New Option 1 offer with 10GB allowance

[#1]

my daughter 12 month since starting is up on the 8th, phoned up and has been put on it, so no change in billing date, I had a  router, that has been ignored, I also switch on my next billing date

Mal you should PM james now he is back, he seems to work wonders

[#2]

Thanks Pierre - I know James is brilliant at sorting issues  ;D, but I had previously PM'ed Mark Kelly - who is just as good  ;D, so i don't want to confuse things by getting more than one person looking at it - 
Maybe Mark will pass to James to sort ?
At least here we know staff's real names and roles and we have access to them - which is one of PN's great strengths 

[#3]

Sorry for not updating you on this here today.  This has been brought to my attention and I'll make sure we investigate what has happened here. I've got the ticket ref and will chase this up first thing tomorrow. From the sounds of it there could be some processes that need looking at, or at the very least clarifying.

[#4]

Many thanks Pete,
I not an unintelligent guy ( well I think so  ) but it has me baffled.
ticket 27437500
cheers

[#5]

Hi Mal,
Looking at your account, the discounts are in place correctly for your first three months of the special offer, which will take place from your next invoice date.
It does sound rather like the process hasn't been followed correctly at some point, which I'll need to double check on the procedure when I get in in the morning, but the billing for the future payments does seem to be correct, I'll just need to confirm the payments which have recently been processed.
I'm very sorry for any inconvenience caused and I promise to get to the bottom of things as soon as possible.

[#6]

Thanks James -
I really believe in PN - but these billing issues have shaken my believes somewhat .
I appreciate that many  PN staff have been enjoying a well deserved holiday and that CS staff have been doing their best to keep the ship going until the full crew resume their duties and that is really appreciated , so hopefully all outstanding issues can be cleared up in the coming week.
thanks guys
mal

[#7]

Not a problem.
Any existing customers changing to our new special offer have to be treated in a specific fashion, and it's possible that that wasn't followed in your instance.
Either way, I'll pick things up tomorrow and it's nice to be back after a decidedly long (stupid flu) absence.

[#8]

Thanks James
When I made the change - I got a rather odd email - which was not correct at all - and that was acknowledged here on the forum  at the time.
So yes the processes need auditing and reviewed perhaps  - good luck 

[#9]

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.
As I've mentioned, you should receive an appropriate discount on your next bill and there doesn't appear to be anything wrong with your billing.

[#10]

I have a question about this in a ticket, could somebody reply to ticket 27466511 ?
SW.

[#11]

Hiya,
I've replied to your ticket.

[#12]

Ah Thanks.
But ... Have just seen that it is not recommended for gaming or VPN, I sometimes do a little of both, so is a BBYW1 connection throttled differently to BBYW2 for gaming and VPN?
SW.

[#13]

VPN is limited to 128kbps but I can't see anything about gaming being restricred

[#14]

Actually, I've just noticed that you're already in a 12 month contract from when you took advantage of a home phone special offer last March, so I'm afraid that you wouldn't be eligible for this special offer.
VPN traffic on Option 1 is rate limited but gaming traffic should be fine unless it is misidentified (where it'll be treaded as gold traffic).

[#15]

James,
For my benefit can you clarify.
If the broadband account isn't  subject to a special offer, but the phone is, can one take the broadband only 10GB offer.