still getting overcharged and being charged full amount with no discount ,this has been going on for 2 months now,
Dear Mr taylor,
Thank you for your time on chat Colin (4300747013) .
In regard to the delay with Fibre Unlimited Fibre - Market 2/3 charge for the period 02-08-2018 to 01-09-2018 @ £15.99
Completed date 10/08/2018 = 9 days downtime
£15.99 / 30 days x 9 days= £4.80
In addition to this I have added a refund for the BT sports app as well at £2.50.
I have now refunded £7.30 . Please allow 5-7 working days, up to 14 days, for this to clear back in to your bank account.
I hope this clears things up for you. There is no need to reply to this ticket if the matter is resolved.
Should you have any further queries, do not hesitate to get back in touch on 0800 432 0200 or on 0345 140 0200 between 7am-10pm. You can find out how busy we are before you call by visiting our Support Statistics.
For quick answers or simple queries, you can chat with us via https://www.plus.net/home-broadband/contact/
Kind regards,
[CSA Removed] [Email notification sent to: [Removed]]
Hello colin,
Account username: [Removed]
Our Support Team have opened Question 182059213 to track an issue on your account.
Dear Mr colin taylor,
SPEED
Your download speed range is 38 to 40 megabits per second.
Speeds vary based on the distance from your exchange, the quality of your phone line and other factors. Further information is available on our website and in the email sent after this call.
Further information on broadband speeds is available on our website and in your welcome email.
During the first 10 days of your broadband service you may notice that your line speeds can vary. After the initial if it is significantly below the estimated speed range please contact us.
If you receive an access line speed which is significantly below this range, you should contact us.
BROADBAND PACKAGE - Unlimited Fibre
You are signing up to the Unlimited Fibre broadband package which has no usage limit or fair usage caps.
PHONE - Line Only
You are not taking a call plan.
Calls to other Plusnet home phone customers are free. A 60 minute limit applies to inclusive calls. After 60 minutes, youll be charged at the standard rate.
The following costs apply to any call made outside of your call plan's allowance:
A 22p connection fee for every chargeable call
Calls to UK landlines (beginning with 01, 02 and 03) cost 13.5p per minute
Calls to UK mobiles cost 15p per minute
Calls to service numbers (beginning with 084, 087, 09 and 118) consist of:
- a 9.58p per minute access charge from Plusnet, and
- a service charge set by the organisation you called
- Indirect access numbers and calling cards are excluded from call plans
Your call plan has a credit limit of £55.00.
You can see a breakdown of your calls and make credit limit top up payments in the Member Centre.
You are agreeing to a 24 minimum term option.
PRICE
Unlimited Fibre Broadband: £10.99 per month for 24 months and then £15.99 thereafter
Line rental: £18.99 per month
BT Sports APP: £2.50 for 6 months, £5.00 thereafter
Total: £32.48 per month for 24 months on a new 24-month contract then £38.98 per month thereafter
Any charges as a result of calls made outside of your call plan will be added to the next available bill.
If you cancel within the 24-month term you must pay £11.29 per full month remaining in the minimum term. This is made up of a £2.80 charge for the broadband and a £8.49 charge for the home phone.
If you want to terminate your services with Plusnet, you must give 14 days' notice. If you are moving to another provider, we will accept that provider's order notification as notice. If we need to terminate your service, we will only do so after giving you 28 days notice.
If you move your services to another provider on a different network or cease your broadband services, a cessation charge of £30 will be payable.
You can cancel your order for any equipment up to 14 days after you receive it from us. Information about returning the equipment will be provided if you contact us to cancel.
You have up to 14 days from tomorrow to cancel your order. If you cancel your product change within 14 days, we will revert you back to your previous agreement or the closest matching service.
Your order is subject to Plusnets terms and conditions, and well handle your information as set out in our privacy policy, both are available on our website. A link will also be included in the email we send after this call. Please ensure you read and understand them.
Prices, content and terms may change at any time during your contract. We'll tell you about important changes in advance.
Unlimited Fibre discount (24 months) - £5.00. any ideas
Moderator's note by Adie (Dvorak) CSA name removed as per Forum rules and also removed customers personal info.
However, with many years with PN and its forums, I can tell you, I have had no trouble getting answers.
