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Mobile Data Usage

FIXED
tamulcahy
Dabbler
Posts: 12
Thanks: 1
Fixes: 1
Registered: 10-08-2015

Mobile Data Usage

Last month I received a warning, in good time, that I had used 80% of my data usage. Yesterday I switched to WiFi and thought I had switched off Mobile Data. I watched a news channel and fortunately immediately afterwards found that my Mobile Data was still on and I had used 100% of my data. Nine hours later I received the 80% warning followed immediately by the 100% warning and was charged for excess usage. My settings are such that if I have flaky WiFi I do not use Mobile Data. I have tried several times to contact Plusnet by phone and have been kept waiting for hours. Happily I kept my old phone number so it will be bye bye Plusnet mobile when I can get a phone connection.

10 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 544
Thanks: 102
Fixes: 23
Registered: 25-11-2016

Re: Mobile Data Usage

Hi tamulcahy!

Thanks for getting in touch with us!

When you're close to reaching your Smart Cap limit, we do send automatic texts informing you of 80% usage and then 100%. We do advise that if customers do not wish to use Mobile Data at times, to turn this off via the handset or if left on, disable any apps that may be running in the background that would use up some Data allowance.

I'm sorry to hear that your Data has been used quite quickly, we do receive all information directly from the SIM card and although we cannot see exactly what the Data has been used on, this provides us with the information of how much Data has been used and when. 

We certainly don't want to lose you as a customer tamulcahy, if there is anything that we can do to help, feel free to ask away and we'll do our best!

- Rebeka 

 Rebeka Preston
 Plusnet Help Team
Colin_Maybe
Pro
Posts: 397
Thanks: 79
Fixes: 8
Registered: 17-12-2016

Re: Mobile Data Usage

Surely you'll have exactly the same problem with any other supplier while paying more (perhaps for less data)?

tamulcahy
Dabbler
Posts: 12
Thanks: 1
Fixes: 1
Registered: 10-08-2015

Re: Mobile Data Usage

Thanks for that Rebeka. Last month I did receive the 80% text in good time. I repeat, yesterday I received the 80% warning nine hours after I had switched off the mobile data followed immediately by the 100% warning and an excess charge. Last month I received the 80% warning in good time and trusted that the this would happen again. If I had not noticed my mistake I could have run up a far greater bill. I know I can use an app to check the data usage but I trusted your timely warning. 

tamulcahy
Dabbler
Posts: 12
Thanks: 1
Fixes: 1
Registered: 10-08-2015

Re: Mobile Data Usage

Colin_Maybe. Not happened to me previously. Perhaps as an Aspiring Pro you should learn to read the post in full before replying. I was not complaining about charges  was complaining about timely warnings.

Plusnet Help Team
Plusnet Help Team
Posts: 544
Thanks: 102
Fixes: 23
Registered: 25-11-2016

Re: Mobile Data Usage

Hi tamulcahy!

We do have a cracking new feature called 'bundle notifications' which you can add to the account. With this, you can receive daily or weekly notifications advising you of how much of your allowance you have left!

If you would like me to add this to your account, feel free to send me a Private Message and I'll certainly look into this for you. 

- Rebeka Smiley

 Rebeka Preston
 Plusnet Help Team
tamulcahy
Dabbler
Posts: 12
Thanks: 1
Fixes: 1
Registered: 10-08-2015

Re: Mobile Data Usage

Thanks for that Rebeka. I can see how private messages work for some, but I would like to be able to phone the help desk to get advice. One of my issues in my original post was that the help line was not available yesterday nor today. You real need to solve this if you want to keep your high marks for customer service. The help desk for broadband was not a problem and I was directed to it via the help page here, however, when they redirected me to the mobile help desk I did not get through.

So for everybody even the ones who resort  to private messages

1. My complaint was for timely warnings.

2. The help desk response.

3. The excess charges I could have incurred if I had not noticed my data usage was 100%.

Many thanks to you all for your valued responses.

Plusnet Help Team
Plusnet Help Team
Posts: 544
Thanks: 102
Fixes: 23
Registered: 25-11-2016

Re: Mobile Data Usage

I do apologise tamulcahy, we have been experiencing a high volume of calls and we're working to answer queries as quickly as possible. 

I can see at the moment that there is no queue, if you call 500 now, I'm sure you'll be put through very quickly.

- Rebeka 

 Rebeka Preston
 Plusnet Help Team
tamulcahy
Dabbler
Posts: 12
Thanks: 1
Fixes: 1
Registered: 10-08-2015

Re: Mobile Data Usage

Rebeka! I think I missed that window of opportunity. Must have heard the full repertoire of music by now.

I'll try again Monday.

 

 

tamulcahy
Dabbler
Posts: 12
Thanks: 1
Fixes: 1
Registered: 10-08-2015

Re: Mobile Data Usage

Fix

So I attempted to contact Plusnet mobile via phone on Sunday and twice I was told someone would call me back. It never happened. On Monday I had no connection whatsoever. I decided in the end to try  chatting to someone. On Friday I had been directed to the phone help line by a chat agent so I didn't expect success. How wrong I was, the agent took my details and offered me a 30 day notice or an immediate PAC. The agent could not understand why this could not have happened on Friday. It would have saved so much time and I would not have had to resort to this forum

ChrisAtBristol
Rising Star
Posts: 68
Thanks: 18
Fixes: 2
Registered: 02-01-2017

Re: Mobile Data Usage

Could save a lot of us time if and when we see the “usage App” but I assume PN are STILL working on it, 7 months on.