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Exceeded allowance

mrmarkus1981
Grafter
Posts: 647
Registered: 26-02-2008

Exceeded allowance

Good morning, i posted on the 'Broadband and Router' section yesterday but this is a differentr rant altogether!  Angry
I set the maximum limited i could be charged over my allowance to £10, and plusnet have just went and put it up to £15 without my consent.
Please note i will NOT be paying the extra £5 and would appreciate if somebody would rectify the situation.
Thanks in anticipation
Mark
Username : mrmarkus1981
14 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,087
Thanks: 153
Fixes: 54
Registered: 27-04-2007

Re: Exceeded allowance

Morning Mark,
I can't be sure why this has happened, but will look into that further. I can't really stop the £5 from going through but I will make sure it gets refunded afterwards.
A data transfer cap is in place now so there should be no extra charges.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
mrmarkus1981
Grafter
Posts: 647
Registered: 26-02-2008

Re: Exceeded allowance

Thanks Adam
Is my usage to be reset tonight, now my billing date has moved?
Mark
Plusnet Help Team
Plusnet Help Team
Posts: 13,087
Thanks: 153
Fixes: 54
Registered: 27-04-2007

Re: Exceeded allowance

Yes it should, however I've just noticed that the extra charges happened due to the way you set the data transfer cap. The total allowed was set to £35.42 that minus the subscription cost is around £17 hence it's allowed an additional 15gb so the charges are correct.
Adam.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
mrmarkus1981
Grafter
Posts: 647
Registered: 26-02-2008

Re: Exceeded allowance

Im not entirely sure what you mean, it seems pretty straight forward when i look at it....
Maximum extra monthly spend: £10.00
Community Veteran
Posts: 26,656
Thanks: 883
Fixes: 10
Registered: 10-04-2007

Re: Exceeded allowance

Has your subscription decreased since you set the cap?
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)
mrmarkus1981
Grafter
Posts: 647
Registered: 26-02-2008

Re: Exceeded allowance

Not that im aware of?
Plusnet Help Team
Plusnet Help Team
Posts: 13,087
Thanks: 153
Fixes: 54
Registered: 27-04-2007

Re: Exceeded allowance

Quote
Maximum extra monthly spend: £10.00

Where abouts are you seeing that? the total showing on your account is definitely £35.42 which accounts for the extra 15gb.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Exceeded allowance

mrmarkus1981
Grafter
Posts: 647
Registered: 26-02-2008

Re: Exceeded allowance

Pic attached
Plusnet Help Team
Plusnet Help Team
Posts: 13,087
Thanks: 153
Fixes: 54
Registered: 27-04-2007

Re: Exceeded allowance

I've just become aware of problem 68280 (data transfer watch mismatch between portal and WP)
So it looks like it is our bad after all, sorry for any confusion.
It's due to be fixed tomorrow so I'll revisit this then for you.
Adam.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
mrmarkus1981
Grafter
Posts: 647
Registered: 26-02-2008

Re: Exceeded allowance

Adam, can you please check my profile. Ever since i exceeded my usage (now reset) i'm getting less than a 1MB d/l speed
Thanks
P.S My pings have also been really bad recently, getting my backside kicked on MW3 - not happy Sad
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Exceeded allowance

Hi MrMarkus,
This is an odd one. You're in sync at over 8000 and your profile on our side is at 7000, which is correct. However I can't get any records from the delta report side of things, not sure why, and a consistency check test is also failing to complete.
What's your profile as shown on a BT speed test?
mrmarkus1981
Grafter
Posts: 647
Registered: 26-02-2008

Re: Exceeded allowance

Seems better today  Huh
Download speedachieved during the test was - 6061 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :8096 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 7000 Kbps
Plusnet Help Team
Plusnet Help Team
Posts: 13,087
Thanks: 153
Fixes: 54
Registered: 27-04-2007

Re: Exceeded allowance

I've just run a quick line test and TBH that seems about right for how the line is performing.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team