topic Re: You can't change your products for the moment, you already have a product change in progress in My Account/Billing

You can't change your products for the moment, you already have a product change in progress

grdav — Mon, 28 Mar 2022 12:34:43 GMT

I signed up to a new 18 months contract on 10/03/2022, but I noticed when I login all open tickets have now been closed and the message "You can't change your products for the moment, you already have a product change in progress" is showing and the old charges are still showing rather than the new charges relating to the new 18 months contract.

Is something stuck or is the product change really still in progress

Thanks, in advance

Re: You can't change your products for the moment, you already have a product change in progress

dvorak — Mon, 28 Mar 2022 12:40:29 GMT

Moderators Note

This topic has been moved from Fibre to My Account / Billing

Re: You can't change your products for the moment, you already have a product change in progress

LaurenB — Mon, 28 Mar 2022 13:03:43 GMT

Hiya @grdav, thank you for getting in touch and also for choosing to recontract with us. We really appreciate your custom!

I am sorry for the issues with the contract and for the concern caused by this. It looks like it has just got stuck; I have provided further information about this, along with the steps I am taking to get this sorted for you here: https://www.plus.net/wizard/?p=view_question&id=223150356

If you have any further queries in the meantime, please just get back to me.

Re: You can't change your products for the moment, you already have a product change in progress

grdav — Mon, 28 Mar 2022 13:15:58 GMT

Ok, thanks @LaurenB for super quick response and new ticker; thought it was taking longer than usual 🙂

Re: You can't change your products for the moment, you already have a product change in progress

LaurenB — Mon, 28 Mar 2022 13:24:58 GMT

No worries! I'll keep you updated on the ticket whilst I get this sorted for you Hope you enjoy the rest of your day!

Re: You can't change your products for the moment, you already have a product change in progress

grdav — Thu, 31 Mar 2022 12:40:32 GMT

Hi @LaurenB that looks as I expected now 👍 thanks, I can't see the credit you've applied for March might that appear tomorrow or have I missed it 🙂

Re: You can't change your products for the moment, you already have a product change in progress

LaurenB — Thu, 31 Mar 2022 12:51:22 GMT

Thanks for getting back to me and glad all looks well your side too

The credit should go through onto the account within the next 2 or so hours and then reflect against your next bill.

If you've got any other queries at all, please just let me know!

Re: You can't change your products for the moment, you already have a product change in progress

grdav — Fri, 01 Apr 2022 09:39:43 GMT

Hi @LaurenB

I wonder if you could check whether the credit for the next bill has been applied as I've just checked in the Billing and payments section on my dashboard and the "Your balance" part is showing zero; I assume the credit would show in "Your balance" part, but I stand to be corrected 🙂

Thanks, in advance

Re: You can't change your products for the moment, you already have a product change in progress

LaurenB — Fri, 01 Apr 2022 10:09:42 GMT

Hiya @grdav, I have had a check and can see the credit has applied and shows on your unbilled items, so will reflect on the next bill I hope this helps!

Re: You can't change your products for the moment, you already have a product change in progress

djullah — Wed, 11 May 2022 19:06:17 GMT

I also have this problem and lost connection for around 24 hours recently. Please can you rectify and advise. Thanks

Re: You can't change your products for the moment, you already have a product change in progress

LaurenB — Thu, 12 May 2022 11:59:35 GMT

Hiya @djullah, thanks for getting in touch. I am really sorry for the issues with your service, it looks like you're now back up and running

I am very sorry that you too are having issues with your account online. I have taken a further look into this for you and provided more information on this issue, along with the steps I am taking to resolve here for you: https://www.plus.net/wizard/?p=view_question&id=224388984

Please just let me know if you have any further queries in the meantime.

Re: You can't change your products for the moment, you already have a product change in progress

Chaz — Mon, 15 Aug 2022 13:32:43 GMT

Hi there - I have just picked up on this happening on my account as well. I renewed my contract on 3rd July, and have been charged full price since - two lots. My account has the "You can't change your products for the moment, you already have a product change in progress" message up. Please can you resolve. Many thanks.

Re: You can't change your products for the moment, you already have a product change in progress

TheMightyAJ — Tue, 16 Aug 2022 10:07:54 GMT

Hi @Chaz,

Thanks for reaching out to us and I'm really sorry to hear that you've encountered this issue. I've had a look over the account this morning and I've raised a response via a support ticket, which can be accessed here. I hope that this helps, but just let me know if you have any further questions and I'll be happy to assist