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Would have appreciated a warning of approaching download limit

mikegood280
Newbie
Posts: 2
Registered: 09-10-2013

Would have appreciated a warning of approaching download limit

I've just had an email telling me that I've exceeded my 10GB download limit and that you're charging me £5 for an extra 5GBs.  I have no problem with this (even though I have only just squeaked over the limit on the very last day of the billing period and I presume the balance of my £5 will not be carried forward to the next billing period); however, I would really have appreciated an earlier email warning me that I was approaching my download limit.  Other providers I have been with have done this, and I would have thought that a company so good at customer service in other respects as PlusNet would do the same.
17 REPLIES
davidj66
Rising Star
Posts: 623
Thanks: 36
Fixes: 1
Registered: 04-09-2008

Re: Would have appreciated a warning of approaching download limit

PN do send an email @ ~80% (I think!)- are you sure it didn't get diverted to spam folder?Huh
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Would have appreciated a warning of approaching download limit

It should have been sent to the email address shown on this page: https://portal.plus.net/my.html?action=view_details&s=0
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)
Community Veteran
Posts: 5,472
Thanks: 292
Fixes: 4
Registered: 11-08-2007

Re: Would have appreciated a warning of approaching download limit

Before I upgraded to 'Unlimited', I used to receive two "You're approaching your usage allowance" emails at 80% of monthly allowance.
One email would arrive at the address specified in the link 'Jelv' suggested above,
and the other email went to "postmaster@myusername.uk"
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Would have appreciated a warning of approaching download limit

It doesn't seem that you were sent the usage warning this time, not to sure why so I'll look into this.
I've reset your usage this month so you'll not be charged the additional £5, your usage will again reset tomorrow as it's your billing date.
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Would have appreciated a warning of approaching download limit

Quote from: purleigh
and the other email went to "postmaster@myusername.uk"

Don't you mean postmaster@myusername.plus.com?
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)
Community Veteran
Posts: 5,472
Thanks: 292
Fixes: 4
Registered: 11-08-2007

Re: Would have appreciated a warning of approaching download limit

Ooops, I got it slightly wrong above, after double checking my mailbox naming it turns out that probably more than ten years ago, I set up "postmaster@myusername..uk" as an alias for my catch-all mailbox, which is obviously "myusername@myusername..uk"
So to restate what I should have said previously -
I get one notification email to my accounts catch-all mailbox, and another to the address as shown in the link in 'Jelv's reply.
Sorry if that caused any confusion !.  Embarrassed

However to answer 'Jelv's question -
No I didn't mean "@myusername.plus.com",  because my username and connection settings are from a time before Plusnet existed.
Roll eyes
mikegood280
Newbie
Posts: 2
Registered: 09-10-2013

Re: Would have appreciated a warning of approaching download limit

Thanks all for your helpful replies - and thank you PlusNet for removing the charge.  I had already checked in the spam folder and the warning email wasn't in there.  Just a once-off glitch it seems - these things happen, despite the well-known fact that computers never make mistooks!
Highbury
Newbie
Posts: 10
Registered: 13-11-2013

Re: Would have appreciated a warning of approaching download limit

Mike, as a matter of interest did you ever check your usage?  This functiion seems to have completely broken down for the last couple of months.  It had crossed my mind that it could be enormously helpful for PN's accounts if users found themselves being charged an extra £5 a month for going over their limit.
Dan_the_Van
Rising Star
Posts: 329
Thanks: 8
Fixes: 1
Registered: 25-06-2007

Re: Would have appreciated a warning of approaching download limit

It should be possible to prevent this charge by setting the amount you want to spend when the limit is reached. I believe it will reduce your down speed rather than applying the charge.
Look in Manage my usage.
Dan
Superuser
Superuser
Posts: 12,593
Thanks: 3,869
Fixes: 25
Registered: 22-08-2007

Re: Would have appreciated a warning of approaching download limit

Quote from: Chris
It doesn't seem that you were sent the usage warning this time, not to sure why so I'll look into this.

Chris,
Is anyone at PN profiling this issue?  In the past I have not received the 80% threshold warning and earlier this week one of my referrals advised me that they had the same experience.  Are the threshold warnings and exceeded emails identically addressed?
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Would have appreciated a warning of approaching download limit

All usage warning emails should be generating as normal, if there's anyone that believes this is not the case then let me know and I can collate these and investigate further.
henderson2
Newbie
Posts: 8
Registered: 10-07-2009

Re: Would have appreciated a warning of approaching download limit

I did not get the warning email that I was approaching my limit in either my plusnet webmail account or my account that all plusnet webmail is forwarded to.  The first notice I received was on 4/11/2013 that stated I'd exceeded my limit and that 5GB had been added costing £5.  Not in spam either.
Peyton
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Would have appreciated a warning of approaching download limit

Hi Peyton,
I've checked and can see that you haven't received it, I see you've got a ticket raised with us so I've replied to that.
henderson2
Newbie
Posts: 8
Registered: 10-07-2009

Re: Would have appreciated a warning of approaching download limit

Thanks so much Chris.  I truly appreciate your promptness in not only answering my questions, but making the requested changes also.  Trying to reach Support via phone is abysmal at the present.  Hopefully that will improve soon.  Your promptness and courtesy are how I've always known Plusnet to be.  Kudos to you!