topic Re: 20220429 - Contract Renewal Not showing on Account in My Account/Billing

20220429 - Contract Renewal Not showing on Account

Ginge1970 — Fri, 29 Apr 2022 00:46:12 GMT

Hello,

I have renewed my contract on 10 Apr 22 after receiving a renewal email.

I have received confirmation by email that my new 16 month contract started on 11 Apr 22.

However my new contract is not showing on my account when I log in?

I have also been billed the full amount incorrectly because of the above.

Can we investigate and sort please?

Also as I have signed up for a new contract, are you able to send me the new Hub two router please?

Look forward to a response.

Many thanks

Regards

Harvey

Re: 20220429 - Contract Renewal Not showing on Account

Townman — Sat, 30 Apr 2022 11:40:05 GMT

Hello, a warm welcome to the forums.

There is a known issue with the display of contract details on the user portal landing window in some browser / platform environments. It is under investigation.

I have seen different details displayed using the same browser in Win10 and Win11 and using different browsers in Win10.

Using MS Edge in either environment seems to deliver the correct results.

Re: 20220429 - Contract Renewal Not showing on Account

Gandalf — Mon, 02 May 2022 09:18:10 GMT

Hi Harvey,

I've had a look and can see your new contract has begun at the agreed pricing, but as Townman's mentioned it's not showing in the member centre due to a known issue we're actively working on getting to the bottom of.

Regarding a Hub Two, are you having any problems with your existing router?

Re: 20220429 - Contract Renewal Not showing on Account

Ginge1970 — Sun, 08 May 2022 23:44:00 GMT

No issues per say with hub one, but as I signed up for a new contract, an upgrade to the Hub 2 would be greatly appreciated please.

Re: 20220429 - Contract Renewal Not showing on Account

Townman — Mon, 09 May 2022 06:56:02 GMT

Update: the portal issue was resolved in the latter end of last week.

Re: 20220429 - Contract Renewal Not showing on Account

adam945 — Mon, 09 May 2022 07:14:52 GMT

Good morning @Ginge1970, thanks a lot for keeping in touch. I've just created an open ticket on the account, asking whether you'd agree to the £6.99 P&P charge for a Plusnet Hub Two.

Give me a nudge once you've responded to it and I'll be more than happy to get it processed.

Re: 20220429 - Contract Renewal Not showing on Account

Ginge1970 — Mon, 09 May 2022 10:22:49 GMT

Hi Adam,

Responded by SMS.

Please proceed with this order.

Many thanks for assisting with this.

Regards

Harvey

Re: 20220429 - Contract Renewal Not showing on Account

adam945 — Mon, 09 May 2022 12:38:38 GMT

All sorted @Ginge1970, your hub Two will be with you within the next 3-5 working days

Re: 20220429 - Contract Renewal Not showing on Account

Terranova667 — Mon, 09 May 2022 17:57:31 GMT

The Members portal is not showing correctly for me, it still very much showing my old contract for both firefox and Edge,

Re: 20220429 - Contract Renewal Not showing on Account

Townman — Mon, 09 May 2022 21:25:53 GMT

Try doing a cache refresh CTRL/F5 - it could be you have stale content in the cache. The display issue was reported to have been fixed last week.