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Charged For Plusnet Landline to Plusnet landline

wryneck
Newbie
Posts: 2
Registered: ‎16-12-2019

Charged For Plusnet Landline to Plusnet landline

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?

4 REPLIES 4
Superuser
Superuser
Posts: 7,890
Thanks: 1,593
Fixes: 100
Registered: ‎30-07-2007

Re: Charged For Plusnet Landline to Plusnet landline

@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

Plusnet Help Team
Plusnet Help Team
Posts: 15,652
Thanks: 4,845
Fixes: 807
Registered: ‎21-04-2017

Re: Charged For Plusnet Landline to Plusnet landline

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
wryneck
Newbie
Posts: 2
Registered: ‎16-12-2019

Re: Charged For Plusnet Landline to Plusnet landline

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.

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Plusnet Help Team
Plusnet Help Team
Posts: 15,652
Thanks: 4,845
Fixes: 807
Registered: ‎21-04-2017

Re: Charged For Plusnet Landline to Plusnet landline

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team