Tickets Vs Calls To Report A Charging Issue

[#1]

Can anyone at Plusnet elaborate as to why the old ticket system no longer exists? We are now having to spend 20 minutes for a call response from support, when a ticket could be looked at dealt with anytime by Plusnet support. I tried to report an overcharge for 2 days and am tired of trying to get through.

A question for the billing dept:-

I have been with Plusnet for 15 years and my latest contract started 27-02/2019. I am paying for "Unlimited fibre extra" &  "Unlimited UK & Mobile Calls".

I checked my latest bill (23/05) and I have been charged £2.84 for a call I made landline to landline. I thought this was covered under  "Unlimited UK & Mobile Calls". 

To make matters worse the number I rang is a fellow Plusnet customer I recommended several years ago and get a £1.25 monthy referral discount!  I though customer to customer calls were free.

So on 2 accounts I thought the call should be free.

Can you please explain why I have been charged?

[#2]

@mikeshaw Like all calls on 'unlimited' tariffs, they are limited to 60 minutes max, after which time they are charged at the somewhat steep p/minute rate.

You didn't go over the 60 minutes, did you?

Customer to customer calls are subject (now) to the same rules as other calls - I think there was a time when the 60 minute rule didn't apply

[#3]

@mikeshaw Good luck getting a sensible answer regarding your first point about the defunct ticketing system which was one of the plus points about this ISP.

Regarding your second point, there have recently been numerous posts about charges for calls that seem to be covered by an extant call plan. Many have clearly been errors on Plusnet's part but some have been legitimate charges, the most common appearing to be call duration being more than 60 minutes which is applicable even for Plusnet customerto Plusnet customer calls. I assume your charge is not explained by that.

[#4]

Thanks very much guys for answering my question.

I was chatting to an 80 year old friend who has been isolated for months now. I confess I did go over the hour catching up on news with him, so I suppose it serves me right if I went over the limit. The name "unlimited" is obviously not true.

Maybe a senior moment on my part, but I did not know about the 60 minute limit and it would be very rare for me to ever make a call that long. The cost of friendship, eh?

[#5]

@mikeshaw Re the ticket system - it's still used, it's just that we can't raise one.

It was ceased a few years ago, despite vociferous protests on this forum, but Plusnet refused to budge.

Same with Live Chat, which we lost earlier this year.  😿

[#6]

@mikeshaw 'Unlimited' is a bit of a misnomer, admittedly, but the 60 minute limit is in the T&C's - yes I know they don't always get read.😉

[#7]

I liked the ticket system because it was more private and I could paste in details. We don't always need an immediate response.

I liked LIve Chat because I could prepare what I want to say and copy and paste in details and numbers.

I hate phone calls because I have better things to do than waste 20 mins to get answered, and I can't prepare and paste details.  

Plusnet are supposed to have an excellent customer service but they certainly don't give us the support we really want (in a reporting method).

[#8]

Good afternoon Mike

Thank you for contacting us, I have raised a ticket on your member centre and you can view this HERE.

If you have any further questions please do not hesitate to contact us further.

Jo

[#9]

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@mikeshaw wrote:

I liked the ticket system because it was more private and I could paste in details. We don't always need an immediate response.

I liked LIve Chat because I could prepare what I want to say and copy and paste in details and numbers.

I hate phone calls because I have better things to do than waste 20 mins to get answered, and I can't prepare and paste details.  

Exactly the arguments every member and his dog have been making persistently on these forums, while Plusnet have persistently refused to budge.  😿