cancel
Showing results for 
Search instead for 
Did you mean: 

Value Package - Very bad value!

mickyd
Grafter
Posts: 30
Registered: 23-06-2009

Value Package - Very bad value!

I have been a happy Plusnet customer since 2004.
I was on the old Premier package £21.99 with no bandwidth limit (Just slight restrictions)
Last month I decided to 'upgrade' my account to the 'Value Package'.
My premier package ended at midnight last night.
My Value package started at midnight last night
I received an email saying my new package was complete at 13 minutes past midnight.
At 4 minute past 2 AM I received 7 (Seven) emails.
All sent at the same time.
Each one informing me 'You've now used up your product's broadband usage allowance for this month. We've added a further 2 GB of usage for the month to your account, which will add a £2 charge to your next subscription charge'.
£14 plus the basic subscription charge is being taken from my account on the 26th of this month.
I have paid in full for last months Premier package and I did not exceed my bandwidth for that package.
But it seems Plusnet has decided to transfer the data from last month to this months Value package.
This means I will be paying twice for the same bandwidth.
Once for the bandwidth on the Premier package and again for the same bandwidth on this months Value package.
The ticket system does not seem to address the actual questions being asked.
Their response:
Please be advised that your new Plusnet Value package only took effect on your billing invoice date on the 23-06-2009, and any additional usage transfer before this date you will be liable for.
Currently you have not exceeded your 10GB monthly limit and will only be charged additionally if you exceed this limit.

This doesn't make any sense.
If my package started on 23-06-2009 (today).
How can I be liable for additional usage before today?
And as noted, they say I have not exceeded my 10GB bandwidth limit.
What a way to treat loyal customers!
I feared problems when they were bought by BT.
But as I have never really needed support before now I have not had problems.
This is farcical!
13 REPLIES
pcoventry
Grafter
Posts: 434
Registered: 26-11-2007

Re: Value Package - Very bad value!

Evening,
As I'm here for a bit would you mind PM'ing me your user name and I'll take a look for you. If you would like me to.
Pete
pcoventry
Grafter
Posts: 434
Registered: 26-11-2007

Re: Value Package - Very bad value!

Thanks for the information Mick and thank you for giving me the opportunity to sort this for you.
Looking at your account I can see that last month you did slightly go over your peak time usage ceiling however not enough to justify the additional usage charge. So I would ask you please to allow this payment to go through and I have actioned you with a refund for the amount. The View My Usage system shows you have used 32MB so far for this billing month which reset today.

mickyd
Grafter
Posts: 30
Registered: 23-06-2009

Re: Value Package - Very bad value!

Thanks for the speedy help Pete!
Can you confirm that if I let this payment go through that I will receive a refund of £14?
Mick
pcoventry
Grafter
Posts: 434
Registered: 26-11-2007

Re: Value Package - Very bad value!

Hi Mick,
You will, I have processed this for you and noted your account. You can see this refund in the view transactions section of the portal against the last invoice of £21.52
mickyd
Grafter
Posts: 30
Registered: 23-06-2009

Re: Value Package - Very bad value!

Thanks Pete!
Mick
pcoventry
Grafter
Posts: 434
Registered: 26-11-2007

Re: Value Package - Very bad value!

You're very welcome Mick  Smiley
Moderator
Moderator
Posts: 18,584
Thanks: 1,856
Fixes: 234
Registered: 11-01-2008

Re: Value Package - Very bad value!

Quote from: Pete
Looking at your account I can see that last month you did slightly go over your peak time usage ceiling however not enough to justify the additional usage charge.

On premier thought you didn't pay extra you just go restricted bandwidth?

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

mickyd
Grafter
Posts: 30
Registered: 23-06-2009

Re: Value Package - Very bad value!

You are right (At least that is what has always happened in the past).
Warning at 11 Gb (no restrictions).
Warning at 13 Gb (slight restrictions)
16  Gb (I think) restricted until next billing period.
Never ever paid for additional bandwidth!
Mick
adie:quote
Community Veteran
Posts: 26,699
Thanks: 919
Fixes: 10
Registered: 10-04-2007

Re: Value Package - Very bad value!

It sounds like the switch happened before the usage was reset and the system immediately saw 17GB of usage.
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)
pcoventry
Grafter
Posts: 434
Registered: 26-11-2007

Re: Value Package - Very bad value!

Correct. On Premier there is restriction applied at 13GB then at 17GB it's speed down to about half I believe and then at 20GB it's 128kbps but the restriction comes off for the off peak period.
mickyd
Grafter
Posts: 30
Registered: 23-06-2009

Re: Value Package - Very bad value!

Quote from: jelv
It sounds like the switch happened before the usage was reset and the system immediately saw 17GB of usage.

I'm not a fan of these 'Guilty until proven innocent systems'.
Mick
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Re: Value Package - Very bad value!

Hi there,
The emails are automated, and we have a problem open to resolve this which is with our development team (the number of users affected is small but the amount of concern it causes isn't Sad).
I'm sorry you've been caught in this, but looks like Pete has sorted it for you.
mickyd
Grafter
Posts: 30
Registered: 23-06-2009

Re: Value Package - Very bad value!

It would seem that the development team should advise the Help and Support team.
As this is where people turn to if they encounter this problem (As I did) with unsatisfactory results.
If I had not looked on the Rants and Raves section of this forum.
I would still have this problem.
As you say, thanks to Pete, my problem is resolved.
I wonder if others who have had this problem have been so lucky.
I was very angry this morning and became angrier as the day progressed.
Especially when the 'Help' team were no help at all!
Mick
adie:quote