topic Questions about account and billing in My Account/Billing

Questions about account and billing

Tabbytaz82 — Sun, 05 Dec 2021 10:58:34 GMT

I am a new member of the Plusnet forums. I have a few questions reguarding my billing and my account. First of all, for some reason i am being charged for (usually) free local phone numbers. And secondly, when i go to try and change my phone options, i keep getting the, (An error has occurred

You can't change your products for the moment, you have an order which is currently being processed. Please try again later.) message. I don't think there are any outstanding orders. I hope you can help. Thanks in advance

Re: Questions about account and billing

Baldrick1 — Sun, 05 Dec 2021 12:11:20 GMT

@Tabbytaz82 Welcome to th forum.

There are two issues here.

1. Have you got a call package that includes any time calls? Local calls are no different than long distance ones. If you have an any time call package are calls exceeding an hour?

2. If the 'can't change products' notice has been there for more than a month since the last change then that is a known problem that needs rectifying by a Plusnet staffer.

Re: Questions about account and billing

Tabbytaz82 — Sun, 05 Dec 2021 22:39:22 GMT

Thank you so much for your rapid reply. I'm not too sure about what phone package i have. I did try to check via My Account, but as i am having the second problem. I tried to change plans,but can't get access to the calls plan option. Again thank you so much.

Re: Questions about account and billing

adam945 — Mon, 06 Dec 2021 12:00:56 GMT

Hello @Tabbytaz82

Thanks a lot for reaching out and welcome to our Community Forum. The call plan you're on at the moment means that you'll be charged for all outgoing calls from your landline, apart from other Plusnet landline phones.

I've now sorted out your account, so you should be able to log onto your Member Centre and choose one of our call plans that's best suited for you. bare in mind though that any changes you make will only become active on your next billing date.

Re: Questions about account and billing

Tabbytaz82 — Mon, 06 Dec 2021 15:41:44 GMT

Oh thank you ever so much for sorting that out for me. I really do appreciate it. I will sort out my call plan out right away.

Re: Questions about account and billing

adam945 — Mon, 06 Dec 2021 16:15:43 GMT

No problem at all, you enjoy the rest of your day, and let us know if you need anything else!