 for a month's line rental and also for calls that were made in the evenings after 7pm and at weekends.
I find this annoying and hope this is an error. Please would someone check this.
10 REPLIES 10
jelv
Seasoned Hero
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Re: On Plusnet Evening & weekend calls but charged for calls at those times

Have you checked the details of the calls being charged? How long were they?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
simonj
Dabbler
Posts: 19
Registered: ‎12-10-2011

Re: On Plusnet Evening & weekend calls but charged for calls at those times

Yes for instance to numbers beginning with 01:
date                 time        duration      cost
18/10/2013   19:05:50    00:08:00    £0.82
13/10/2013   21:50:50    00:19:00    £1.74
13/10/2013   20:35:53    00:02:00    £0.31
There are others as well on other dates.

 

picbits
Rising Star
Posts: 3,428
Thanks: 22
Registered: ‎18-01-2013

Re: On Plusnet Evening & weekend calls but charged for calls at those times

What were the first six digits of the telephone numbers charged for ?
orbrey
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: On Plusnet Evening & weekend calls but charged for calls at those times

Hi there,
To save simonj posting any more details, these are in fact being incorrectly charged I'm sorry to say. I've asked Ben to take a look and he'll get the account fixed up to stop this happening, I've also refunded the cost of the calls that shouldn't have been charged from a previous invoice.
Really sorry about that simonj, I'll pop some details on a ticket so you can confirm everything's correct.
simonj
Dabbler
Posts: 19
Registered: ‎12-10-2011

Re: On Plusnet Evening & weekend calls but charged for calls at those times

Thanks. Please would you also check that I will not be charged for a monthly line rental as I have already paid the line rental for the year.
orbrey
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: On Plusnet Evening & weekend calls but charged for calls at those times

Ben's looking into that for you too, we'll make sure you're not charged for line rental.
simonj
Dabbler
Posts: 19
Registered: ‎12-10-2011

Re: On Plusnet Evening & weekend calls but charged for calls at those times

Hi Matt, Thanks. Please note there another call that was incorrectly charged for that you missed. I've added details of that in the reply to your support ticket.
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 15,965
Thanks: 629
Fixes: 176
Registered: ‎27-04-2007

Re: On Plusnet Evening & weekend calls but charged for calls at those times

I've just refunded that for you and updated ticket 76580107.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Apprentice
Grafter
Posts: 641
Thanks: 3
Registered: ‎04-11-2008

Re: On Plusnet Evening & weekend calls but charged for calls at those times

Quote from: Matt
Ben's looking into that for you too, we'll make sure you're not charged for line rental.

Oh dear, I'm getting a feeling of foreboding .............  Tongue
BenTrimble
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,106
Registered: ‎06-02-2008

Re: On Plusnet Evening & weekend calls but charged for calls at those times

It was all fine - the account was slightly broken, we fixed it and some of the database entries from when it was slightly broken were still present (to allow calls to process) but others weren't (to allow the free minutes to apply). The account was fixed and will now be fine on an ongoing basis.