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Billing for FTTC trial participants

dusty_bin
Grafter
Posts: 138
Registered: 12-06-2007

Billing for FTTC trial participants

I am sure we were to continue on our existing plan indefinitely after the trial completed.  So why has my account suddenly been changed by PN from BBYW to Fibre unlimited along with an increase in my DD payment in January?
I believe this must be a mistake but thought I would check.
Can someone confirm my understanding?
5 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 4,063
Thanks: 772
Fixes: 168
Registered: 25-03-2015

Re: Billing for FTTC trial participants

I'm really sorry to see this has happened.
I've passed feedback on to my manager regarding this and responded to the ticket on your account.
I'll also be making sure to discuss this with my manager tomorrow to ensure the advisor who has done this corrects their mistakes Angry
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
dusty_bin
Grafter
Posts: 138
Registered: 12-06-2007

Re: Billing for FTTC trial participants

Thanks Harry.
Looks like they have more-or-less sorted out the account but my profile seems to have gone back to the state it was in when I first raised the ticket for low d/l speed.
I've updated the two tickets and waiting patiently for them to be picked up.
116661658 and 118224569.
dusty_bin
Grafter
Posts: 138
Registered: 12-06-2007

Re: Billing for FTTC trial participants

It seems I was wrong as the incuded allowance has not been reinstated on my account, although I was told it had been. No progress on the original speed issue either that has been going on for more than a month.
As the tickets haven't been picked up I tried to call but gave up after 20 minutes.
Any chance someone could escalate them
to get this resolved?
Plusnet Help Team
Plusnet Help Team
Posts: 4,063
Thanks: 772
Fixes: 168
Registered: 25-03-2015

Re: Billing for FTTC trial participants

Leave that with me and I'll have a look as soon as I can. Or at the very least make sure someone has a look today for you.
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
dusty_bin
Grafter
Posts: 138
Registered: 12-06-2007

Re: Billing for FTTC trial participants

Thanks Harry - I appreciate it.