Anyone else puzzled?

Hi
This month I exceeded my usage by 0.34 Gb. Can't argue about that!

Received from PN an email advising me that I would be charged £2 for another 2 Gb usage. Checked my VMBU which confirmed that I had exceeded my limit but also says that I would incur a charge of £1.22 for exceeding my monthly limit; anyway due to my confusion I raised a ticket for clarification and got the following reply:-

Sorry for the confusion here, it seems the VMBU has not been updated from when we did the product refresh at the beginning of last week. All accounts are now charged at £2 per 2gb if you go over the usage to bring it in line with the new products.
I hope this clears things up for you.

I hear you saying so blinking what! Well I have not changed to a "new" product, am I missing something here or is it possible that I'm so tight that I can not afford the extra £0.78 on my bill?

What package are you on? The Old product specifications are viewable on the archive.

BBYW cheapest version, that was only sold to poor folk who could not afford £0.78 extra on their monthly bill

Do you automatically get charged when you exceed the allowance or do you have you go onto the Plusnet website and buy additional bandwidth?

My bill date is the 2nd (tomorrow). I am on the Option 3 package and have used 29.82GB so if I'm going to be charged for exceeding the allowance then I better stop browsing soon!
Also, is the usage reset at 00:00 on the bill date?

the website is a couple of hours behind so it's probably to late

I think that the reply you got was billhooks.

When the included usage on BBYW Option 1 went up to 2GB, the additional usage charge went up to £1-25/ GB in arrears. The VAT change would make that £1-22/GB now.

See http://www.plus.net/support/broadband/pr...

I am not surprised that the CS staff are confused. The Website information is fraught with errors and inconsistencies arising from the VAT changes and the new product introduction..

I can certainly confirm that extra automatic billing on option 1 generated a (bogus) email about a 2Gb increment and an appropriate charge - as per new contracts BUT the billing system charged the £1.22 for a single Gb and plusnet confirmed this was correct in their forum.

I suspect someone got overzealous or underbrained in modifying the email notifications to match the new products (only). As I understand it the older products ought to continue as before (some were 1Gb, some 2Gb on BBYW with different pricing for prepaid vs postbought) with the extra old option of Blocking instead of using extra bandwidth.

I'd been suspicious of the prebuying option as I was not convinced you could change it more than once a month - nor for the current rather than next month, stuff like that. And I suspected it didn't carry forward if unused. I could be wrong on any of that. PAYG with a price cap was clearer.

Yes, I think that Mand is going to have to bring her "Educator" in to work with her on Monday.

In reply to a post by Wheel_Nut:

Yes, I think that Mand is going to have to bring her "Educator" in to work with her on Monday.

Is that the "Clue Bat" that Enta have lost?

Hi

Customers on BBYW products will have extra usage added in 1GB increments, exactly as you would have done before the product refresh.

Sorry for the confusion caused by our support team. We have a problem raised (currently in testing) regarding the email content being incorrect.

If you'd like to PM me the ticket number I'll go get the bat.

Not sure if they lost the bat - but they certainly haven't had a clue for ages. I assumed they'd nicked plusnet's when the long contracts popped up like a mad dream.

Hi,

Using all of my hopeless skill and poor judgement I've exceeded my usage for a second consecutive month

Received a PN email (Email ref: E0035) saying that I've accrued a charge of £2 for an extra 2 Gb usage! Oops again

Looks a little like the gently aimed swinging bat has missed the target altogether?

If you check your account/billing/usage on the website you should see the correct increment. I begin to suspect that the product refresh was done in isolation by someone with either a very poor brief or a shortage of thinking. Basically everything from product spec to webpages to emails were modified to ONLY cater for the new products and so lots of things have dropped through the net for existing customers and even migrations to new products by existing customers. I'd not be too proud were I their product managers or developers.