New Option 1 offer with 10GB allowance

[#1]

My first day on the new Option 2 with 10 GB,and it seems to have gone wrong already,they have just sent me an E-mail to say they are charging me £2 because I've exceeded my useage allowance.I cant have used 10GB by now its only the first day.

[#2]

It would seem that everyone who signed up for this package had these emails.
Just raise a ticket to tell PN.
https://portal.plus.net/wizard/index.html?help_action=tdl01

[#3]

[#4]

Thanks I've raised a ticket,doesn't give much faith in the system though.

[#5]

Dear Mr SIMPSON,
The broadband your way option 1 package comes with only 2gb of usage. Can you confirm the exact package you believe you should be on?
The latest reply from the ticket I raised.Isee problems :(.  TED

[#6]

The latest horror story,
Your comment 5:32pm, Friday 27th February 2009
I joined the new Option 1 with 10GB usage allowance,which was on offer through the forums,this was confirmed by Jamesh,would you please get in touch with him.

<<snip>>CSC Analyst 7:41pm, Friday 27th February 2009
Dear Mr SIMPSON,
Thanks for getting back to us.
We did have a special offer on last year for Option 1 that came with 10Gb, but that is no longer available. I don't mean to ask the same question twice, but i feel i should to make sure we are on the same level, but did you mean the Plusnet Value package. This comes with 10Gb at a starting cost of £5.99. I have copied in a link below so you can check on the website, it is on our homepage. Please let us know how to proceed.
http://www.plus.net
If you have any more questions please get in touch 24/7, either by our contact number 0845 1400 200 or through our assistant on our website.
http://help.plus.net
Kind regards,
<<snip>>


Has your Question been answered?
If you're happy that your Question has been dealt with fully, please 'CLOSE THIS Question' using the button below.
If you need to give us more details, or you need us to provide further information, 'REPLY TO THE SUPPORT TEAM' and let us know.
Please note: You have 14 days to select an option. If you don't choose one within this time, your Question will automatically close.
   
  Question topic: Ask the Support Team - General Questions | ID: 28004043 Open
4:16pm, Friday 27th February 2009


I just knew it would go wrong.
[Moderator's note by Jim (Oldjim)  agents name removed as per Forum Rules ]

[#7]

Looks like my billing for the 10GB evenings + weekends offer has also messed up. Today is my billing date, but I've received no notification of being billed, which is resulting in a VMBU oddity where my current month is lasting longer than an actual calendar month, as my usage hasn't been reset. Could someone please look in to this and sort it out?

[#8]

When I changed to this contract / offer , my billing day slipped by a few days too - I'm still not sure why !. ?.
Keep an eye out for the email telling you your forthcoming direct debit - my was incorrect and I was billed £10 too much. 
Who has changed to this contract and had no anomalies with their billing ?? 

[#9]

And I'm joining Home PhoneAnytime+, how many problems will that make.

[#10]

Well I moved to  the 10G plus home phone evenings and weekends from Option 2 with Homephone already.
But someone unnamed missed the fact I wanted  10G with Homephone  so I was billed the full £9.75 for the phone portion.
So clearly the process wasn't very clear to some PN staff !!!.
If I were you - the minute something goes wrong - PM James B immediately after raising the ticket.

[#11]

Thanks Mal,yes I have kept in touch with James all the way through but like us all ,he has to have a weekend off now and again, and this blew up over the weekend. Just have to wait till Monday,I'm sure who ever fault it is it will be sorted, could be that I am trying to join the wrong package.

[#12]

Should be fixed now

[#13]

Indeed it does seem to be all fixed now thanks to the help from James,you only have to compare some ISPs I've delt with (for other people) to see why its worth sticking with PN,I like others like to have a moan,but if you are with some ISPs there isn't any where to moan. TED

[#14]

After the mix up last month and a written assurance in ticket  ID: 27828880  -
"Dear Mr X
The next billing will be £5.50.
Unfortunately we cannot use a card for billing when home phone is active, direct debit has to be used.
Sorry for any inconvenience."
I have just received an email that says
"
This advance notice is to let you know that a payment of £14.25, for your
PlusNet Internet account will soon be taken, on or after 13/03/2009. This
email is for your information only, as no action is necessary on your part
to complete this payment. "
Please give me one reason why I should not CANCEL my direct debit NOW. As you clearly can't get this right.
I am NOT going to wait 10 days for a refund of MY money.
I think I deserve a free months service for all this hassle

[#15]

Hi,
I have another problem on the 10GB offer that Jameseh might have a look at.
I signed up for the 10GB in January but my 2GB limit was never changed.
In February and again last week I got the reminder email that I was approaching my 2GB allowance. On both occasions I raised a ticket and was told that my limit was 10GB and to ignore the email. Last month my account was reset before I reached 2GB but this month I exceeded 2GB and got an email saying my speed was restricted. It is now 128kbs.
Again I was assured that it had been fixed and my speed was restored. Soon afterwards I received another email telling me I had exceeded my 2GB limit and was again limited to 128kbs.
CSC have now escalated this and I await their answer.
Meanwhile last night I noticed I could not FTP into my PAYH website and asked if this was related to being restricted. The reply was no but also suggested I buy more GBs. Another example of not reading the full question.
I accept the FTP problem may be unrelated but I have given up on Customer Support.
My account billing restarts tomorrow so even if they say it is fixed I will not know for another month.
If Jameseh or anyone from Plusnet wants to look into it the ticket nos. are 27670482, 27975527 and 28267053.
Regards
David