topic Re: Restrictions on my account but bills have been paid in My Account/Billing

Restrictions on my account but bills have been paid

tripletmum — Wed, 16 Aug 2023 22:34:18 GMT

I have an error message on my account that states there is a technical issue on my account, I don’t owe any money all balance is paid on time but yet I have restrictions on my account, won’t let me stream/download anything
Error message says I don’t need to ring them as they are aware of the fault and they are trying to fix it but my kids are going nuts and it’s causing me issues now, anyone any ideas what the probable cause is, anyone had theirs issue before and is it fixable asap? Do I wait or try to contact plusnet
TIA

Re: Restrictions on my account but bills have been paid

dvorak — Thu, 17 Aug 2023 06:43:35 GMT

Moderators Note

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

Re: Restrictions on my account but bills have been paid

corringham — Thu, 17 Aug 2023 13:34:50 GMT

@tripletmum wrote:
Error message says I don’t need to ring them as they are aware of the fault and they are trying to fix it

Where do you see that error message?

Re: Restrictions on my account but bills have been paid

tripletmum — Thu, 17 Aug 2023 13:46:12 GMT

Hey thanks for responding
I see the error message on my homepage when I log in to main account

Re: Restrictions on my account but bills have been paid

tripletmum — Thu, 17 Aug 2023 13:49:36 GMT

Exact message reads as follows;

We're really sorry there's been a problem removing your restrictions.

We can confirm your balance is no longer outstanding and all your bill payments are up to date.

However, due to a technical issue your service restrictions haven't been removed.

Don't worry, there's no need to call us. We want you to be able to use your services, so we're working to sort this as fast as we can.

Re: Restrictions on my account but bills have been paid

Gandalf — Thu, 17 Aug 2023 14:19:58 GMT

Hi @tripletmum

I'm sorry to hear you're having issues getting online.

I've made a change which should remove any restrictions from your broadband service. Could you turn your router off then on and see if you can get online afterwards?

Re: Restrictions on my account but bills have been paid

MisterW — Thu, 17 Aug 2023 14:44:30 GMT

so we're working to sort this as fast as we can

Roughly translated as 'anyone know @Gandalf s number these days ?'

I know that's not true but couldn't resist it...😁

Re: Restrictions on my account but bills have been paid

jab1 — Thu, 17 Aug 2023 15:02:34 GMT

🤣🤣

Re: Restrictions on my account but bills have been paid

tripletmum — Thu, 17 Aug 2023 19:04:19 GMT

This seems to have performed the spell needed to extricate a decent signal so thank you for your timely intervention @Gandalf error still showing on main homepage but fingers crossed this will self rectify
Your time and response’s are much appreciated

Re: Restrictions on my account but bills have been paid

Gandalf — Thu, 17 Aug 2023 19:15:48 GMT

Excellent. Clearing the error message from your account page will likely need some greater magic, so I’ll see what I can do tomorrow, but at least your service works.

Re: Restrictions on my account but bills have been paid

Gandalf — Fri, 18 Aug 2023 08:10:30 GMT

Hi @tripletmum

Could you see if the error message has gone away? Let me know how it goes.

Re: Restrictions on my account but bills have been paid

tripletmum — Fri, 18 Aug 2023 08:39:44 GMT

It has thank you so much @gandalf….so glad I posted on here, you are a genius 🤌🏼

Re: Restrictions on my account but bills have been paid

Gandalf — Fri, 18 Aug 2023 09:13:05 GMT

Glad to hear that! The credit for this latest fix actually goes to our systems support (DBA) team.

Let us know if there's anything else you need help with.