Home Phone call credit threshold reminder

[#1]

Why do I keep getting messages telling me I have used £6 out of an allowance of £75 and I should top up. I would not use £75 in a year!

[#2]

@bogart99 Hiya, I'm not sure of the system that decides when to send the emails but agree it could have been worded better. I guess the system isn't clever enough to look at your usage patterns to dynamically inform you on when to top up. Perhaps I can suggest setting up an email rule to put this type of notification in a folder.

[#3]

Not sure what you mean by setup and email?

[#4]

What kind of email client are you using @bogart99 ?

[#5]

Using an email client message filter does not seem like the right solution here. The system ought not to be sending these messages and that is what needs fixing.

There used to be a spend cap / warning option on accounts, but I cannot find that in the modified portal. Does this user have a low cap / threshold which gives rise to these messages?

@NickBS

[#6]

I have no idea where the £75  figure came from or how it is arrived at. As I have used at most £6 or £7 in the occasional month on overseas calls which obviously get paid off when payment is taken seems stupid saying I should up it from £75.

I will just put it down to another Plusnet anomoly.

[#7]

I have had exactly the same thing.

I called Plusnet today to find out what's going on, and at what point this £75 "credit limit" was added.

Was not able to get any clear response - so still don't get it.

I am the same as you - maybe 1 or 2 calls a month overseas - way short of this £75 number which I never agreed to in the first place - and they keep asking me to top it up.

Guessing none of this will matter soon, as they are planning to switch home phones off anyway?

[#8]

@bogart99 Do you need me to check on it at all for you?

[#9]

It is not unique.  I get the same emails but simply delete them.

Instead of telling people they are say WITHIN £5 or £10 of their limit it seems to send out every time they run up another £5.

I could understand if it was 'Hey you have spent £5 on calls - check if you might be better off with a call package'.

[#10]

No thanks as I never ever get near just seems odd of way doing things.

Regards

[#11]

@willcutforth

It would be good to understand what is driving this business behaviour. The £75 credit limit is not one I recognise - Mine is £55 and that’s been the threshold for as long as I can recall. There used to be the means for a user to reduce (not increase) that figure to prevent running up a large bill.

Whatever triggering top up emails when just 10% of the credit allowance has been utilised seems a tad aggressive.

[#12]

The credit threshold has always been a thing, certainly for as long as I’ve worked here, and the amount depends on the call plan. There’s more detail here: https://www.plus.net/help/phone/about-phone-credit/

I agree with James; I don’t think the system is intelligent enough to dynamically analyse one’s usage, but more triggers emails at regular predetermined levels. 

In my opinion, while it may seem unnecessary to send an email for relatively small amounts, it catches unusual usage and gives a heads up, so the customer can review, for example they may choose to add a call plan (assuming that one exists for the type of calls made).

An increase/decrease can be requested by giving us a call.

[#13]

Myself included was not asking for increase or decrease just why but we seem to be going around in circles. So I will

just accept that I will receive a pointless email every so ofte,

[#14]

I consider it reassuring that I will be warned if the line is inadvertently being used for chargeable calls or being misused before a £75 bill is racked up.