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Charged For Static IP Setup - Should Have Been Free

willcutforth
Plusnet Help Team
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Registered: ‎27-11-2020

Re: Charged For Static IP Setup - Should Have Been Free

@DerekW we can't stop the payment from coming out now as it has been requested via DD so we would either have to credit it or refund it. Whilst I know it's frustrating that is the only way we can do it. It isn't the normal process and that is why I have called it a "Gesture of Good Will" even though the website stated that. 

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 Will Cutforth
 Plusnet Help Team
MisterW
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Re: Charged For Static IP Setup - Should Have Been Free

@willcutforth all of the accounts I have access to already have static IPs so there's no point in me checking those.

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.

willcutforth
Plusnet Help Team
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Re: Charged For Static IP Setup - Should Have Been Free

Thanks for letting me know @MisterW! I'm finishing in 5 mins so will raise the issue with the guys tomorrow anyway.

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 Will Cutforth
 Plusnet Help Team
DerekW
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Re: Charged For Static IP Setup - Should Have Been Free

@willcutforth 

A stop can be put on any bill/or payment that has not yet been taken.

 

It would just need someone with the right authority to do it.

I am formally asking that this bill be cancelled immediately and then re-issued minus the £5

"No one has ever become poor by giving" - Anne Frank
Mav
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Re: Charged For Static IP Setup - Should Have Been Free

@DerekW 

The only way to achieve what you want is to invoke the Direct Debit Guarantee.

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Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

DerekW
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Re: Charged For Static IP Setup - Should Have Been Free

@Mav 

Erm... No, incorrect

The direct debit guarantee would not apply in this case.

However as I have said above, Plusnet do have the power to put a stop on any bill/or payment that has not yet been taken

"No one has ever become poor by giving" - Anne Frank
Gandalf
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Re: Charged For Static IP Setup - Should Have Been Free

Just to confirm, we’re unable to amend a bill amount that is pending via direct debit, and we cannot re-issue a bill.

As a potential alternative, if you cancel the instruction, that should cause the payment to fail, then we could credit £5 from the balance, then you could pay the remaining by card and re-setup the instruction for future payments.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
DerekW
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Re: Charged For Static IP Setup - Should Have Been Free

@Gandalf 

That's way to much of a flaff

I was in a bad mood yesterday, so sorry to anyone if it seemed I was being rude to you.

Can we just have the £5 credit added to my Plusnet account please.


"No one has ever become poor by giving" - Anne Frank
ClaudiaG23
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Re: Charged For Static IP Setup - Should Have Been Free

@DerekW  I've added a ticket to your account with confirmation what I've done today for you. You can view this here https://www.plus.net/wizard/?p=view_question&id=236896828

 

 

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 Claudia Garner
 Plusnet Help Team
DerekW
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Re: Charged For Static IP Setup - Should Have Been Free

@ClaudiaG23 

Thank you very much

"No one has ever become poor by giving" - Anne Frank