topic Re: Services restricted in My Account/Billing

Services restricted

Alan1612 — Thu, 03 Nov 2022 16:57:30 GMT

Services restricted again and only into day one of the 14 day period. Had the same last month. Website wouldn't work to pay until after the 14 day period so they seen fit to penalise me and charge me extra. I've clicked to remove restrictions but it's broken and won't remove them again! Can anyone help sort this out?

Re: Services restricted

Baldrick1 — Thu, 03 Nov 2022 21:05:34 GMT

Moderators Note

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

Re: Services restricted

TheMightyAJ — Sat, 05 Nov 2022 15:34:50 GMT

Hey @Alan1616,

I'm very sorry to hear that this has occurred. I've logged a request to temporarily lift the restrictions, if you encounter any further problems, please let us know and I'll be happy to assist.

Re: Services restricted

Alan1612 — Sat, 05 Nov 2022 15:50:21 GMT

Thank you very much. It's an ongoing issue most months now. Quite often we can't pay the bill within the 14 day period as the pay now button never works. Plusnet seem to think it's ok to fix that after the 14 day period so they can charge me almost double the price. In that 14 day period we can't even use the broadband as they put restrictions on the first day of the 14 day period. The remove restrictions link doesn't work either. It's beyond a joke. I have now looked into leaving the company now as plusnet don't care that they are not providing the services we signed up for.

Re: Services restricted

TheMightyAJ — Sat, 05 Nov 2022 17:24:49 GMT

I am sorry to hear that you're looking to leave due to the problems you've had with the bills. Just let me know if you have any questions about the process and I'll be happy to help out wherever I can.

Re: Services restricted

Alan1612 — Sun, 06 Nov 2022 11:15:42 GMT

Just to let you know the restrictions haven't been removed. Had they been i would have been more than happy to keep paying till my switch over date. I won't be paying for something i can't use though.

Re: Services restricted

Townman — Wed, 09 Nov 2022 12:03:15 GMT

... but you want something supplying which you have not paid for?

Payment for broadband services is due in advance** on presentation of the invoice - problems only occur where there is a presumption that there is no need to pay on time, BEFORE using the service. Plusnet is not a credit broker.

**Payment for phone calls is charged in arrears.

If a user needs to, they can adjust their payment date to one which matches their individual needs.

Re: Services restricted

TheMightyAJ — Thu, 10 Nov 2022 19:15:11 GMT

Thank you for getting back in touch @Alan1612. I've had an update today and I've logged a support ticket on the account with a further response. This can be accessed here. I would urge that you please read this as soon as possible. If you have any further queries at this stage, please let me know and I'll be happy to discuss this further.