Plusnet unexplained broadband usage

owl_fan

Hi,

I want to find out whether anyone else has just had an unexplained massive hike in broadband usage recently?

I work every day and don't use the internet until I get home.
apparently yesterday while I was at work, router was on but computer was switched off, my home network used 6 Gb (!), and Plusnet have billed me for excess usage.
I tried to contact them but their lines had a 30 minute waiting time. I placed a ticket on their help system and so far, no response.

I have been with them for several years on a 10 Gb per month limit and I have never reached the limit (more like about 5 Gb per month).

Any advice would be gratefully received.

JJ_Egan

PlusNet users forum .

owl_fan

I am asking MSE users if they have had a similar experience.
I don't see the problem with that, but if you want me to go away and find another forum elsewhere, I will do so.

JJ_Egan

owl_fan wrote: »

I am asking MSE users if they have had a similar experience.
I don't see the problem with that, but if you want me to go away and find another forum elsewhere, I will do so.

No i am saying one ask on the PN forum and read the PN forum to see if their is a posted problem with the bandwidth monitor .As well as waiting for a reply on this forum that may not be as upto date as the PN forum .
Its not another forum its the PN customers own help forum .
http://community.plus.net/forum/

Plusnet_company_representative

Hi there,

Yes there is an issue, we're working on it at the moment. We posted a service status earlier on today and will be updating this later too:

http://portal.plus.net/supportpages.html?a=2&support_action=messages&ispservice_id=portal

Chris

aerostar

Have just checked a friends account ( he has 2 places)

on 17th at 23:18 he got an email message saying he has used up his allowance and been charged for an extra 5GB

At 23:47 he got another message saying the same and has been charged for another 5GB

On 18th at 09:49 he got another email saying he had used up 20GB allowance and charged for another 5Gb

Also cannot see any data on this months usage ! on the portal.

Plusnet_company_representative

Hi there,

We're removing or crediting the incorrect charges off before billing runs through the affected accounts, so they shouldn't get charged for any usage they didn't actually use.

Chris

owl_fan

Thanks everyone for your input on this matter. I am glad it's not just me.

aerostar

Plusnet_company_representative wrote: »

Hi there,

We're removing or crediting the incorrect charges off before billing runs through the affected accounts, so they shouldn't get charged for any usage they didn't actually use.

Chris

I would suggest that Plusnet credit the accounts as stated AND leave the extra allowance to carry forward until used.

fermi

BBC News - Plusnet investigates billing faults