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Why is it sooo difficult?

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DS
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Why is it sooo difficult?

Dear PN,

Rather than rant about the service failures that have been present since joining PN, I refer to ticket number 163229390, dated 30 November 2017

Dear Mrs S,

I have called Mr DS back today as promised to discuss the YouView issue that was discussed.

I have now confirmed with Mr DS  that there was no mention of the entertainment plus package being agreed on the call in question. Therefore I can now confirm that I have refunded Mr DS in full as this was added in error.

Refunded up until March 2017.

(my bold)

The above refers to the Youview Entertainment+ TV package (£3pm) that PN continued to bill us for and not the Youview+ Entertainment package (£5pm), the latter being the base product.

Therefore the Entertainment+ was found to be an unwanted product and as of November 2017 it was removed and credits applied to cover these extra unwanted costs, a credit of £25 and another for £2 (apparently £25 is the maximum your system permits) or was it.....

....Nope!!

It was only because February's bill had jumped up by around £15 that I checked to see why. PN have continued to bill us for Entertainment+ (since 2016) and the special discount offers have been removed.

So I call PN. Spoke to the first guy and I explained everything, to which he said he didn't have the TV training (not his fault) and transferred me to another employee. Having explained it all (again) to this guy, he too couldn't resolve this and transferred me to a third employee. After explaining it all (yet again) she agreed that Entertainment+ shouldn't be on the account and the discounts shouldn't have been removed either. She has sent details to whomever can sort this out and has credited the account accordingly.

But I have no confidence in PN sorting this out, as this shouldn't have happened anyway.

Can someone from PN please take ownership of the Entertainment+ issue and provide confirmation that the discounts removed on February's bill, that the last person I spoke to said they were reapplied, has now been fully resolved?

And whilst you're checking this, find out why Entertainment+ keeps being billed for, why the discounts were removed and if anything came about in regards to my upload speed still being below the minimum guaranteed speed.

TIA

 

 

 

32 REPLIES
Plusnet Help Team
Plusnet Help Team
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Re: Why is it sooo difficult?

Hi @DS

Thanks for getting in contact. I do apologise for the issues you have encountered. I have looked into this for you and can see the refunds have been processed for you and the discounts have now been applied. 

 

I am very sorry for the inconvenience this has caused. If you need any further assistance don't hesitate to get back in contact. 

Thanks 

 

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 Alice Baillie
 Plusnet Help Team
DS
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Re: Why is it sooo difficult?

Thanks for replying @abails0105,

But what steps are being taken to ensure Entertainment+ is removed from the account once and for all? The total of £27 credit applied relates to 9 months worth of PN charging for a service that wasn't needed. I was assured back in November that it was removed, but clearly it wasn't.

Also, why were the discounts removed - surely a customer shouldn't need to keep an eye on things like this, should they?

 

(as a side note, just in case future readers pick up on this - the low upload speed warranted an engineer visit. It was the PN statement that caused me not to pursue this - here if anyone wants to read it

 

Plusnet Help Team
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Re: Why is it sooo difficult?

Thanks for your reply @DS

 

I can see following on from a conversation you had with an agent over the phone they have sent your account off to the relevant department to ensure Entertainement+ is removed from the account and no further payments are taken for it. 

With regards to the referrals I can see an agent has recently updated ticket:168973173 on your account with details on your discounts. 

Once again I do apologise for the issues you have encountered and inconvenience this has caused.

Thanks 

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 Alice Baillie
 Plusnet Help Team
DS
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Re: Why is it sooo difficult?

Thanks for replying @abails0105 and sorry for the delay.

I really hope this works this time as this has already be done before*.

Yep, I'm aware of the email regarding the referral but thanks for looking at that part anyway.

 

*or so I was told. Holding off clicking this as solved until I see or hear that it's finally been removed.

Plusnet Help Team
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Re: Why is it sooo difficult?

No problems @DS

Please let us know how it goes.

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 Anoush Mortazavi
 Plusnet Help Team
DS
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Re: Why is it sooo difficult?

