given wrong info and charged!
so i called plusnet earlier tonight to ask if ive been throttled as my download speeds were no higher than 15kbs (on 80/20 fiber)
at the same time i asked my usage as i current can not view on plus nets website
i was told (usage is around 61ish GB) and i had been throttled
although i had not got any emails to say i had got close to my limit or i had gone over it the CSR said he was going t ask for speed restriction removed due to the view my usage been down and me not getting any emails.... this was round about 22:02
i checked emails round about midnight to find these
at 22:42 i get a email i was close to my usage at 23:56 i gt a email saying i had gone over my usage and im been charged £5
just called and spoke to a CSR who said i downloaded round about 1GB of data that took me over my limit and im at fault... so lets work this out
im at 61GB of data when i call.... thus making me liable for £20 extra charges download round about a extra GB takes me to 62/63
but a hour later i go over my usage 40GB.... how dose someone get 30something and 60 something mixed up?
some how download 1GB of data in a hour at 150KBS and get charged £5?
and why was my account throttled before i went over my limit?
im curious now
... and it must have been throttled because at about 5 past midnight i was downloading like lightning
at the same time i asked my usage as i current can not view on plus nets website
i was told (usage is around 61ish GB) and i had been throttled
although i had not got any emails to say i had got close to my limit or i had gone over it the CSR said he was going t ask for speed restriction removed due to the view my usage been down and me not getting any emails.... this was round about 22:02
i checked emails round about midnight to find these
at 22:42 i get a email i was close to my usage at 23:56 i gt a email saying i had gone over my usage and im been charged £5
just called and spoke to a CSR who said i downloaded round about 1GB of data that took me over my limit and im at fault... so lets work this out
im at 61GB of data when i call.... thus making me liable for £20 extra charges download round about a extra GB takes me to 62/63
but a hour later i go over my usage 40GB.... how dose someone get 30something and 60 something mixed up?
some how download 1GB of data in a hour at 150KBS and get charged £5?
and why was my account throttled before i went over my limit?
im curious now
... and it must have been throttled because at about 5 past midnight i was downloading like lightning
Quote 1.why is my account not showing 40GB fiber and how can you get mixed up with 60GB
As Matt rightly believed to be the case the agent you spoke to made an honest mistake. We're sorry that you were given the wrong advice.
Quote 2.after i corrected your agent and told him im on 40GB he still said im over my usage ... so why.... get the call listened to (im not at fault plusnet are!)
That's will be because they've relayed the information given on service note 139662496 (which you can see yourself) with the subject: "You've exceeded your usage allowance. We've added some more...."
Quote 3.why can i never get any problems sorted without having to kick and screem?
I'm sorry if you feel the need to but we are happy to help you and I feel the agent you spoke to whilst having made a mistake was doing their best to point you in the right direction. As I think I've mentioned before I'm normally around mon-fri and would urge you to contact me by PM if there's any issues like this and I'll be happy to pick up the phone and give you a call again and resolve your issue as I've done previously.
Quote is it too much to ask for just afew months of having no problems with my account?
No, not at all. I need to spend a little time looking over your account to see if there's any overriding issues that need to be broached. If there is anything I'll be in touch to let you know what we can do about it.
Quote but i would also like to put a request in for some kind of compensation due to the fact that since i have been your customer back in 2008....
I don't know if you remember after we spoke a couple of weeks ago that I agreed to provide you with a goodwill gesture for that issue which I did do after changing your billing date.
Hey there,
That's OK. That service note is from the 12th and I can see you called yesterday which is why I'd assumed (as many would) that was sent before you'd spoken to us about the issue.
I can see as per your last reply here: http://community.plus.net/forum/index.php/topic,106897.0.html that we are speaking with the finance team about your account. I'll keep an eye on how that's going and make sure we get your usage fixed ASAP after any issues with billing have been resolved.
Adam.
That's OK. That service note is from the 12th and I can see you called yesterday which is why I'd assumed (as many would) that was sent before you'd spoken to us about the issue.
I can see as per your last reply here: http://community.plus.net/forum/index.php/topic,106897.0.html that we are speaking with the finance team about your account. I'll keep an eye on how that's going and make sure we get your usage fixed ASAP after any issues with billing have been resolved.
Adam.
Well we seem to have a raport with each other so I'm happy to be your point of contact for such things. I can't promise to deal with every support requirement you might have but I'll certainly jump in with the more sticky ones like this, why by the way I hope become a thing of the past for you very soon.
With regards to the response from finance, there's a ticket open with them (ID 58644831) and it needs attention from a particular person. Given the time of day I'll need to commit to chasing that up tomorrow morning for you. I'll be in touch when that's been resolved.
In the meantime re the problems with speeds does that only happen to you when there's a payment issue?
Adam
With regards to the response from finance, there's a ticket open with them (ID 58644831) and it needs attention from a particular person. Given the time of day I'll need to commit to chasing that up tomorrow morning for you. I'll be in touch when that's been resolved.
In the meantime re the problems with speeds does that only happen to you when there's a payment issue?
Adam
OK,
Sorry to hear that the speeds are still a problem for you in that case.
Nope, everyone should be well versed in dealing with fibre issues by now, sorry if that wasn't the impression you got for some reason. Bypassing the router is always going to be the first step in diagnosing a speed fault on a fibre connection.
Unless you've already done so the next step I'd need you to try for us is to bypass the router again and run the beta speedtester on http://www.speedtester.bt.com
Let me know when you've done that and we'll take things from there.
Well, the 150kbps does sound like a the speeds was capped because of a billing issue. I'd agree that you'd not be able to incur that much usage in such a short space of time. So apart from the agent you spoke to having advised you incorrectly the most honest answer I can give you is that I don't know, obviously if that does become a repeat issue or seemingly starts to happen to others I will take the time to dig deeper into that.
Just to mention re your usage I can see that this isn't displaying at the moment. If it's OK with you I don't want to intervene by resetting it at the now as you're due to be billed in the next few days so it should happen then, if not I'll be looking into that straight away for you.
Adam
Sorry to hear that the speeds are still a problem for you in that case.
Quote are tech guys still fairly new with fiber?
Nope, everyone should be well versed in dealing with fibre issues by now, sorry if that wasn't the impression you got for some reason. Bypassing the router is always going to be the first step in diagnosing a speed fault on a fibre connection.
Unless you've already done so the next step I'd need you to try for us is to bypass the router again and run the beta speedtester on http://www.speedtester.bt.com
Let me know when you've done that and we'll take things from there.
Quote when i spoke to (david i believe) on the 12th and he got my usage incorrect.... im pretty sure i mentioned to him i was having slow download speeds caped at 150kb's ....
when i spoke to the guy after i got email he told me i downloaded just over 1gb....
i know my self its impossible to even think about downloading 1Gb at 150kbps in a hour you would be looking at least 5 to 6 hours
Well, the 150kbps does sound like a the speeds was capped because of a billing issue. I'd agree that you'd not be able to incur that much usage in such a short space of time. So apart from the agent you spoke to having advised you incorrectly the most honest answer I can give you is that I don't know, obviously if that does become a repeat issue or seemingly starts to happen to others I will take the time to dig deeper into that.
Just to mention re your usage I can see that this isn't displaying at the moment. If it's OK with you I don't want to intervene by resetting it at the now as you're due to be billed in the next few days so it should happen then, if not I'll be looking into that straight away for you.
Adam