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rscott
(member) Wed 01-Mar-23 15:14:06

Business account - service restriction

[link to this post]

I manage a service with Plusnet Business broadband and unlimited calls.. They've just suspended the service for breaching the residential acceptable use policy, by using the service for a non-personal volume of calls...

Currently on the phone with them, trying to find out what on earth they're up to.

rscott
(member) Wed 01-Mar-23 15:21:13

Re: Business account - service restriction

[re: rscott] [link to this post]

Replying with an update... They seem to have managed to apply the residential usage policy to quite a number of business accounts..

Rhynchelma
(regular) Wed 01-Mar-23 15:59:58

Re: Business account - service restriction

[re: rscott] [link to this post]

Sounds like it may be an error on their part.

rscott
(member) Wed 01-Mar-23 16:16:17

Re: Business account - service restriction

[re: Rhynchelma] [link to this post]

Apparently there's an undocumented limit of 150 calls to 0870 numbers or 1,000 minutes of calls to them in any billing period.

Not mentioned in the AUP and the agent who applied the retriction can't find it documented anywhere.

MHC
(sensei) Wed 01-Mar-23 16:27:14

Re: Business account - service restriction

[re: rscott] [link to this post]

Go to: https://www.plus.net/help/legal/business-charges-sch... The click on <Business Phone call plans and service features> And there you will find "Fair usage limit of 150 calls or 1000 minutes (whichever is reached first) applies to calls to 0845 and 0870*"

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

M H C

taurus excreta cerebrum vincit

rscott
(member) Wed 01-Mar-23 16:30:34

Re: Business account - service restriction

[re: MHC] [link to this post]

Yeah - we found that. It's not included in the AUP though, so they admitted they need to update the warning emails to reference the right document...

jpm
(experienced) Wed 01-Mar-23 16:31:57

Re: Business account - service restriction

[re: rscott] [link to this post]

I'm surprised there are businesses still using 0845/0870 numbers to be honest, people avoid calling them from mobiles. Replace with local numbers or 0330 if you need something non-geographical.

Edited by jpm (Wed 01-Mar-23 16:32:39)

rscott
(member) Wed 01-Mar-23 16:36:44

Re: Business account - service restriction

[re: MHC] [link to this post]

They've just called back - those limits don't apply to accounts opened prior to March 2021 (like ours), so shouldn't have been applied anyway.

All restrictions have been removed and a note added to the account that they shouldn't have been applied in the first place.

rscott
(member) Wed 01-Mar-23 16:37:35

Re: Business account - service restriction

[re: jpm] [link to this post]

It's a burglar alarm - calls the monitoring centre each time it's armed or disarmed.

They are planning to replace with a 4g based solution at some point.

sheephouse
(committed) Wed 01-Mar-23 17:06:05

Re: Business account - service restriction

[re: rscott] [link to this post]

As Plusnet Business accounts are going away soon I doubt their business AUP will get updated.

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