Please let us know how it goes.

 

I most certainly will.

But it's not looking good-

CSC - CS Escalations
10:56am, Thursday 22 Feb 2018

if you look back at ticket number 163230095 it states that the customer never asked for entertainment plus but still being charged i have given you a refund back but can this not be added again to the invoice

and

CSC Analyst
1:37pm, Thursday 1 Mar 2018
Unfortunately this is not something billing is able to action as this is in relation to Youview.

I can't see an option to remove the Entertainment Plus channel so I am unsure why they are still being billed for it.

It might be an option to raise a task to get it removed but I'm not sure which team this would need raising to.

(my bold)

edit or head hit @Gandalf

 

DS
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Re: Why is it sooo difficult?

For any readers-

CSC Analyst
11:20am, Friday 2 Mar 2018

Thanks for your recent inquiry about the billing on your account - I am sorry for the confusion over the inclusion of the Entertainment Plus package. We have investigated this for you and this should not be happening - we will check the account upon the generation of the next invoice for you just make sure.

INTERNAL
holding til 21st March to check components of next invoice


and

CSC Analyst
11:21am, Friday 2 Mar 2018

This Question is now on hold until Wednesday 21st March at 7:00am.

(my bold) And at the time of posting the above, I was not aware of the additional notes on the open ticket.


So it appears that this may be resolved, but only when the bill is generated (and the monetary value is set to be taken regardless - as in x has to be taken and y refunded rather than amending x to be correct) will we know for sure.....

 

DS
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Re: Why is it sooo difficult?

I can't believe this!!!!

Script User - Automated Script Pool
7:05am, Wednesday 21 Mar 2018

Question [ 168972597 ] is now off hold. Our Support Team will provide a further update soon.

(the above is from the open ticket)

STILL being charged.PNG

(the above is today's bill)

WHO can sort this if PN can't do it themselves?

 

 

DS
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Re: Why is it sooo difficult?

I know my previous post was time stamped at 09:54 this morning and yes ideally I should wait for input from community members or community staff, but having not received a community response thus far I decided to call.....

....having explained some of it to X, he wasn't trained in this side of things so he spoke to someone that is. He was going to try and add ent+ and then remove it until I said I believe this has been tried a few times already.

He said he'll speak to a manager and get back to me asap.

 

 

I'm so cheesed off with this right now. It truly is unbelievable

(read your CCoP too)

[-Censored-] me. about to post and SWMBO has just received 2 emails (exactly the same) saying you've added the ent+ channel pack!!!

Moderator's note by Mike (Mav): Avoidance of swear filter edited as per Forum rules.

Plusnet Help Team
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Re: Why is it sooo difficult?

Sorry to hear that.

Ideally we should've raised a task with an internal team to investigate why Entertainment+ is still on the back-end systems. I suspect we'll need to do that if adding and removing it from the front end systems doesn't work.

 

I'll raise a ticket to my teams workflow to monitor this.

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 Anoush Mortazavi
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DS
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Re: Why is it sooo difficult?

Thanks for replying @Gandalf

In no way shape or form aimed at you personally and correct me if I'm wrong, but I think we've been there at least once already. But that may be around (edit) Dec 16 to Feb 17.

 

Hope you or X can sort this

(I've just read the ticket you opened - 170998019. Thanks also for opening it. Shame PN have to take the money in total and then refund, but it is what it is)

Possibly link the above new ticket to 168972597.....?

