Charged For Plusnet Landline to Plusnet landline

[#1]

Hi, Was charged in Novembers bill for ringing one and only Plusnet landline number. Have never gone over the 1 hour limit and being told on chat that it is weekends only? Had a open question since 30th Nov and been on phone and chat and nothing resolved. Promised a call back and said sent to Bills department and now told weekends only are free. Is this correct?

[#2]

@wryneck  the information you have been given is ( to put it mildly! ) rubbish

The price guide in the t & c here https://www.plus.net/help/legal/plusnet-price-guide-for-residential-products/#phone-price-guide clearly states that calls to other Plusnet customers are free at all times

[#3]

Hi @wryneck thanks for getting in touch with us via our community forums.

I'm sorry to see you've been charged for calling another Plusnet landline number from your Plusnet landline. While I can't go into detail regarding the issue as this relates to another account, I've fixed the problem moving forward.

I've also refunded the call charges you've incurred and added more detail on your support ticket Here.

Apologies for the experience you've had. Let us know if there's anything else you'd need help with.

[#4]

Hi, Thanks for the response. I have rung the other plusnet landline just once since your reply and unfortunately I am still being charged for this call on Decembers bill. It was only around 10 minutes long and its the only Plusnet landline I phone too.

Hope you can help resolve this problem soon. Thanks.

[#5]

Thanks for getting back to me @wryneck 

I'm sorry to see you've been charged for calls to another Plusnet landline again. I've discussed this with a colleague from our billing team and I'm afraid it's not going to be an easy fix. 

In the meantime, I'm going to check back a few days before each bill we generate for you to add a credit on to your account to cover any calls to this number under 1 hour which are showing as chargeable.

Apologies for the inconvenience caused.

[#6]

Hi @wryneck 

It's been a while! But I thought I'd follow up as I've finally been able to close the ticket 196649294 I was monitoring on your account as it looks like we've fixed this issue for you and you're now charged correctly for the calls you're making. 

Let me know if there's ever anything else you'd need help with.

[#7]

Hi @wryneck 

It turns out this thread was locked due to how long it’s been, and I didn’t realise that when I replied. I forgot about my forum staffer privileges. One of the mods have kindly unlocked this now so you can reply if you want to. 

Cheers