topic Re: Account restricted - can’t even access plusnet website in My Account/Billing

Account restricted - can’t even access plusnet website

adamc92 — Thu, 17 Feb 2022 20:15:35 GMT

My bill is usually paid by direct debit which comes out on the 25th. I received an email 2 days ago saying my payment was late and if I didn’t pay within 2 days my account would be restricted. I am now getting an error message on some websites saying “failed billing” and I can’t even log in to the plusnet website when using my mobile data, or if I’m connected to Wi-Fi I get an “error connection refused” message. Why is this happening? My bill usually comes out of my account on the 25th and I’ve never previously had this message. I’m also unsure as to why I’m experiencing restrictions immediately when the email stated 14 days? Any help would be appreciated as I can’t get through to plusnet support on the phone

Re: Account restricted - can’t even access plusnet website

Strat — Thu, 17 Feb 2022 20:22:22 GMT

Moderators Note
This topic has been moved from ADSL Broadband to Accounts / Billing..

Re: Account restricted - can’t even access plusnet website

adamwalker — Fri, 18 Feb 2022 12:39:10 GMT

Hi Adam, I'm really sorry about the incorrect restrictions in place on your account. I've put through a request to the right team to get that fixed for you, that should be done within the next 2 to 4 hours from now: https://www.plus.net/wizard/?p=view_question&id=222121979

Re: Account restricted - can’t even access plusnet website

adamc92 — Sat, 19 Feb 2022 09:14:54 GMT

Hi,

This hasn’t fixed the issue, I’m still having the same problems

Re: Account restricted - can’t even access plusnet website

adamwalker — Sat, 19 Feb 2022 09:27:55 GMT

Hi Adam, sorry to see this, just to check do you see an option to "continue browsing" so you can bypass the warning screen?

Re: Account restricted - can’t even access plusnet website

adamc92 — Sun, 20 Feb 2022 19:03:53 GMT

Hi,

No I don't have that option, I just have an option to reload the page and I am still receiving this message

I genuinely can't wait to move to another internet provider next month

Re: Account restricted - can’t even access plusnet website

LaurenB — Mon, 21 Feb 2022 17:51:49 GMT

Hiya @adamc92, thanks for getting back to us. I'm really sorry that you're still facing these issues and unable to bypass the restrictions your side.

I have raised a new request to our debt team to have the restrictions removed on our side for you but in the meantime, would advise to clear your browsers cookies/ cache and then try again to access a site and see if the message appears with the option to remove the restrictions.