(or, long post, link some if not most of these Wink)

2018-02-22 11:06:46 168973173 Closed Question View
2018-02-22 11:04:23 168973027 Closed Question View
2018-02-22 10:52:41 355344093 Service Notice View
2018-02-22 10:50:16 355343965 Service Notice View
2018-02-22 10:50:16 355343964 Service Notice View
2018-02-22 10:50:16 355343967 Service Notice View
2018-02-22 10:50:15 168972289 Closed Question View
2018-02-22 10:30:53 168970447 Closed Question View
2018-02-22 09:40:55 355326930 Service Notice View
2018-02-22 09:40:55 168957642 Closed Question View
2018-02-22 09:40:55 355326926 Service Notice View
2018-02-22 00:29:41 355268919 Service Notice View
2018-01-22 13:10:33 166771691 Closed Question View
2018-01-22 13:10:32 351183143 Service Notice View
2018-01-22 00:33:40 351103005 Service Notice View
2018-01-05 09:18:07 165495176 Closed Question View
2018-01-05 09:17:59 348864637 Service Notice View
2018-01-05 09:17:47 348864530 Service Notice View
2018-01-05 09:17:47 348864532 Service Notice View
2017-12-22 09:43:22 347245464 Service Notice View
2017-12-22 09:43:22 164698077 Closed Question View
2017-12-22 09:43:22 164698075 Closed Question View
2017-12-22 00:35:43 347189932 Service Notice View
2017-12-10 06:15:41 345632243 Service Notice View
2017-12-04 23:35:48 344902823 Service Notice View
2017-12-04 23:35:48 344902822 Service Notice View
2017-12-02 14:05:12 344646412 Service Notice View
2017-12-02 14:05:12 344646411 Service Notice View
2017-12-02 12:54:13 163369755 Closed Question View
2017-11-30 19:22:01 163230095 Closed Question View
2017-11-30 19:08:21 344357638 Service Notice View
2017-11-30 19:08:02 344357583 Service Notice View
2017-11-30 19:03:09 163229390 Closed Question View
2017-11-28 13:00:38 163058300 Closed Question View
2017-11-28 10:52:54 163019597 Closed Question View
2017-11-28 10:49:28 163019384 Closed Question View
2017-11-22 13:22:40 162615947 Closed Question View
2017-11-22 13:22:40 343087806 Service Notice View
2017-11-22 00:53:16 343013548 Service Notice View
2017-11-20 16:42:02 342825387 Service Notice View
2017-10-22 08:04:45 160395262 Closed Question View
2017-10-22 08:04:45 338825764 Service Notice View
2017-10-22 00:45:54 338784321 Service Notice View
2017-09-22 07:54:00 334884606 Service Notice View
2017-09-22 07:54:00 158350600 Closed Question View
2017-09-22 00:57:16 334838923 Service Notice View
2017-09-01 13:23:14 156954718 Closed Question View
2017-09-01 13:23:07 332179205 Service Notice View
2017-09-01 13:22:57 332179198 Service Notice View
2017-09-01 13:22:57 332179197 Service Notice View
2017-08-22 08:05:03 156293569 Closed Question View
2017-08-22 08:05:02 156293567 Closed Question View
2017-08-22 08:05:02 330838793 Service Notice View
2017-08-22 00:42:09 330789655 Service Notice View
2017-07-22 07:25:51 154200005 Closed Question View
2017-07-22 07:25:51 326804876 Service Notice View
2017-07-22 00:41:17 326762663 Service Notice View
2017-06-22 11:53:22 152177094 Closed Question View
2017-06-22 11:53:21 322994664 Service Notice View
2017-06-22 00:41:08 322934106 Service Notice View
2017-05-22 09:35:12 318905797 Service Notice View
2017-05-22 09:35:12 150172332 Closed Question View
2017-05-22 00:40:06 318853202 Service Notice View
2017-05-22 00:00:00 319062719 Service Notice View
2017-04-22 09:45:17 148344542 Closed Question View
2017-04-22 09:45:17 314219204 Service Notice View
2017-04-22 00:42:39 314175637 Service Notice View
2017-03-31 06:17:12 311639116 Service Notice View
2017-03-28 11:33:12 146860559 Closed Question View
2017-03-28 11:21:22 146860050 Closed Question View
