topic Re: Can't login to view bill in My Account/Billing

Can't login to view bill

Irene70 — Thu, 02 Mar 2023 23:04:06 GMT

I recently left Plusnet after technical issues which they were unable to resolve in a timely fashion.
I've just received an email notifying me that my latest/final bill has been processed, but I can't seem to login to view it. Maybe because I've left they closed my account. Not sure how I'm supposed to view bill in that case.
I'm able to login to Plusnet community, but not my main account. I really want to view my bill as I'm due monies back. Can anyone help?

Re: Can't login to view bill

jab1 — Fri, 03 Mar 2023 07:41:43 GMT

@Irene70 Which OS and browser are you using. If the browser is Firefox, there is a known problem with the PN Members Centre and that browser, which should be sorted in the very near future.

Re: Can't login to view bill

Anonymous — Fri, 03 Mar 2023 09:02:24 GMT

@jab1

Are people completely unable to log in to the Plusnet Members Centre using Firefox, (on I assume, Windows)?

I use Firefox, (currently v110.0.1), on Lixux Mint 21 (OS), and I don't, and haven't had, any problems with logging in.

Re: Can't login to view bill

jab1 — Fri, 03 Mar 2023 09:12:31 GMT

@Anonymous It appears so, and is possibly the same issue as mentioned in the original post in this topic, as it also affects trying to do so on tablets/phones - exactly as the first post. I have the same situation as you - no issue using Zorin OS 16.2, but Apple iPad and iPhone fail.

Not tried it on my W7 machine, but expect it to fail if I did.

Re: Can't login to view bill

Baldrick1 — Fri, 03 Mar 2023 14:36:07 GMT

@Anonymous

I have no problem logging in to my account using 110.0.1 (64 bit) version of Firefox running under Win 11.

I suspect that it's due to the account being closed.

Edit

@jab1

I can also log in on my IPad using Safari.

Re: Can't login to view bill

jab1 — Fri, 03 Mar 2023 14:37:02 GMT

@Baldrick1 Is it? - My sister could log into hers at least six months after she left PN?

Re: Can't login to view bill

jab1 — Fri, 03 Mar 2023 14:38:58 GMT

@Baldrick1 wrote:

Edit

@jab1

I can also log in on my IPad using Safari.

Don't use Safari as I don't like it, but will have a look when I've finished on another forum.

Re: Can't login to view bill

Longliner — Fri, 03 Mar 2023 14:41:50 GMT

@Irene70 As you see there are variations in Firefox displaying PN bills, for some it works, others it doesn't. I gave up on FF last year after some two years of being unable to view my bills, I had to use Chrome or IE. If you really want to check your case progress I suggest you give PN a call. The staff are very helpful with accounts queries.

Mike

Re: Can't login to view bill

Irene70 — Fri, 03 Mar 2023 20:35:30 GMT

@jab1 Hi John, I'm using Windows 10 and Chrome. I'll try the Brave browser as I have that too.

I have a sneaky suspicion I can't login due to me leaving Plusnet though.

Irene

UPDATE - no joy on the Brave browser either.

Re: Can't login to view bill

jab1 — Fri, 03 Mar 2023 20:34:53 GMT

Irene, unless PN have changed their way of working, I know my sister, who was with them for close to a year until she moved house (and ISP, on my recommendation), was still able to view her old PN account for at least 6 months afterwards, as I suggested she kept her eyes on it knowing the vagaries of their accounting 'system'.

Re: Can't login to view bill

Irene70 — Fri, 03 Mar 2023 20:37:41 GMT

@jab1 yea I think they really should have let me access my account for a while after leaving - or at least till I could look at my final bill. I know I was due compensation the the loss of service....

Irene

Re: Can't login to view bill

jab1 — Fri, 03 Mar 2023 20:39:55 GMT

@Irene70 What response do you get when trying to log in?

Re: Can't login to view bill

Irene70 — Fri, 03 Mar 2023 20:45:57 GMT

@jab1 there's a warning box that appears that informs me that my email address or password is incorrect.

When I try to choose the 'forgotten password' link, and enter my email address, there is another warning message appears stating (I've copied and pasted the text below).

There was a problem sending your email.

Please reload the page and try again

- So there's nothing much I can do as I'm going round in circles.

I'm surprised someone from PN hasn't jumped on to help?

Irene

Re: Can't login to view bill

jab1 — Fri, 03 Mar 2023 20:48:39 GMT

Is the message something like the first post in this topic: https://community.plus.net/t5/My-Account-Billing/Can-t-login-in-my-account-what-going-on/td-p/1912090 ?

Re: Can't login to view bill

Irene70 — Fri, 03 Mar 2023 20:52:55 GMT

@jab1 exactly the same! But weirdly enough, I tried again using my username as opposed to my email address...and it's let me in...how strange.

So problem solved I think.

No mention of compensation for my days down mind you.

Irene

Re: Can't login to view bill

jab1 — Fri, 03 Mar 2023 21:01:20 GMT

Glad you got in, Irene. Probably didn't like your username as that was probably deleted when the account was closed - don't know, as I still have an 'email only' account, so they have to leave my username active.

I would give them a call about any compensation you think you are owed - staff response on here is still a bit patchy/long drawn out.

Re: Can't login to view bill

Irene70 — Fri, 03 Mar 2023 21:05:26 GMT

@jab1 Yea I'll call them next week. Thanks for your help. Have a great weekend.

Irene

Re: Can't login to view bill

jab1 — Fri, 03 Mar 2023 21:06:20 GMT

No problem, and the same to you.