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Alternative contact option

RogerW10
Newbie
Posts: 4
Registered: 08-02-2017

Alternative contact option

I would appreciate an alternative to telephone support, I work long hours cannot find time in my working day to call for 'a chat'. Email from saying direct debit not paid. Went to bank 31st Jan, said that you would re-present DD for payment, you keep emailing payment not received. Have been with Plusnet for several years, beginning to wonder if wise renewing for yet another 12 months.

8 REPLIES
Community Veteran
Posts: 38,403
Thanks: 996
Fixes: 58
Registered: 15-06-2007

Re: Alternative contact option

have you tried at weekends as I hope you don't work 7 days a wweek

Anon
Pro
Posts: 399
Thanks: 121
Registered: 16-04-2007

Re: Alternative contact option


RogerW10 wrote:

I would appreciate an alternative to telephone support, I work long hours cannot find time in my working day to call for 'a chat'. Email from saying direct debit not paid. Went to bank 31st Jan, said that you would re-present DD for payment, you keep emailing payment not received. Have been with Plusnet for several years, beginning to wonder if wise renewing for yet another 12 months.


It's either the dreadful loud repetitive music or the online chat. Sorry if that don't fit your lifestyle they are out of office.

Whatever happens always remember "We will do you
.........................proud" say Pnet.
Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 362
Fixes: 115
Registered: 22-08-2015

Re: Alternative contact option

I've looked into your account @RogerW10 and I can see you should be able to pay your bill online by card at www.plus.net/pay without having to call us.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
Community Veteran
Posts: 26,528
Thanks: 766
Fixes: 9
Registered: 10-04-2007

Re: Alternative contact option

Will you be refunding him the extra fee for paying by card?

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
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Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 362
Fixes: 115
Registered: 22-08-2015

Re: Alternative contact option

One off card payments do not incur the non direct debit processing fee.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
RogerW10
Newbie
Posts: 4
Registered: 08-02-2017

Re: Alternative contact option

Why can't Plusnet re-present direct debt like other companies do, it would save all this hassle. Now I've been notified of re-stricted service. Having been a customer for several years am beginning to regret signing up for an additional 12 months.

Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 362
Fixes: 115
Registered: 22-08-2015

Re: Alternative contact option

The system will not automatically resubmit a direct debit once it fails. You can resubmit the direct debit instruction online yourself at www.plus.net/pay

 

I wouldn't recommend this though, because it can take 5-7 working days to clear and for us to receive the money, during which time we would not remove failed billing restrictions if any are applied.

 

You can pay safely and securely by card at www.plus.net/pay

 

I hope this helps clarify things.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
Anon
Pro
Posts: 399
Thanks: 121
Registered: 16-04-2007

Re: Alternative contact option

I am still waiting for a DD to clear after I returned one to you when you got it badly wrong and cannot change a DD once notified. I did it that way because, as I said on my ticket, I just don't trust Pnet with my CC information. Not with that billing system, not likely.

Whatever happens always remember "We will do you
.........................proud" say Pnet.