Plusnet phone/package issues?

grumpycrab

A neighbour is having big problems with Plusnet. Signed up with AllUKCalls package (minus 1571) in February.
1. Got cut off last weekend for 3 days because call charges had exceeded £100 (period 17/3 - 17/4); PN said calls package was changed (we haven't worked out who by) on 17/3 to include NO calls;
2. Neighbour needs phone badly and so paid up (£100+£25 "topup") and assured she was on AllUKCalls package (**we have written a letter to try and get the money back**)
3. This morning she has been cut off again; PN say call charges have exceeded £100 again since 17/4. PN cannot reconnect the line (via OpenReach) until Monday.

My questions :-
1. do PN have the right to cut off the phone to vulnerable (elderly and unwell in this case) people?
2. is it correct that the phone can only be reconnected (by OR) from Monday. (surely PN should use a soft switch in this instance)
3. anybody else known problems with being on/transferred to the wrong Calls package with PN?

teddysmum

What is the package listed as in the online account ?


They can switch off, especially as they have no proof that the user is vulnerable.


When I signed up last year, I went for the £8 calls package, but when the first bill notification was emailed it said £9 something when it should have been £8+ 99p for caller display.


Checking the account showed that the first call had been charged, so I called them and was asked if I took out the package after agreeing to the phone and broadband. My reply was that it was all done at once and the call centre person said she couldn't understand what had gone wrong, but reimbursed my bank account straight away.