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Unfair call Charges !

cozmoss
Dabbler
Posts: 12
Registered: 29-10-2010

Unfair call Charges !

Angry I have been with plusnet for about a week;  I paid £49.99 for a bt chap to switch my line and my phone was on for about 12 hours then
the line died. A call to plusnet and a chap asssured me the fault would be put right within 48 hours and in the meantime, he would put
call divert to my contrcat mobile phone. I was also assured I would not be charged for the divert.
In a matter of just days, I have incurred charges for every single incoming call via divert !  Angry (Not a good start with a new Isp) all I seem  to
be doing is paying them money and my broadband hasnt gone live yet !
I am sorry I joined this company and wish I could turn back the clock, I am not on a contract but the money ive paid wouldnt justify leaving.
I dont know if plusnet people even read these posts but, if you do, Remove the call divert and credit me the continuous charges I am
getting everytime someone calls my home!
A Very Angry  New Customer
10 REPLIES
pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: Unfair call Charges !

Where are you being Billed, as you wont have had a phone bill yet
cozmoss
Dabbler
Posts: 12
Registered: 29-10-2010

Re: Unfair call Charges !

I have kept a very close eye on  phone usage on my accounts page;
and rang them
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: Unfair call Charges !

Cozmoss,
I'm sorry to hear about these issues, I'm going to look into this now and will come back to you on the other thread:
http://community.plus.net/forum/index.php/topic,90173.0.html
Joey, is the fault resolved or would you like me to look at this again?
Adam,
jim:green Post moved here for record purposes mod:end
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: Unfair call Charges !

First, just to clarity I'll keep my responses to this thread
It looks like your fault may be resolved which means call divert should now been removed.
When we add call divert for a fault like this it is chargeable and as such the customer support agents here should have advised you of that so please accept our apologies. We will refund you but we need to wait for the current pending payment to clear first, please bear with us and I'll notify you of the amount and when this should clear by when this has happened.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
itsme
Grafter
Posts: 5,924
Thanks: 1
Registered: 07-04-2007

Re: Unfair call Charges !

So PN charge but BT does not. Another reason to stay with BT.
Mattz0r
Rising Star
Posts: 620
Fixes: 1
Registered: 21-07-2010

Re: Unfair call Charges !

It's free to have the call divert, but you would be charged for the diverted part of the call. It would be like you phoning a mobile phone.
Matt.

P.S. I used to work at BT, and it was the same process.
Community Veteran
Posts: 26,686
Thanks: 910
Fixes: 10
Registered: 10-04-2007

Re: Unfair call Charges !

When I've had problems with my telephone the calls have been diverted to my mobile and I have NOT had to pay any call charges.
That's why my phone rental is still with BT and I would NEVER consider moving it to PN even if it would save me money.
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 (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: Unfair call Charges !

jelv,
Quote
I When I've had problems with my telephone the calls have been diverted to my mobile and I have NOT had to pay any call charges.

I can't see how as it is done at cost, it sounds in this instance that the may have forgotten to inform the customer.
I completely agree that in the event of a fault this should be done for free.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 26,686
Thanks: 910
Fixes: 10
Registered: 10-04-2007

Re: Unfair call Charges !

You've confused me. I thought we were only talking about diversion when a fault was preventing a user receiving incoming calls.
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 (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: Unfair call Charges !

Sorry Jelv, severe misread, your obviously with BT for calls.
I'll keep pushing back to see if we can offer this for free with PN.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team