2017-03-28 11:19:18 146859949 Closed Question View
2017-03-24 09:10:05 146611743 Closed Question View
2017-03-22 09:26:33 310624998 Service Notice View
2017-03-22 09:26:33 146505895 Closed Question View
2017-03-22 00:40:52 310570737 Service Notice View
2017-03-13 15:42:49 145944190 Closed Question View
2017-03-13 13:26:06 309504228 Service Notice View
2017-03-13 13:11:19 309503550 Service Notice View
2017-03-13 13:11:18 309503548 Service Notice View
2017-03-06 12:34:06 145455244 Closed Question View
2017-03-06 12:33:59 145455229 Closed Question View
2017-03-06 12:33:35 145455194 Closed Question View
2017-03-06 12:33:35 145455193 Closed Question View
2017-03-06 12:28:33 308614897 Service Notice View
2017-03-06 12:28:29 308614896 Service Notice View
2017-03-06 12:28:24 308614890 Service Notice View
2017-02-28 10:35:38 144968703 Closed Question View
2017-02-27 06:45:50 307516790 Service Notice View
2017-02-22 11:44:58 306982393 Service Notice View
2017-02-22 11:43:59 306982364 Service Notice View
2017-02-22 10:39:57 306977595 Service Notice View
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2017-02-19 04:10:08 306549987 Service Notice View
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2017-02-18 19:30:00 306509567 Service Notice View
2017-02-15 04:06:39 306035195 Service Notice View
2017-02-15 04:06:39 306035196 Service Notice View
2017-02-10 14:42:45 143730265 Closed Question View
2017-02-09 23:50:33 305399005 Service Notice View
2017-02-09 23:50:33 305399004 Service Notice View
2017-02-09 08:05:56 305342442 Service Notice View
2017-02-08 19:40:32 305254244 Service Notice View
2017-02-08 19:40:32 305254243 Service Notice View
2017-02-08 19:40:32 305254246 Service Notice View
2017-02-08 19:40:31 143588939 Closed Question View
2017-02-08 19:35:53 143588772 Closed Question View
2017-02-08 19:34:54 305253990 Service Notice View
2017-02-08 19:34:54 305253992 Service Notice View
2017-02-08 19:34:54 305253991 Service Notice View
2017-02-08 19:30:53 305253876 Service Notice View
2017-02-08 19:30:52 305253875 Service Notice View
2017-02-08 19:30:51 305253873 Service Notice View
2017-02-08 11:40:57 305226929 Service Notice View
2017-02-08 11:40:56 305226928 Service Notice View
2017-02-02 00:05:28 143111189 Closed Question View
2017-02-01 10:51:33 304296636 Service Notice View
2017-02-01 10:51:32 143033946 Closed Question View
2017-02-01 10:50:20 304296040 Service Notice View
2017-02-01 10:50:20 304296034 Service Notice View
2017-02-01 10:49:30 304295616 Service Notice View
2017-01-24 02:09:30 303277542 Service Notice View
2017-01-22 07:02:38 142404866 Closed Question View
2017-01-22 07:02:38 303086804 Service Notice View
2017-01-22 00:44:04 303047202 Service Notice View
2017-01-18 13:41:55 302620697 Service Notice View
2017-01-16 15:45:34 302357582 Service Notice View
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2017-01-16 15:45:34 302357580 Service Notice View
2017-01-16 15:45:33 141996100 Closed Question View
2017-01-16 15:44:02 302357533 Service Notice View
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2017-01-16 15:43:43 302357514 Service Notice View
2017-01-06 06:18:40 301087707 Service Notice View
2017-01-05 07:01:14 300954846 Service Notice View
2017-01-03 20:36:37 141143636 Closed Question View
2017-01-03 19:56:30 141142883 Closed Question View
2017-01-03 19:22:52 141141927 Closed Question View
2017-01-03 19:12:04 141141676 Closed Question View
2017-01-03 16:53:54 141137075 Closed Question View
2017-01-03 16:34:19 141136223 Closed Question View
2017-01-03 13:00:34 141088333 Closed Question View
2017-01-02 16:59:24 141069651 Closed Question View
