topic Re: Been "restricted" for a while, even though balance is £0 in My Account/Billing

Been "restricted" for a while, even though balance is £0

WendyJ — Sat, 25 Jun 2022 12:37:04 GMT

Hello,

I recently started paying my bill through Direct Debit a few months ago and since then my online Plusnet broadband account is flagged stating...

Your services have been restricted

I have been restricted before when I've been unable to pay my bill on time, yet I don't know why the restriction is still active, when that hasn't happened in a little while. I'm having trouble maintaining my online account as I keep getting redirected to the billing page even though my balance is £0 (see attached image restriction.png) I think I'm getting my rated speeds (well now anyway) of around 40Mbps (see attached image fast,com.png) according to fast.com. Although my rated speeds on my account page is now saying between "6 - 7Mbps" (see attached image plusnet rated speeds.png). So I'm not entirely sure what's going on but it is becoming an issue now.

Plusnet please help sort this issue, Thanks.

Re: Been "restricted" for a while, even though balance is £0

adamwalker — Tue, 28 Jun 2022 11:32:46 GMT

Hi there @WendyJ I'm really sorry that there's been an issue with restrictions on your account and that speeds aren't where they should be, I'll make sure we get both sorted out.

I've checked over your account and there are no restrictions in place at all, could you make sure you've deleted the cookies and temporary internet files from your browser before trying again?

Regarding connection speeds, line tests are reflecting the speeds you've been seeing but don't reveal any obvious causes, could you try following the checks here as your next step please? https://www.plus.net/help/broadband/connection-troubleshooting/

Adam

Re: Been "restricted" for a while, even though balance is £0

mrmcc76 — Tue, 28 Jun 2022 20:41:13 GMT

Hello, i'm having the same problem with the services are restricted message, it appears on any browser i use, i've cleared the cookies etc.

Re: Been "restricted" for a while, even though balance is £0

Gandalf — Fri, 01 Jul 2022 12:58:52 GMT

Hi there,

We're aware of a problem with this affecting a number of accounts, which we've logged as an incident (internal ref: IMT- 7628). I can't tell you when it'll be fixed, but I can say that this is just a website display issue and you should be able to manage your account normally as there are no actual restrictions on your account our side.

Re: Been "restricted" for a while, even though balance is £0

mrmcc76 — Mon, 03 Oct 2022 02:38:03 GMT

Hi i'm still getting the same error message, only now it wont let me change anything on my account, for example i was looking to see what call packages where available but it wont let me as it says i need to make a payment etc, my balance is 0,

Re: Been "restricted" for a while, even though balance is £0

TheMightyAJ — Mon, 03 Oct 2022 10:53:45 GMT

Hi @mrmcc76,

I am very sorry to hear that you've not been able to change the call packages online. If you're interested in changing your plan and have questions about what the plans offer then I'd be happy to assist

Re: Been "restricted" for a while, even though balance is £0

ieatlegobricks — Tue, 11 Oct 2022 11:29:33 GMT

ive had this issue for months now, and cant do anthing on my account due to the restrictions.Would be nice to see how much it would be to upgrade to full fibre in my account.

Re: Been "restricted" for a while, even though balance is £0

jab1 — Tue, 11 Oct 2022 11:37:16 GMT

@ieatlegobricks Unfortunately, this is an ongoing issue for anyone who re-contracts/makes a change to their services - even though the change is actioned, the broken accounting system fails to recognise this and doesn't remove the original - valid - block.

Hopefully,one of the Help Team will spot this and manually correct the error. If not, try ringing in, but be prepared for a long wait, or the chance that you get an agent who is not aware of this, and therefore 'unable' to correct it.

Re: Been "restricted" for a while, even though balance is £0

Gandalf — Tue, 11 Oct 2022 11:37:25 GMT

Hi @ieatlegobricks,

I'm really sorry that this error is stopping you from making changes.

Can I arrange for one of my colleagues to call you back to have a chat about what we can offer you for full fibre?

If needed we can create a new account for you to get around the issue.

Re: Been "restricted" for a while, even though balance is £0

jab1 — Tue, 11 Oct 2022 11:39:13 GMT

@Gandalf Surely the 'new account' route shouldn't be necessary if the accounts system is working as it used to?

Re: Been "restricted" for a while, even though balance is £0

Gandalf — Tue, 11 Oct 2022 11:49:25 GMT

@jab1, there is a problem affecting a small number of accounts where they're seeing a restricted error. It's logged under ref IMT-7628 and we don't have a fix so all we can currently do is workaround the issue by creating a new account. Unfortunately I can't do anything to influence this problem or change the way our systems work.

Re: Been "restricted" for a while, even though balance is £0

jab1 — Tue, 11 Oct 2022 11:51:25 GMT

@Gandalf I was not getting at you, I know you do your best. However, I have noticed somewhat more than a 'few' of these issues, coinciding, if my memory serves, with the 'new, improved' accounting system (of some age, now). Surely a company of Plusnets size employs computer-literate programmers?

Re: Been "restricted" for a while, even though balance is £0

Gandalf — Tue, 11 Oct 2022 12:14:37 GMT

@jab1, No worries, due to the way our systems work it's not an easy fix so the investigation's taking a while. Additionally there are other things the same team's working on, which are of greater priorities, especially as there's a workaround for this particular issue and genuinely does seem like a very small number of accounts affected.

Re: Been "restricted" for a while, even though balance is £0

ieatlegobricks — Tue, 11 Oct 2022 13:54:18 GMT

i would like to see what prices are on my account before i get any 'offers' over the phone. What worries me is this issue was raised 4 months ago and there still isnt a fix in place for it. i have already contacted plusnet over the phone and was told they would get back to me, which never happens with any issue i have raised.

Re: Been "restricted" for a while, even though balance is £0

ieatlegobricks — Tue, 11 Oct 2022 13:59:03 GMT

Probably why i havent had a call or email back yet, could of at least let me know they were unable to fix it. seems like this issue was raised a while ago and there still no interested in fixing it

Re: Been "restricted" for a while, even though balance is £0

Gandalf — Tue, 11 Oct 2022 14:10:19 GMT

@ieatlegobricks I'm sorry to see we haven't got back to you about this issue.

I'm afraid that there's nothing anybody in the contact centre can do to manually fix this.

The delay is due to what I've mentioned in my post above here https://community.plus.net/t5/My-Account-Billing/Been-quot-restricted-quot-for-a-while-even-though-balance-is-0/m-p/1892228/highlight/true#M62903

If you'd want we can create a new account for you on the same service you have at the moment, then that way you'd be able took at the online offers for full fibre. Drop me a private message with your phone number and when you'll be available for a call if you'd like to go ahead and I'll ask one of my colleagues to call you back.

Re: Been "restricted" for a while, even though balance is £0

ieatlegobricks — Tue, 11 Oct 2022 14:34:14 GMT

So what your saying is they do know about this issue and have done for some time but not willing to fix it? if thats the case i will probably switch providers when my contract is up as im wanting to upgrade to full fibre anyway

Re: Been "restricted" for a while, even though balance is £0

Gandalf — Tue, 11 Oct 2022 14:58:29 GMT

@ieatlegobricks,

It's not a case of flicking a switch to fix as due to the way our systems work it'll need a detailed investigation.

I'm still happy to arrange one of my colleagues to call you back to upgrade to full fibre? Let me know if you'd like to take me up on this. You won't need to wait until your contract ends.

Re: Been "restricted" for a while, even though balance is £0

ieatlegobricks — Tue, 11 Oct 2022 15:32:08 GMT

I understand that but it should not take over 4months to fix a simple backend account issue. I have just got off the phone with and they said they would raise it with the team leader at the next meeting, also requested a call back from there team leader. Billing/account team refreshed my account and apparently found the issue and to try login in a hour. I'll keep u updated

Re: Been "restricted" for a while, even though balance is £0

Gandalf — Tue, 11 Oct 2022 15:37:32 GMT

@ieatlegobricks

No worries, I do understand it shouldn't take this long but it's a complex problem. I just want to set some expectations with you here that I don't believe there's anything a team leader can do to fix the issue.

Additionally I would be highly surprised if refreshing the component on your account will help because the issue's technically not with your account our side, but the member centre on our website but let me know how you get on.