Why am I charged for landline calls to Plusnet?

[#1]

I am new to Plusnet and have an unlimited calls package which is meant to allow free calls to Plusnet for help. I have been charged for three calls made about the time in December that we were first connected. I can't find any help about this on the Plusnet pages, so I have come here. At the moment the Plusnet chat help is not working and that leaves only their phone help available, but I don't want to run up further charges. Has anyone come across this issue?

[#2]

@JohnRB  I thought I'd seen this before , and I had https://community.plus.net/t5/My-Account-Billing/Charged-For-Plusnet-Landline-to-Plusnet-landline/m-...

Seems to be an account specifuc issue in that case. Probably best to either call the support centre  0800 432 0200 ( it's a freephone and therefore shouldn't be charged ) or wait for one of the PN staff to pick this thread up

[#3]

Thanks, MisterW.

If any Plusnet staff can help me without my being subject to long waits on your phone lines I'd be grateful.

[#4]

Thanks for getting in touch @JohnRB

As this concerns account sensitive information I can't go into detail via our forums but I've raised a ticket on your account regarding this which you can view by going here

Let us know once you've responded.

[#5]

Matthew, thanks for your reply and the email I have received. I don't know the defference between refund and credit.  Either one seems OK to me. Another issue is that I am getting about 18Mb/s download and was expecting twice that. I am using wifi connection between router and pc, and I am going to try moving the router a few feet here and there to see if it helps. I'll post here again in a day or so.

[#6]

---

@JohnRB wrote:

Another issue is that I am getting about 18Mb/s download and was expecting twice that.

---

Welcome to the forums.  😊

There are some very helpful customers and staff who will be happy to help with that, but it will get better visibility in a new topic on the Fibre Broadband board.

[#7]

Thanks for getting back to me @JohnRB

I've applied it as a credit to keep things simple and you should receive e-mail confirmation of this in the next couple of hours.

With regards to the speeds we've tested your line and we can see that the router is connected to the cabinet at a speed of 40Mbps which is the highest you can get for the product you've chosen.

Are you able to test a direct wired connection to the router to see if that performs any better? If you're not able to or if the wired speeds are fine I'd recommend going through the steps shown here

Let us know how you get on