2017-01-02 16:57:42 141069629 Closed Question View
2017-01-02 16:30:17 300655326 Service Notice View
2017-01-02 16:30:17 141069047 Closed Question View
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2017-01-02 16:28:07 300655253 Service Notice View
2017-01-02 16:21:23 141068863 Closed Question View
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2017-01-02 16:21:05 300654792 Service Notice View
2017-01-02 16:21:04 300654790 Service Notice View
2017-01-02 16:21:03 300654788 Service Notice View
2017-01-02 14:38:06 300651292 Service Notice View
2017-01-02 14:38:06 141066630 Closed Question View
2017-01-02 14:29:31 141066403 Closed Question View
2017-01-01 21:53:28 141024088 Closed Question View
2017-01-01 21:53:13 141024085 Closed Question View
2016-12-22 11:52:12 140547538 Closed Question View
2016-12-22 09:35:07 299526770 Service Notice View
2016-12-22 09:35:07 140540092 Closed Question View
2016-12-22 09:34:57 299526765 Service Notice View
2016-12-22 09:34:55 140540089 Closed Question View
2016-12-22 09:34:55 299526763 Service Notice View
2016-12-22 09:34:55 140540086 Closed Question View
2016-12-22 08:34:30 299507710 Service Notice View
2016-12-22 08:33:28 299507081 Service Notice View
2016-12-22 08:33:27 299507070 Service Notice View
2016-12-22 00:03:50 299441892 Service Notice View
2016-12-22 00:03:50 299441891 Service Notice View
2016-12-21 23:56:36 299441445 Service Notice View
2016-12-21 23:56:36 299441444 Service Notice View
2016-12-21 23:56:36 299441443 Service Notice View
2016-12-21 18:49:15 140497631 Closed Question View
2016-12-21 18:29:59 299434290 Service Notice View
2016-12-21 18:29:58 140497288 Closed Question View
2016-12-21 18:28:56 140497262 Closed Question View
2016-12-21 15:34:09 140492006 Closed Question View
2016-12-21 11:57:35 140482611 Closed Question View
2016-12-20 18:05:29 299312159 Service Notice View
2016-12-20 18:05:29 299312158 Service Notice View
2016-12-20 17:35:53 140432201 Closed Question View
2016-12-20 17:31:21 299310484 Service Notice View
2016-12-20 17:31:20 140432099 Closed Question View
2016-12-20 17:31:10 140432093 Closed Question View
2016-12-20 17:30:46 140432080 Closed Question View
2016-12-20 17:20:14 299310147 Service Notice View
2016-12-20 17:20:13 140431744 Closed Question View
2016-12-20 17:17:42 140431680 Closed Question View
2016-12-12 10:32:23 298308708 Service Notice View
2016-12-12 10:31:56 139915581 Closed Question View
2016-12-12 10:31:53 139915571 Closed Question View
2016-12-12 10:31:53 139915570 Closed Question View
2016-12-12 10:31:53 139915573 Closed Question View
2016-12-12 10:31:53 139915572 Closed Question View
2016-12-12 10:22:50 139913907 Closed Question View
2016-12-10 00:00:06 139780320 Closed Question View
2016-12-07 11:13:53 139615646 Closed Question View
2016-12-06 21:46:06 297619937 Service Notice View
2016-12-06 21:46:05 297619936 Service Notice View
2016-12-06 21:06:07 139568395 Closed Question View
2016-12-02 21:13:51 139319382 Closed Question View
2016-12-02 21:06:53 139319131 Closed Question View
2016-12-02 21:05:16 139318892 Closed Question View
2016-12-02 21:05:16 139318890 Closed Question View
2016-12-02 19:29:32 297167350 Service Notice View
2016-12-02 19:18:05 297167148 Service Notice View
2016-12-02 17:18:34 139314230 Closed Question View
2016-12-02 17:15:49 139314129 Closed Question View
2016-12-02 17:15:08 297162355 Service Notice View
2016-12-02 17:15:03 139314115 Closed Question View
2016-12-02 17:15:02 297162354 Service Notice View
2016-12-02 17:15:01 297162353 Service Notice View
2016-12-02 17:15:01 297162352 Service Notice View

