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Staff help?

sixthprawn
Grafter
Posts: 68
Registered: ‎22-03-2011

Staff help?

Could a member of the pn team please find out why i am being billed for phone when i am not with you?
25 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,674
Thanks: 661
Fixes: 165
Registered: ‎05-04-2007

Re: Staff help?

From what I can tell your phone service is with us, and has been for a couple of months. The call records on a wholesale level are coming through to us too and these are being passed on to you.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
sixthprawn
Grafter
Posts: 68
Registered: ‎22-03-2011

Re: Staff help?

I don't even receive a phone/bb service from anyone, it's all in my wifes name. She is not with plusnet either. I would like my money refunded thanks.
Community Veteran
Posts: 26,740
Thanks: 954
Fixes: 10
Registered: ‎10-04-2007

Re: Staff help?

I suggest that you send a copy of a recent bill from whoever you believe is providing your telephone service to prove that the billing is incorrect.
If BTw think the service is being provided by Plusnet the only action Plusnet could take to stop that happening would be to cancel the telephone service - at which point you would also lose your broadband.
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)
sixthprawn
Grafter
Posts: 68
Registered: ‎22-03-2011

Re: Staff help?

My wife is with tt for both, i don't understand how there can be a problem. I have been looking over her account on  tt site and it is definately that being used for both. Weird.
Community Veteran
Posts: 26,740
Thanks: 954
Fixes: 10
Registered: ‎10-04-2007

Re: Staff help?

You wouldn't be the first person that TalkTalk have continued to bill after the service has been migrated to someone else by a very, very long way.
If you look in your closed tickets you should be able to see when the service was moved to Plusnet. Looking at your earlier posts you joined around March - what account type and price did you sign up for?
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)
sixthprawn
Grafter
Posts: 68
Registered: ‎22-03-2011

Re: Staff help?

It's the other way round here, we left pn for tt and have had no problems whatsoever, better speeds, no drops etc.  There is no reason for pn to take money for a service we don't get.
Epyon
Grafter
Posts: 285
Registered: ‎31-03-2011

Re: Staff help?

First things first cancel you're pn direct debit.
sixthprawn
Grafter
Posts: 68
Registered: ‎22-03-2011

Re: Staff help?

I did that straight away Wink
adie:quote
Community Gaffer
Community Gaffer
Posts: 17,674
Thanks: 661
Fixes: 165
Registered: ‎05-04-2007

Re: Staff help?

Your broadband transferred to us early April and your phone service just over a week ago. We emailed you when the phone service completed and can see calls coming through at a wholesale level.
If I perform a tag check on the telephone number associated with your account, it shows as: Service provider: WBMC PLUSNET WBC
You don't happen to have more than 1 line coming into your house do you?
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
sixthprawn
Grafter
Posts: 68
Registered: ‎22-03-2011

Re: Staff help?

I have one line, and as i said, that is with tt for phone and bb. I have been to my wifes acc and can see a list of the calls we have made using tt.
A bit of the calls list.....* Numbers deleted for privacy*
Mobile 04 Jun 11 09:38:01                T-MOBILE 00:03:25 £0.00
       Mobile 04 Jun 11 09:34:48 T-MOBILE 00:00:09 £0.00
Mobile 04 Jun 11 09:34:29 T-MOBILE 00:00:07 £0.00
Mobile 04 Jun 11 09:35:01 T-MOBILE 00:00:11 £0.00
Mobile 03 Jun 11 17:15:53 ORANGE MOBILE 00:00:03 £0.20
Mobile 03 Jun 11 17:16:25 ORANGE MOBILE 00:00:03 £0.20
Mobile 03 Jun 11 17:16:46 ORANGE MOBILE 00:00:01 £0.20
Mobile 03 Jun 11 17:15:19 ORANGE MOBILE 00:00:06 £0.20
UK Landline Click here for more information 03 Jun 11 11:43:04 CLACTON-ON-SEA 00:03:02 £0.00
Mobile 03 Jun 11 17:25:34 ORANGE MOBILE 00:00:01 £0.20
Mobile 03 Jun 11 13:31:53 T-MOBILE 00:00:49 £0.20
Mobile 03 Jun 11 17:10:32   ORANGE MOBILE 00:00:19 £0.20
Mobile 03 Jun 11 17:11:04 ORANGE MOBILE 00:00:03 £0.20
Mobile 03 Jun 11 17:30:17   ORANGE MOBILE 00:00:09 £0.20
Mobile 03 Jun 11 17:30:52   ORANGE MOBILE 00:00:03 £0.20
Mobile 03 Jun 11 17:31:27 ORANGE MOBILE 00:00:03 £0.20
Mobile 03 Jun 11 17:25:46   ORANGE MOBILE 00:00:17 £0.20
Mobile 03 Jun 11 18:28:40 VODAFONE MOBILE 00:03:51 £0.42
Mobile 03 Jun 11 17:29:30 ORANGE MOBILE 00:00:02 £0.20
Mobile 03 Jun 11 17:26:58 ORANGE MOBILE 00:00:07 £0.20
Full Bundle icon Call included in your free calls bundle. Prime Number icon Your Calling Circle
The list begins 20/5/2011. As i have said, i am not with pn.

EDIT: Can you pm me the phone number you are using for these "checks"?
Community Gaffer
Community Gaffer
Posts: 17,674
Thanks: 661
Fixes: 165
Registered: ‎05-04-2007

Re: Staff help?

OK, I've got something slightly wrong here and I'll hold my hands up.
Your phone service *was* with us between early March and late April, however we've had no call records since the 27th April. It's these calls we're currently trying to bill for.
The broadband service *is* still showing as with us on a tag check, although you don't appear to be connected at the moment.
I'm going to do some more digging as I can't find anywhere that your phone service has been transferred away but can see a service notice from a week or so ago saying that your phone service has transferred *to* us. I'll post back shortly.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Highlighted
sixthprawn
Grafter
Posts: 68
Registered: ‎22-03-2011

Re: Staff help?

You took two payments lasat month...
2684**** £5.99 £0.00 27/05/2011 Fully Paid
2652**** £5.54 £0.00 08/05/2011 Fully Paid
Community Gaffer
Community Gaffer
Posts: 17,674
Thanks: 661
Fixes: 165
Registered: ‎05-04-2007

Re: Staff help?

We're looking into what exactly is going on.
Those charges were for call charges up to the 8th May (5.54) and pro-rata line rental and call plan (5.99).
I've got someone else taking a look over this too to make sure that everything is sorted.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
sixthprawn
Grafter
Posts: 68
Registered: ‎22-03-2011

Re: Staff help?

Are you trying to push products down my old number?