cancel
Showing results for 
Search instead for 
Did you mean: 

Charged For Plusnet Landline to Plusnet landline

wryneck
Interested
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?

6 REPLIES 6
MisterW
Superuser
Superuser
Posts: 11,392
Thanks: 3,564
Fixes: 272
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

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,902
Thanks: 9,440
Fixes: 1,511
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.
From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team
wryneck
Interested
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.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,902
Thanks: 9,440
Fixes: 1,511
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.
From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,902
Thanks: 9,440
Fixes: 1,511
Registered: ‎21-04-2017

Re: Charged For Plusnet Landline to Plusnet landline

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. Smiley

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,902
Thanks: 9,440
Fixes: 1,511
Registered: ‎21-04-2017

Re: Charged For Plusnet Landline to Plusnet landline

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

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team