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Plus net what a caring company

Bizzylizie
Hooked
Posts: 7
Registered: ‎27-08-2016

Plus net what a caring company

I'm posting this on behalf of my friend who has had a STROKE and is incapable of doing so herself.

She has recently received an email stating that she has gone over her credit limit (£55) to the tune of £497. This was, supposedly, due to her spending 9 hours dialling porn chat lines between 1am and 10am. Plus net say they have checked the line and it's definitely her number that was being used. They've totally ignored the fact that she lives alone and has had a STROKE making it impossible for her to have made these calls.

They're now saying she has to pay for these calls dispite the fact that she's on benefits due to having had a STROKE! What a caring company!
12 REPLIES 12
Strat
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Re: Plus net what a caring company

Moderator's note by Dick (Strat) duplicate post removed.

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billnotben
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Re: Plus net what a caring company

Is it possible a carer or a neighbour could have used her phone?

My dear old Mum used to help everyone. Once when I checked her phone bill she had one call that was £50+. It turned out she had helped out a (brief) neighbour who asked if he could use her phone to call his wife. His wife was in Cuba.

Gel
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Re: Plus net what a caring company

Surprised PN didn't block line when credit limit exceeded by twice the limit.

Are you sure no one else was in property at time in question.

Bizzylizie
Hooked
Posts: 7
Registered: ‎27-08-2016

Re: Plus net what a caring company

No, she was alone.
Bizzylizie
Hooked
Posts: 7
Registered: ‎27-08-2016

Re: Plus net what a caring company

She was in bed. The calls were supposedly made between 1am and 10am. There were 45 of them. There was nobody else in the house.
MattyC
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Re: Plus net what a caring company

Could you please PM her username/telephone number over? I'll check the case for you.

Matty

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
MattyC
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Re: Plus net what a caring company

Appreciate you sending the details over.

I've spent a bit of time Googling the numbers (at the risk of being NSFW), and the numbers tend to correlate to the same subject matter. There's also no shades of systematic activity, the calls were made at random times which suggests it wasn't anything robotic.

As already discussed with you, the agent you previously spoke with checked the raw data that Openreach provide us to ensure that there's no discrepancy between our own systems, and theirs. The calls were definitely registered through the landline that routes through to your friend's property (which also means Plusnet were charged for them).

My colleague also tested your line to see if some wires have crossed somewhere, but this lead to no results. I have tested the line myself, with the same outcome

Now you've given enough information to suggest that it wouldn't be your friend waking up and making these calls.Based on the time of day, it's reasonable to say that unless somebody has stayed over for the evening, the calls weren't made by anybody else either.

From here, I'll respond to your PM as well so that we can come to a resolution.

 

Surprised PN didn't block line when credit limit exceeded by twice the limit.

The billing run updates around every 24 hours. Due to the close proximity of the calls, the credit limit didn't take effect, hence the calls could continue.

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Bizzylizie
Hooked
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Registered: ‎27-08-2016

Re: Plus net what a caring company

This was meant to have been sorted. You've now sent her a bill for £514.37!!!! What the hell is going on?!!!!!

Moderator's note by Dick (Strat) All caps removed as per Forum rules

Bizzylizie
Hooked
Posts: 7
Registered: ‎27-08-2016

Re: Plus net what a caring company

Wow! Can make time to remove caps how about spending some time getting this resolved?

Strat
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Re: Plus net what a caring company

I wish I could @Bizzylizie but I'm just a customer and not staff.

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Bizzylizie
Hooked
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Registered: ‎27-08-2016

Re: Plus net what a caring company

Gemma on Chat said this would be investgated today. We've had no reply from Plusnet at all. We've got emails to prove our case. Next stop Ofcom.
HarryB
Plusnet Help Team
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Re: Plus net what a caring company

Apologies this wasn't picked up yesterday. I understand @MattyC should have an update for you today.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional