topic Re: Unable to renew contract in My Account/Billing

Unable to renew contract

GHD — Wed, 19 Jan 2022 17:07:53 GMT

I've received the email link to renew my contract (due to expire in February), but when I try to renew I'm told 'An error has occured...You have an order that is currently being processed'

I don't have any orders AFAIK as I haven't changed anything from the day I signed up.

How do I get rid of this so I can renew?

Re: Unable to renew contract

bmc — Wed, 19 Jan 2022 18:57:06 GMT

@GHD

It's a system problem that's been seen before.

You need a staff member to pick this thread up or to phone PlusNet to get the account cleared so you can place your update order.

Brian

Re: Unable to renew contract

Mav — Wed, 19 Jan 2022 22:03:48 GMT

Moderator's note(s):

Moved from Fibre Broadband to My Account/Billing/

Re: Unable to renew contract

GHD — Thu, 20 Jan 2022 11:39:05 GMT

Thanks - is there any way to highlight this to a staff member or do we just have to hope one spots it?

Re: Unable to renew contract

jgb — Thu, 20 Jan 2022 11:47:00 GMT

@GHD

If it does not get picked up soon, you could ring the Plusnet Customer Options Team directly on 0800 013 2632. They usually answer quite quickly and should be able to make the same offer as the one you have had by email.

Re: Unable to renew contract

LaurenB — Thu, 20 Jan 2022 13:25:11 GMT

Hiya @GHD, I am sorry for the issues you are having with your account.

It looks like this error message was due to the system that handled the orders on your account. I have now made some amendments for you and updated the account, so you should now be able to make changes. Please do get back to us should you have any further queries at all.

Re: Unable to renew contract

GHD — Thu, 20 Jan 2022 16:07:01 GMT

Thanks everyone - problem resolved and contract renewed 😊

Re: Unable to renew contract

LaurenB — Thu, 20 Jan 2022 16:19:12 GMT

Thanks for the update, glad it's sorted