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Talk Mobile add-on

warbleeder
Grafter
Posts: 447
Thanks: 2
Registered: ‎04-03-2010

Talk Mobile add-on

i have the talk mobile add-on ... on my account .... when i saigned up i was told £6 a month for 1000 mobile minutes... (that was prety much allthe info) so i agreed and signed up.....
now 1000 minutes = round about 16 hours
this month i noticed my bill was afew quid more than normal so i took a look and noticed i had been charged £2.18 (fair enought only a couple of quid)
anyhow i called P/N to try and sort it and i was told that the reason i had been charged was because i went over 59 minutes.....the guy did say he would refund me the money.... anyways to my point
when i signed up to talk mobile it was clearly stated to me (£6 FOR 1000 MINUTES) nothing els nothing said about 59 minute cut of yada yada.....
so why am i been charged if i go over 1 hour? i agreed to pay for 1000minutes not 59 minutes hang up and another 59minutes....
6 REPLIES 6
w23
Pro
Posts: 6,344
Thanks: 93
Fixes: 4
Registered: ‎08-01-2008

Re: Talk Mobile add-on

I completely understand a call length limit on free calls but I can't really understand putting a limit on call length where you have paid for a number of minutes (I don't think the mobile operators work that way).
As far as I can see, the Mobile 'add-on' is 100 minutes for £3/month: http://www.plus.net/home-broadband/tariffs/
Quote
UK Mobiles 100 inclusive minutes available for £3 per month (for packages taken on or after 8th May 2013)
 
But, if I paid for 1000 (or 100) minutes I'd expect to be able to make 1000 (or 100) calls of up to a minute each or a single call of up to 1000 (or 100) minutes (or anything in between).
That's just my opinion though.
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
warbleeder
Grafter
Posts: 447
Thanks: 2
Registered: ‎04-03-2010

Re: Talk Mobile add-on

i get 1000 minutes for £6 but im not happy that i get charged if i go over 59 minutes..... as
1. This WAS NOT explained to me when i agreed to the package
2. Im PAYING for the service anyway

like i said before fair enough its been refunded but as W23 said .... wether 1 call last for 1 minute or 1000minutes there should not be any surcharge for a package im paying for
BenTrimble
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,106
Registered: ‎06-02-2008

Re: Talk Mobile add-on

Hi, sorry if this wasn't explained, as Talk Mobile is a legacy product, we don't have an online tariff published for it. However, the rounding rules for the current product set is shown on our tariff guide and Talk Mobile is a clone of the legacy Talk Anytime product with the additional of inclusive minutes. As such, all other rates, rounding rules are copied from Talk Anytime.
warbleeder
Grafter
Posts: 447
Thanks: 2
Registered: ‎04-03-2010

Re: Talk Mobile add-on

hiya ben... theres one main problem tho....
after i signed up for 1000 mobile minutes my dad did too (as hes a PN customer)
he also was not told about the 59 minutes cut off (how many more poeple have not been)?
if its legacy package why is it still been offered if we phone and request it? isnt legacy suppose to mean no longer available?
BenTrimble
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,106
Registered: ‎06-02-2008

Re: Talk Mobile add-on

It's offered via COT as a retention option. I think that the 'calls are chargeable after 60 minutes' rule isn't always stated to customers because it's considered of lesser importance than the product price, contract length, etc. and as such is not mentioned as we don't want to overload customers with extra information when they are making a decision about whether or not to make a choice.
I'm sure you'll disagree with this assessment but hopefully you'll appreciate that the line has to be drawn somewhere and different customers will have different needs. As this is a standard feature across most (all?) telephone providers with a reasonable size customer base, I would have thought that a customer who is particularly conscious of this feature would probably ask about it over the phone or search for information (as is now present in this thread) online.
Hope this helps.
warbleeder
Grafter
Posts: 447
Thanks: 2
Registered: ‎04-03-2010

Re: Talk Mobile add-on

thats fine and i do understand ben......
i just think that its only fair that the customer shouldbe made aware of such things ....because untill today i  thought it was just 1000 minutes .... without any catches
maybe make this a sticky for others to see?