Premium charges for 'Free' Helpine

[#1]

If you need to contact PLUSNET, don't use your mobile!  I had a fault develop on my router, phoned for help on the number Plusnet advertise as a 'Free Helpline' 0845 1400250.  It took the usual 35minutes to get my diagnosis from Plusnet that the router was faulty and I had to order a new one and renew my 2 year contract.

I was happy till I got my Vodafone bill with an extra £19.00 for that one single call!

Its very disappointing that a reputable company chooses to use premium cost lines for customers seeking help, borders on the unethical.

[#2]

Moderator's note by Mike (Mav): This thread is now in the appropriate board.

[#3]

Hi @publisher,

Thank you for getting in touch. I'm sorry to hear that you have received a high call charge after your recent contact with us.

0845 1400250 is our old contact number, however we haven't advertised this one for some time. The number that we advertise at the moment is 0800 432 0200, which is free of charge to call from any UK landline or mobile. If you have our number saved, I'd recommend updating it to the 0800 number in case you need to contact us again.

Thanks,

Emily

[#4]

@publisher I don't know where you got that number from - I don't think, however, it was from an official Plusnet link as the numbers on those pages are either 0345 or 0800 numbers - both free from a landline OR mobile.

@EmilyD beat me to it!

[#5]

  where did you get the number from ?

the correct number is

Customer support

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• 0800 432 0200 (from within the UK)

[#6]

I must have got it from Plusnet, it connects me to Plusnet, it certainly was a Plusnet Helpline number at some time.  It is obviously still connected to Plusnet otherwise I would not have got through to them.  If its no longer a Plusnet number it should be disconnected or have a voice mail message to dial a different number, or simply divert to another number.  

Its not rocket science.

[#7]

@publisher Out of curiosity, how long have you been a Plusnet customer?

[#8]

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@jab1 wrote:

... either 0345 or 0800 numbers - both free from a landline OR mobile.

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0800 numbers should be free but AFAIK 0345 numbers are only free if they are included in your phone plan.  E.g. I don't think they would be free from a PAYG mobile phone, BICBW. 

[#9]

@RobPN - Thanks for the correction. Must admit I don't know, as I only check for an 01/02/0800 number if the advertised one is other than those - I try and use my landline when I suspect it may be a long call and I know those are free (or 60 minutes and redial).

[#10]

21 years, originally signed up the first time (Force 9) in 1997.

[#11]

@publisher

I thought Plusnet had a free 0800 number. Was it not obvious to you that you would be charged on that 0845 number? 

I guess free in your case meant free advice rather than a free phone call. 

PS. "Its not rocket science" - sorry, but neither is not knowing about 0845 numbers.

[#12]

@publisher OK, Ikind of understand, now, but if it were me, I would still have checked the current situation.

[#13]

I'm sorry, but I wouldn't think to check the number is is the current/correct one, if you dial and get through then it must be right! Surely? If I change my number I don't expect people to be able to contact me on the old one.

[#14]

It must just be me, then.

[#15]

If a company ceases to use a number, (and wants customers to use a different one), surely the earlier line is disconnected?  Otherwise it looks like they are happy for customers to continue being ripped off by using the old premium number.