Plusnet Protect

[#1]

Quick question please re Plusnet protect. 
Is the EU automatically billed £2 pm even though they didnt download it, havent used it,  nor were aware of the charge for this?

[#2]

To clarify.  Does the EU have to specifically opt out of this, or they will automatically be billed.... even if they werent aware of the service.  
Ive just gone through all the EU's tickets and I cant see anything where it makes it clear to them they they need to opt out of Plusnet Protect.  
The only reason its come to light now is because they queried their bill with me and how much they are paying.

[#3]

AFAIK it's an 'opt-in', you need to select it from the Add-on tab in the Member Centre.

[#4]

Plusnet Protect is an optional add-on that (where applicable) should be charged only if selected in the add-ons menu. It isn't downloaded and installed by default.
On Extra and Unlimited it is a free option (but still has to be selected). Just wondered if the EU had downgraded from one of these account types to an account type (Value or Essentials) where it is charged.

[#5]

hmmmmmmm    Just looked at their account (which is Unlimited! )
Yet when I go to the add one section this is what I see

Quote

Free till 30-03-2013 then £2.00  a month

afaik theyve never touched this, yet they are being billed £2 for it this month.
See screen caps

[#6]

Seen that before - it is a system glitch that needs sorting

[#7]

Thanks....  but oh great :rolls eyes:    
PN wont speak to me any more due to some new DPA thingy coming in this month and I dont think my voice is quite deep enough to pretend to be an 80y/o guy.... nor do I want to confuse him by getting him to do it.
Any of the CS reps want to pick this up for me please if I PM the username?
dick:quote

[#8]

Just as a check - this is what mine says and I am on unlimited

[#9]

Cheers jim
Just looked on the bill and yes it is being charged

Quote

1 Plusnet Protect (3 months free) charge 08/04/2013 07/05/2013 £2.00

[#10]

Now the invoice has been raised that amount will be taken on the DD, but refunded later.
It's free in any case on Unlimited. However as in the options image Oldjim posted I (on Unlimited) also have both the charged and free options listed.

[#11]

Hi kitz,
Happy to take the PM with the username, sorry about the late reply. Alternatively just drop a ticket ID into this thread and I'll pick it up from there.

[#12]

Cheers matt.  You have a PM

[#13]

No worries, that should be sorted now? Please let me know

[#14]

Thank you vm matt