Seems to be a few there for a 'newish' customer.

For anyone wondering - some of the above service notices are for refunds, not just 'normal' billing etc.

 

DS
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Re: Why is it sooo difficult?

Newly added channel packs will be active within 24 hours. If you've removed a channel pack, it will remain active until your next billing date, which is 22/04/2018

The above is copied from My Channel Packs via the Member Centre. In honesty, I don't agree with the above. PN add them within 24 hours but can't remove them until the next billing date, rather than within 24 hours. Think of a fishing rod and a maggot..... plus they must be able to part bill for a TV product if you add one part way through your billing month. I guess it might be a deterrent to stop someone adding a pack for one show/film and then removing it....?

A while back I pointed out somewhere deep in the community forums, via the phone to PN and within my relies to some of the tickets already listed, the My Channels Pack never used to show via My Portal, but recent(ish)* it does now.

*without digging I don't recall when it started to show

However, having received the 2 emails (as mentioned above) saying 'entertainment +' has been added (by PN), this too isn't showing when I checked a few moments ago.

not showing packs.PNG

So should entertainment+ be showing now, as it's been added by PN today or within 24 hours?

But I also pointed out via these forums, over the phone and via tickets, the base entertainment pack nor the kids pack (we have no interest in BT sport) were not showing via My Channel Packs after we could gain access to this section, even though we have both (ignoring sport). I simply can't explain why My Channel Packs now has the defaults selected and doesn't show the channel packs we do want - Entertainment and Kids only.

 

IF PN do not sort this out, does anyone know which regulator deals with TV subscription packages that are not wanted by a customer, yet the customer continues to be billed for? A quick search didn't pop up with an answer to this sort of question.

Please bear in mind this has been ongoing since we became a PN customer.

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Re: Why is it sooo difficult?

it's be ofcom

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

DS
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Re: Why is it sooo difficult?

Thanks @dvorak Thumbs Up

I did have a look on their site earlier, hence asking.

I must be missing the right section as all I could find was - https://www.ofcom.org.uk/phones-telecoms-and-internet/how-to-report-a-complaint/billing

We cannot handle individual complaints.

 

If your provider is unable to resolve your complaint, ask for a deadlock letter. This enables you to take your complaint to an Alternative Dispute Resolution (ADR) scheme.

But it appears to be related to http://www.ombudsman-services.org/communications.html and http://www.cisas.org.uk/ of which it would seem they're related to comms and not TV service providers, unless I misread it....?

I may just end up calling them on 0300 123 3333 for advice, if it gets that far.

 

Anyhoo, I did reply to a ticket earlier and they have replied with

CSC - CS Escalations
9:14pm, Thursday 22 Mar 2018
Dear <removed>,

Thank you for taking the time to get back in touch with us.

I can confirm that the Entertainment plus package has been removed from you account. But i do recognise that you are still being charged for it. The process from now is i have passed this across to our network team to remove this from your bills going forward. The standard lead time for a resolution is is 3 working days.

Keep an eye on your inbox for confirmation this has been resolved.

***Internal***
Entertainment pakcage is confirmed as removed. EU is still being billed. RAISED TASK: <removed>

Ok, one eye placed over there thenRoll eyes.

CSC - CS Escalations
9:15pm, Thursday 22 Mar 2018
This Question is now on hold until Monday 26th March at 7:00am.

Both of the above were copied from the previous open ticket

 CSC Analyst
4:34pm, Thursday 22 Mar 2018
This Question is now on hold until Friday 23rd March at 7:00am.

And the above was from the ticket opened by @Gandalf earlier.

 

So who'll be first to confirm......

(but it all sounds rather familiar and it saddens me to say the trust has now gone Cry. Enough is enough and it's got to the point where we're thinking of trying to use the MGALS to break free of PN, but no doubt the latter would keep the phone and TV still tied into the contract)