Plusnet potentially overcharging for service number calls

Ian011

http://www.plus.net/home-broadband/tariffs/

Ofcom's new tariffs for 084, 087, 09 and 118 service numbers have 80 price points for the Service Charge (reduced from more than 300 under the old system).

Rather than simply list the 80 price points and then state that
- 084 numbers have price points up to and including 7p per call or per minute
- 087 numbers have price points up to and including 13p per call or per minute
- 09 numbers have price points up to and including £6 per call and/or £3.60 per minute
plusnet have attempted to produce separate lists for various types of numbers
- 0845 numbers
- 0870 numbers
- 118 DQ numbers
- "inform numbers" (say what?)
- PRS numbers (i.e. 09)
- non-geo numbers (presumably other 084 and 087 numbers?)

The intention appears to be to confuse the reader by overloading them with repetitive information. All 084, 087, 09 and 118 numbers use the same system. There is no need to make separate lists, especially where 0845 and 0870 are concerned.

In trying to confuse you, they have confused themselves. Many of the listed price points do not conform to the list of 80 approved price points ( http://www.icc-uk.com/NGCS-Price-Points.php ) agreed with Ofcom.


In the DQ list is...
NGCS SC73-118DQ £2.50 per minute (from the start of the call)
NGCS SC74-118DQ 5p per call plus 5p per minute (from the start of the call)
NGCS SC75-118DQ 10p per call plus 10p per minute (from the start of the call)
NGCS SC76-118DQ 40p per call plus 40p per minute (from the start of the call)
NGCS SC77-118DQ 70p per call plus 70p per minute (from the start of the call)
NGCS SC78-118DQ £1.50 per call plus £1.50 per minute (from the start of the call)
NGCS SC79-118DQ £2 per call plus £2 per minute (from the start of the call)

These should be...
NGCS SC73-118DQ £2.50 per minute (after 60 seconds)
NGCS SC74-118DQ 5p per call plus 5p per minute (after 60 seconds)
NGCS SC75-118DQ 10p per call plus 10p per minute (after 60 seconds)
NGCS SC76-118DQ 40p per call plus 40p per minute (after 60 seconds)
NGCS SC77-118DQ 70p per call plus 70p per minute (after 60 seconds)
NGCS SC78-118DQ £1.50 per call plus £1.50 per minute (after 60 seconds)
NGCS SC79-118DQ £2 per call plus £2 per minute (after 60 seconds)


These are missing from the PRS list...
NGCS SC68-PRS £3.99 per call plus £1.39 per minute (from the start of the call)
NGCS SC69-PRS £4.99 per call plus £1.35 per minute (from the start of the call)


This entry is incorrect in the PRS list...
NGCS SC80-PRS £6.98 per call plus £3.49 per minute (after 60 seconds)

It should be...
NGCS SC80-PRS £2.57 per call plus £4.45 per minute (after 60 seconds)


In the 0845 list, this entry is erroneous...
NGCS SC75-0845 10p per call plus 10p per minute (after 60 seconds)
Price points for 084 numbers cannot exceed 7p per minute or per call.


These errors were also found in these lists...
https://www.plus.net/home-broadband/tariffs/evenings-and-weekends/
https://www.plus.net/home-broadband/tariffs/anytime/
https://www.plus.net/home-broadband/tariffs/anytime-international/
https://www.plus.net/home-broadband/tariffs/line-only/


Whether these are simply errors on the price list web page, or whether this extends right the way through the billing system, remains to be seen.

Plusnet_company_representative

Hi there,

Many thanks for the level of detail you've gone in to. I've asked someone internally to take a look through these tariffs and ensure we are displaying and charging the correct amounts.

Chris

Ian011

Thanks for the reply. A single table listing all 80 price points along with an extra column indicating which number ranges (084, 087, 090, 091, 098 and 118) they each apply to would simplify the information.

Ofcom's reforms come under the banner 'simplifying non-geographic numbers'. Multiple repetitive tables duplicating the same information over and over again is anything but.

Ian011

Almost a month has passed and the issues have not been corrected.

The correct list of Service Charges can be found here:
http://www.bt.com/pricing/current/Call_Charges_boo/FrameworkImpl1350581.htm#FrameworkImpl1350581

Plusnet_company_representative

Hi again,

Sorry for not coming back sooner. We've been through that page and I believe there are a couple of updates to it ready for our next software release due later on this month.

Chris

Ian011

A separate issue can be found here:
http://www.plus.net/home-broadband/package-guides/phone

0870 and 0845 calls

Calling premium and local rate numbers (e.g. Customer service helplines, banks, TV voting shows, and travel info) can be costly.

Both Ofcom and ASA advised in 2005 that these numbers cannot be described as "local rate".

Since 13 June 2014, these numbers can no longer be used for customer service helplines.

From 26 October 2015, these numbers can no longer be used by banks and insurance companies.

TV voting shows use numbers starting 090 or 091, not those starting 084 or 087.

Ofcom's changes effective 1 July 2015 confirm that all 084, 087 and 09 numbers are premium rate. The premium paid to the benefit of the called party and their telecoms provider is separately declared as the Service Charge.