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you have gone over your allowance ....

psybox
Dabbler
Posts: 17
Registered: 16-01-2008

you have gone over your allowance ....

ok - last week I changed from the £20 month and 20gb allowance to the £11.99 and 60GB package - only a change in billing is the difference I was told, but wouldnt change until my new billing date - 26th.  I had received a warning I had use 15gb out of my 20 allowance, so thought I should change as daughter was starting to use pc to view cartoons and sky.
tonight, I receive an email to say I have used 20.01 out of my 20GB allowance and have been charged £5 for 5GB extra - which is not rolled over.  As I have 1 hour and 15 mins until the rollover period and just received the notice, I am annoyed.  This month I will pay £5 for an hour and half internet use, taking the total to £24.99 for this month. Yet the £11.99 package gets 60GB use!!
Is this the thanks I get for being a long time user and also referrer of business to plusnet (of which I havent got all the referral discounts I should) ?
Mister annoyed!
Brian
7 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: you have gone over your allowance ....

Hi psybox,
I am sorry to hear that you have only just gone over your usage so close to your product changeover, with this in mind I will arrange for the £5 to be either refunded or put as a discount on your account in the morning for you. Once I have done this, I'll create a ticket on your account, and I'll let you know via a PM once that has been actioned for you. Let me know if there is anything else I can help with Smiley
Chris Pettitt
Cloud Environments Engineer
psybox
Dabbler
Posts: 17
Registered: 16-01-2008

Re: you have gone over your allowance ....

Chris that would be great - thank you. I also just received notification that Im now on the 60GB allowance, so hopefully this wont happen again.
thanks
Brian
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: you have gone over your allowance ....

Hi Brian,
All sorted for you, I've dropped you a PM with the ticket reference number regarding this. Smiley
Chris Pettitt
Cloud Environments Engineer
drj
Aspiring Pro
Posts: 1,104
Thanks: 43
Fixes: 1
Registered: 30-03-2011

Re: you have gone over your allowance ....

For other people reading this please note you obviate getting into this situation by altering your settings to prevent the extra charge being levied. The relevant page is https://portal.plus.net/data_transfer_watch/ and I've set mine to "Maximum extra monthly spend: £0.00"
I can't say whether all PN customers have a similar facility - perhaps it didn't apply to the account noted.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: you have gone over your allowance ....

It will do, Extra is the only one with a 60GB allowance so it'll definitely be available on the above account. It's available on Value too.
drj
Aspiring Pro
Posts: 1,104
Thanks: 43
Fixes: 1
Registered: 30-03-2011

Re: you have gone over your allowance ....

I was referring to the 20gb contract the OP was on when it happened.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: you have gone over your allowance ....

Ah, beg pardon - that sounds like the old Pro account. I believe the tool was available on that as well.