topic Re: An Error has Occurred in My Account/Billing

An Error has Occurred

GBarugh — Tue, 19 Apr 2022 10:57:00 GMT

I’ve been trying for quite a while to upgrade my broadband as I’ve been offered better deals for months but still unable to access them and still paying almost £50 when I could be paying under £30! I just keep getting this message:

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.

Has anyone else had this issue? I’ve tried calling quite a few times but I’m always waiting that long that I have to give up.

Re: An Error has Occurred

Baldrick1 — Tue, 19 Apr 2022 11:41:58 GMT

@GBarugh Welcome to the forum.

This is a known problem needing a Plusnet staffer’s intervention.

Alternatively you can ring the Customer Options Team on 0800 013 2632. This number is usually answered quite quickly. If you quote the competitors price they may match it. Also if you have an old hub and ask they will offer you a new one for the cost of the P&P.

Re: An Error has Occurred

Baldrick1 — Tue, 19 Apr 2022 11:44:40 GMT

Moderators Note

This topic has been moved from ADSL Broadband to My Account

Re: An Error has Occurred

adamwalker — Wed, 20 Apr 2022 09:34:58 GMT

Hi there @GBarugh, sorry for the issue with your account, that must be frustrating. I can get to sorted out for you if you want to send me a private message along with your username.

If you like I can arrange a call from our customer options team to go through arranging a deal with you too.

Re: An Error has Occurred

rayven62 — Fri, 19 Aug 2022 17:42:35 GMT

I have same problem been like that for months been wanting to upgrade phone package only 3 months on contract so leaving plusnet

Re: An Error has Occurred

Gandalf — Tue, 23 Aug 2022 07:34:34 GMT

Hi @rayven62,

I'm really sorry to see you're having issues upgrading online. I can see that voicemail, call protect and call barring are stuck in a pending activation state so I've placed an order to activate them which should be done within an hour.

You should then be able to upgrade. Let me know if there's anything else you'd need help with.