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Plusnet Usergroup » All Users - The Open Forum » Plusnet Customer Service Issues » Referral discount
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Author Topic: Referral discount  (Read 2648 times)
poppy

Posts: 142

« on: September 21, 2012, 02:27:55 pm »

Have had a few months where my referral discount has been lower than normal. Understandably, CS cannot tell me the reason why but I assume that it is due to late payment.  This month it is back to normal so I was wondering if the referral discount should be backdated once the customer's account is back on track? 

Force 9
Joined 03 June 2004
Phil Richardson

Posts: 992

Products Specialist

« Reply #1 on: September 22, 2012, 11:02:19 am »

Hi Poppy,

Not in the office, so cannot directly check.

Automatic redemption will depend on the way in which payment was taken for any arrears.

Standard failed payments and re-activations will, though would be a month late on your referrals. Manual payment plans are not automatic though, and would need manual adjustment (though this scenario may not always qualify for a referral, most of the time it will).

If you have any concerns, raise a ticket and ask us to check the referral tokens for any specific accounts you are referring to. We should see a nice neat list of sorted dates that do not skip any months. If they do skip, we will check why and add a token if applicable.

Phil Richardson
Plusnet Products Specialist
poppy

Posts: 142

« Reply #2 on: September 22, 2012, 11:10:24 am »

Thank you for replying.  Obviously I'm not aware of the exact problem but will keep a check.

Force 9
Joined 03 June 2004
petervaughan
Usergroup Member

Posts: 2512


« Reply #3 on: September 23, 2012, 12:02:41 am »

I've had (and still having) this problem for the past 2 YEARS! so this is not something new.

I have a long standing ticket open which is activated just after my billing date each month so they can check and pay what is outstanding each month. It is then put back on hold until the next billing occurs. This seams to be the only way they can 'fix' this.

For some unknown reason they don't seem to be able to or want to fix this very long outstanding issue.

The problem ID I was given is 67416 so quote that in any tickets.
poppy

Posts: 142

« Reply #4 on: September 23, 2012, 03:15:09 pm »

Thank you Peter.  I have opened a ticket and quoted the number.  There is also a problem of referral discounts.  Four of my referrals have Value broadband and the discount is 25p for these.  Another two also have Value and I get 50p for these.  I wonder why that is.  Please could someone explain?
« Last Edit: September 23, 2012, 03:25:31 pm by poppy »

Force 9
Joined 03 June 2004
Oldjim

Posts: 1014

« Reply #5 on: September 23, 2012, 08:05:45 pm »

The referral you get didn't change when the referral value changed so if it was Value prior to April 2010 it was 25p but after that it was 50p so it depends when they signed up
https://portal.plus.net/support/tools/referrals/referrals_discount_info.shtml?membermenu=referralvalues
https://portal.plus.net/support/tools/referrals/referrals_archive.shtml
poppy

Posts: 142

« Reply #6 on: September 24, 2012, 06:03:41 pm »

Update - sent a ticket and received a reply today.  There was an error and am being reimbursed manually.  I am not sure it is totally correct but will check later.  As Peter has said, referral discounts do need to be monitored it seems.

Force 9
Joined 03 June 2004
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