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Two months usage instead of one - Problem unfixed after over two weeks

pvy2712
Grafter
Posts: 31
Registered: 24-02-2010

Two months usage instead of one - Problem unfixed after over two weeks

I noticed my usage was going from the 2nd of April to the 23rd of May around the start of may (which is two months of usage rather than one). I queried this and was told it was fine and would reset on the 3rd of May.
Come the 3rd of May no reset. It continued to track usage without resetting. I again queried this and was told "Yes there is a problem we're looking into it" Ok... fine. Plusnet has been good with me so far i'll wait.
Constant updates saying "We cant fix the problem its with our developers" and after two weeks im fed up. Why is this not being fixed and why is it so hard to fix? My bandwidth is currently being limited because i've reached my price limit. I am not overy impressed by the customer service.
Why is this issue not being resolved?
9 REPLIES
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Two months usage instead of one - Problem unfixed after over two weeks

You are not receiving the service you've paid for - make sure you get some sort of refund.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
pvy2712
Grafter
Posts: 31
Registered: 24-02-2010

Re: Two months usage instead of one - Problem unfixed after over two weeks

Almost another week gone by and still no response from Plusnet, no more notifications of looking into it either. And no response to the question i updated.
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Re: Two months usage instead of one - Problem unfixed after over two weeks

Hi there,
I'm trying to get this sorted for you now.
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Two months usage instead of one - Problem unfixed after over two weeks

Sad that it took a post like this to get someone trying to sort this out.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Re: Two months usage instead of one - Problem unfixed after over two weeks

Frankly it didn't.
I didn't see that post until you've just linked to it.
I've been talking to our dev team about this since about 4pm, but it seems it's not as simple as just resetting the usage (because of the cause of the problem).
I appreciate your feelings on our advertising and support issues, but this issue wasn't caused because we're running an advert.
pvy2712
Grafter
Posts: 31
Registered: 24-02-2010

Re: Two months usage instead of one - Problem unfixed after over two weeks

It was a shame it took so long to get this problem sorted however i do realise that sometimes its very hard to locate the source of an issue especially when it effects only a few people in very particular circumstances.
However Plusnet called me earlier and explained what the problem was and while the problem is not "fixable" right away it will be sorted once my usage resets, and until then they have given me additional usage which means im no longer limited for the rest of the month. Which is what i was mostly concerned about.
Thank you very much for looking into this Mand.  Smiley
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Re: Two months usage instead of one - Problem unfixed after over two weeks

No problem, I'm glad we could get something sorted for you.
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Two months usage instead of one - Problem unfixed after over two weeks

Have they given you any compensation for the period you were on sub-standard speeds?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
pvy2712
Grafter
Posts: 31
Registered: 24-02-2010

Re: Two months usage instead of one - Problem unfixed after over two weeks

Yes and to my satisfaction.