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Mistake on bill

wivenhoe6
Grafter
Posts: 51
Thanks: 3
Registered: ‎26-05-2015

Mistake on bill

Hi, 

 

There appears to be a mistake on my mobile bill for this month.  I usually pay £6 per month but have been charged £12.  I have not used more data or texts than usual and wasn't given an email/text alert indicating this. 

 

Please could someone from the Plusnet team assist. 

 

Many thanks. 

14 REPLIES 14
MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: Mistake on bill

Sorry to hear this, @wivenhoe6 


Can you confirm if this is in regards to the mobile number ending 454 or 551? 

 

Thanks, 

MoR

wivenhoe6
Grafter
Posts: 51
Thanks: 3
Registered: ‎26-05-2015

Re: Mistake on bill

Thanks for getting back to me.  I had meant to say £11 instead of £12 on my previous post. 

 

It's for the number ending in 454. 

 

Many thanks 

MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: Mistake on bill

@wivenhoe6 - I am unable to see this on your account at all? 

 

As far as I can see there are no extra charges on your account and most recent invoice. 

 

Can you tell me where you are noticing this extra charge? 

 

Thanks, 

MoR

 

wivenhoe6
Grafter
Posts: 51
Thanks: 3
Registered: ‎26-05-2015

Re: Mistake on bill

I'm sorry, it's the number ending 551 & the charge is £11.39. I received an email yesterday in the early hours.

MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: Mistake on bill

@wivenhoe6 - looking at the invoice in question there appears to have been multiple MMS messages sent over the last billing period. 

 

The charge for these MMS messages are 33p per time. 

 

Should you wish to know more about these (as I can not provide you with account specific info on the forums) I'd suggest calling 500 from your Plusnet SIM and asking them to provide you with the numbers, dates and times these have been sent so you can cross reference against your phone logs. 

 

Thanks, 

MoR

 

 

wivenhoe6
Grafter
Posts: 51
Thanks: 3
Registered: ‎26-05-2015

Re: Mistake on bill

Thank you I understand. It's my mum's mobile number, I will once again try and explain the difference between sending a free email and a MMS meesage. Roll_eyes

 

Is there a way that I can place a price cap so that they can't be sent?

 

Thanks again for your help.

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 15,963
Thanks: 629
Fixes: 176
Registered: ‎27-04-2007

Re: Mistake on bill

Hi there, 

 

Yes we can set a smart cap limit to the account. Let us know if you'd like us to put that in place and what you'd like it set to. 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
wivenhoe6
Grafter
Posts: 51
Thanks: 3
Registered: ‎26-05-2015

Re: Mistake on bill

Thank you.

 

Could you please set a limit for both accounts/mobile numbers so that no extra charges can be made.

 

One account should be £5 per month & the other £6 per month.

 

Many thanks.

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 15,963
Thanks: 629
Fixes: 176
Registered: ‎27-04-2007

Re: Mistake on bill

Sure, can you PM me to let me know which limit you'd like to have set against each account please? 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
wivenhoe6
Grafter
Posts: 51
Thanks: 3
Registered: ‎26-05-2015

Re: Mistake on bill

Thanks Adam, I have sent you the PM. Smiley

HarryB
Plusnet Help Team
Plusnet Help Team
Posts: 5,191
Thanks: 1,447
Fixes: 255
Registered: ‎25-03-2015

Re: Mistake on bill

Thanks for sending that over to Adam.

 

Before making the smart cap changes, I've sent some DPA questions via PM.

If you could respond to my PM confirming the requested details, I'll aim to get the smart cap(s) updated as soon as possible for you.

 

Thanks.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional
wivenhoe6
Grafter
Posts: 51
Thanks: 3
Registered: ‎26-05-2015

Re: Mistake on bill

Thanks Harry, I've sent you a PM with the data that you requested.

MisterW
Superuser
Superuser
Posts: 11,163
Thanks: 3,438
Fixes: 260
Registered: ‎30-07-2007

Re: Mistake on bill

@wivenhoe6 @HarryB

I thought you could change the Smart cap yourself now from the Account login

https://community.plus.net/t5/Mobile/Smart-Cap-Self-Serve-Changes/m-p/1575705

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.

HarryB
Plusnet Help Team
Plusnet Help Team
Posts: 5,191
Thanks: 1,447
Fixes: 255
Registered: ‎25-03-2015

Re: Mistake on bill

Thanks @wivenhoe6, I've replied via the PM and updated that accordingly for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional