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Charged For Static IP Setup - Should Have Been Free

DerekW
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Registered: ‎19-04-2022

Charged For Static IP Setup - Should Have Been Free

Hi,

Hope someone from the Plusnet team can assist me with a billing issue.

I added a static IP to my account and at the time of set up the web page said you were offering this free until 30/8/23

I set up my static IP before this date in order to take advantage of the free setup offer yet I see on my bill you have charged me the £5

 

I notice conveniently the date listed for the charge is 30/8/23 - I had however applied for the static IP before that date

ipCapture.JPG

"No one has ever become poor by giving" - Anne Frank
24 REPLIES 24
RealAleMadrid
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Re: Charged For Static IP Setup - Should Have Been Free

@DerekW  Could the wording mean that it's free until the 30th August then you are charged £5? It is unclear and prone to mis- interpretation. Or it could just be a website error, there are plenty of them on this site. As far I  know the Static IP has been a one off £5 charge for many years, which is very reasonable. Some providers charge £5 or more a month for a Static address.

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

That's now how I read it.

It would be pointless offering free set up in the first place if that were the case

There is normally a one off £5 set up fee, when I applied for my static IP it was free to set up, as in no charge.

Whether it is a good price or not is neither here nor there and not the point, you do not offer something for free and then charge the person regardless

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.
"No one has ever become poor by giving" - Anne Frank
willcutforth
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Re: Charged For Static IP Setup - Should Have Been Free

Hey there @DerekW the Static IP has never been free, it's always (for as long as I have been here) been £5 one off charge. Maybe the wording needs changing though.

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 Will Cutforth
 Plusnet Help Team
MisterW
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Registered: ‎30-07-2007

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

Maybe the wording needs changing though

Is the wording suggesting that there is no charge UNTIL the next billing date, perhaps ?

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.

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

@willcutforth 

Sorry but that is not acceptable

There must have been an offer at some point

The wording is very clear in my view

Sign up for FREE for a static IP by 30 September 2023, after that date the £5 activation charge will apply again.

I took that offer at face value and as such it should be honoured (never mind the legal aspect)

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

@MisterW 

The wording is clear in my view

Sign up for FREE for a static IP by 30 September 2023, after that date the £5 activation charge will apply again.

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

@MisterW that's exactly what I was thinking. Free until XX/XX/XXXX date but as soon as it hits *specific date* then it's charged the £5. When is your bill date @DerekW ?

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 Will Cutforth
 Plusnet Help Team
MisterW
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Registered: ‎30-07-2007

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

Yes, its an odd date to use otherwise. Why would it be until 30/8 and not 31/08 ?

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.

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

I've checked both mine and SWMBO's account and nothing makes sense. We both have static IP's but here are the screen shots;

 

The first is SWMBO:

Screenshot 2023-09-13 170740.jpg

Screenshot 2023-09-13 170911.jpgThe 5/12/23 doesn't tie in with her billing period which is 23rd of the month.

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

When did you get yours @Mav ?

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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 

My bill date is 13th September, payment will be taken on 20th September

To be clear

 

There is normally a one off activation fee of £5 for a static IP

When I looked at the add on section I noticed that the charge for activation of a static IP was free up until 30/8/23

Now you can all run round second guessing all you like, the fact remains whilst in my account there was an offer of free activation of a static IP, I took up that offer and I would like it honouring

"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


@willcutforth wrote:

When did you get yours @Mav ?


I have had a static IP as long as I can remember - probably before 2010.

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

@DerekW Nobody is saying you're wrong we are just trying to figure out what has happened and why the website has said this which is why I have been asking @Mav and @MisterW 

 

I have credited it against your next bill as a gesture of goodwill

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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 

With all due respect I do not want you to give me a credit on my next bill.

I do not want you to take the £5 in the first place

Someone in the billing department needs to make some adjustments to make sure that £5 is not taken

And please, I would be most grateful if you did not use the "gesture of goodwill" line with me, Plusnet have a legal obligation here, there is no "Gesture of goodwill" about it.

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