New Option 1 offer with 10GB allowance

[#1]

My sister wanted to take this up too, but couldn't because she has a phone discount
"Unfortunately we cannot offer you the discount you have chosen to take up as you currently have a 12 months contract due for completion on the 25.05.09, this was applied after a discount to your home phone service."
So would be interested in the answer to Jim's question.

[#2]

Quote from: Jameseh

Hi Mal, I've just been having a chat with Matt about your account and he assures me that your billing is in order because of the way that the account changes work for the special offer.

I believed that as an existing customer of about three months, who had BBYW2 and Home phone - that at the billing date - we pay in ADVANCE for ADSL BB access for the relevant data amount - in this case 15G, so one gets this cover for one month - and for the home phone line rental with included calls.
My billing date was 2nd of month.
On the date of signing up - which was on about 24th Devcember I expected my existing account to continue to the next billing date - after all I had paid for it already.
However - it seemed immediately to downgrade to BBYW1 - but with the 10G . So I was effectively "robbed" of 5G capacity - if I chose to use it ???.
I then expected to move to the new service on the next billing date - namely 2nd January, and as per the offer
"We’re delighted to be launching a special offer for a 10GB broadband product and Home Phone Evening & Weekends. If you find yourself needing a bit more usage, then look no further. We’ve launched a limited time offer so that you get your 10GB broadband and Home Phone service for just £5.50 for the first 3 months and £19.50 after that."
http://community.plus.net/blog/2008/12/11/new-10gb-special-offer/
i.e the first bill in January to be £5-50, the same in February and March and then back to £19-50 for the remaining nine months.
Instead what I got was an email that said "This advance notice is to let you know that a payment of £9.75, for your
PlusNet Internet account will soon be taken, on or after 07/01/2009......"
On questioning in in the ticket and looking at the invoice it was
Home Phone Evenings & Weekends charge for the period 02/01/2009 to 01/02/2009 for £9.75.

No reference to BBYW1 and 10G ???.

So I hope people can see why I'm confused.
Mal

[#3]

Mal - I know Matt's planning to reply to this thread when he gets a bit of time to clarify everything for you.
Adie & Jim - I'll try and get clarification for you.  I'm inclined to believe that if either of your services are in contract you are not eligible for these special offers, but need absolute confirmation from Marketing, which I'll try and get by the end of the day.

[#4]

Hi Mal0z, sorry for all this hassle.
I've done a fair bit of digging and now know significantly more about our billing systems than I did previously.
Basically this has all happened due to the account change taking place in the middle of the month, rather than the night before your billing date (as is usually the case). I've tried giving you a call to see what we can do to sort this and left you a message, if you drop me a PM letting me know when you're available I'll call back.
I'm sorry about all the hassle over this.

[#5]

Thanks Guys, I've PM'ed Matt to say I'm in now on my account numbers.
Mal

[#6]

As promised, I got an answer to the multiple special offer question just as I was leaving the office, so I thought I'd post it from the comfort of my (rather cold) living room.
If you have taken a Home Phone only special offer within the last 12 months, you will also be able to take a broadband only special offer.  So, godesell4 & adiewoo's sister, you will be able to take advantage of the broadband only special offer, should you wish to do so.

[#7]

Thanks for finding that out James, good news 

[#8]

Quote from: orbrey

Basically this has all happened due to the account change taking place in the middle of the month, rather than the night before your billing date (as is usually the case).

Thanks to Matt for phoning to explain there was a problem with the backend systems after all. We've come to an amicable agreement, but I hope PN will examine how this sort of thing can happen, and stop it happening again when people change contracts mid month.

[#9]

Quote from: Jameseh

As promised, I got an answer to the multiple special offer question ... So, godesell4 ... you will be able to take advantage of the broadband only special offer, should you wish to do so.

Thanks James, much appreciated.
SW.

[#10]

Morning all.
I can confirm that the special offers are not available if you have either a deferred activation contract, or a deferred hardware contract.  Peter, I understand that yours was a special case.

[#11]

OK, so I just went to the link to get this changed, and I was given two options:
Please make sure you're happy with the terms and conditions before proceeding.
> I want to change my account to the 10GB Broadband and Home Phone Offer
> I want to change my account to the 10GB Broadband only offer
I guess, but am not sure I want the 2nd option ... not sure about it though as I am already on Anytime+ for my HomePhone.
I have updated my ticket asking to be put onto this special offer without hardware.
SW.

[#12]

Hi SW,
You want the second option, as you can't have the first, because you are already in contract for your home phone service.
You need to raise a ticket by following the link in this blog:
http://community.plus.net/blog/2008/12/17/10gb-broadband-offer-broadband-only/
It'll then be picked up and your account will be changed on your next billing date.

[#13]

In my earlier posts in this thread, I pointed out what appeared to be an anomaly:
http://community.plus.net/forum/index.php/topic,71998.msg571883.html#msg571883
http://community.plus.net/forum/index.php/topic,71998.msg572148.html#msg572148
Well my billing date has arrived, but my monthly DD amount has not reduced.
Today the following comment was added to the ticket:
"We would like to inform you that your Help Assistant Question [ 27393341 ] has now been returned to the 10GB Option 1 offer - BB only pool. A member of our Support Team will investigate your issue as soon as possible."
The original ticket was raised on 27th December.
I'm confused...  Can anyone explain what is going on?
Thanks

[#14]

OK, have done that and it created ticket 27480642 ... and the CSC staff replying to the ticket are not aware of this new information you have and so reckon I can not take this offer.
SW.

[#15]

My sister has replied to her original ticket copying James' statement and also a link to this thread to try and clear it up.
I haven't heard anything back from her so assumed no news was good news...