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Referrals and service

BB
Grafter
Posts: 39
Registered: 19-02-2011

Referrals and service

I have not been credited my referral payments for 2 months now.

When I ring nobody answers-- very poor customer service.

If they do ever answer ( very occasionally) I get fobbed off.

This has never happened before and I was always paid on time.

I have been a PN member for many years, but now I will have to reconsider when my contract ends

 

 

10 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 6,234
Thanks: 1,680
Fixes: 321
Registered: 21-04-2017

Re: Referrals and service

I'm looking into this for you now.

 

EDIT: @BB Thanks for your patience.

I'll admit, I'm not entirely sure why your referral credits aren't being applied to your invoices.

So I've pointed the ticket on your account to our billing team to further investigate the problem as they should know more than I do in these matters.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
BB
Grafter
Posts: 39
Registered: 19-02-2011

Re: Referrals and service

I got a reply from PN who said that because of discounts I would not get it until November perhaps

This cannot be right. If I refer people I should get automatically what is due to me without doubt.

I got no response regarding poor customer service.

I will definitely be going elsewhere when contract ends.

Plusnet Help Team
Plusnet Help Team
Posts: 4,120
Thanks: 813
Fixes: 173
Registered: 25-03-2015

Re: Referrals and service

Apologies that this wasn't explained clearly initially.

 

referral credits only apply against the broadband cost of your package. If you have a discount against your broadband that means the cost of the broadband side of the bill is less than the referrals, the credits would be accrued on the account and then sent out via cheque or direct debit refund, once the amount to £5.

 

Hypothetically, if your broadband package cost £14.99 and you had discounts of £13.99 making the cost £1, but each month were due £2 in referrals, these would simply be stored on the account until they totalled £5 or more and would then be sent out to you.

 

I hope this clears things up.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
BB
Grafter
Posts: 39
Registered: 19-02-2011

Re: Referrals and service

I got a reply from Help Assistant but inadvertently closed it. She said I never got referral discounts before but my bill quotes

'' Reduction of subscription charges by the referral scheme'' I always got my payments without all this aggro.

BB
Grafter
Posts: 39
Registered: 19-02-2011

Re: Referrals and service

I still have not had any referral payments for 3 months.

I used to get my £2 every month like clockwork.

This system needs sorting so that that payments are made automatically whatever the situation may be.

 

 

Superuser
Superuser
Posts: 11,054
Thanks: 2,405
Fixes: 21
Registered: 22-08-2007

Re: Referrals and service

Harry has explained this very well with just a small omission of detail...

The deduction on your BROADBAND service arsing arising from your referral values is very clear to see.  What is not so clear to see is the accumulation of the balance of the referral values which exceed the cost of the broadband service each month.

The accumulated balance is paid into your bank account when it exceeds £5.

For illustration in my situation after paying my broadband charges my referrals exceed the charges by £3.51 each month.  Each alternate month I receive a payment of £7.02 direct to my bank.

Does this help to illuminate your situation?

BB
Grafter
Posts: 39
Registered: 19-02-2011

Re: Referrals and service

Not sure what arsing has to do with this but,

I did receive my referral discount every month without any problem.

Does nobody understand that? Nothing has changed my end?

Plusnet Help Team
Plusnet Help Team
Posts: 6,234
Thanks: 1,680
Fixes: 321
Registered: 21-04-2017

Re: Referrals and service

It looks like ever since you've gotten two discounts on your invoices, your referral credit hasn't been applied to the invoice.

Instead, we'll send you a refund when the credits build up to £5.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
BB
Grafter
Posts: 39
Registered: 19-02-2011

Re: Referrals and service

Hurrah at last, somebody seems to know whats happening.

I will keep things crossed

Thanx

Plusnet Help Team
Plusnet Help Team
Posts: 6,234
Thanks: 1,680
Fixes: 321
Registered: 21-04-2017

Re: Referrals and service

No problems. At least we all know now a bit more how the referral system works.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team