I was out of contract and recently changed my call plan to unlimited UK and mobile calls. I've just noticed I have entered into a new 12 month contract! Is this correct? I was not advised that this would be the case!
No, it should not have started a new contract, it is one of the many quirks of the terrible billing system that affects some but not all customers. You will need forum staff to correct it.
Is there a Plusnet help team member that can help me with this please? I’ve been struggling to get through on the phone and the live chat is unavailable.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Hi @chriss75, thanks for getting in touch and I'm sorry for the delay in getting back to you. I'm afraid in order to correct and/or adjust contract details on your account you'd need to give our customer options team a call who should be able to help here.They are contactable directly on 0800 013 2632 and they are open between the following hours:
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Thanks for highlighting the previous issue regarding this @MisterW as it's not one I or my colleagues in over the weekend have come across nor are we sure on who to speak to on getting this corrected. I figured the Customer Options Teams will have certainly seen more of these issues coming through than we have and therefor know which direction to take this to resolve if they can't make the necessary changed themselves. I've flagged this up to a colleague however who looked into the last one and we should hopefully get this corrected in the next day or 2. We'll be sure to get back in touch once this is resolved for you.
@BD Ben, have a word with the wizard😀 I had the same problem with a family members account and he sorted it. It don't think it was possible to 'remove' the contract as such, so he changed the contract end date/length. In my case, like the OP, the account was out of contract, so he changed it to 1 day from the date he did the change.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
@MisterW, that would have been my usual go to with an issue like this, however I'm afraid he's out of the office for the next few days so didn't want to prolong this getting resolved. Not to worry however as the colleague who fixed the issue you highlighted last month should be able to go through the same channel or advise me on how to go about resolving this one when they're in tomorrow. My apologies for any inconvenience caused in the meantime @chriss75.
Hi @chriss75, apologies for the delay in getting back to you. I can confirm I've got the necessary amendments made with a colleague and although I can't confirm my actions on here I've updated a ticket with further information which can be seen here.
I hope this helps and if there's anything we can help you with moving forwards please don't hesitate getting back in touch.
