topic Re: Account Management: An error has occurred? in My Account/Billing

Account Management: An error has occurred?

billandsilke — Wed, 23 Oct 2024 18:38:04 GMT

If I try to open the ‘My Account’ section of this website, I get the following error message. But this is not true, can we get rid of this please? Thanks.

An error has occurred. You can’t change your products for the moment, you have an order which is currently being processed. Please try again later.

Re: Account Management: An error has occurred?

jab1 — Wed, 23 Oct 2024 18:52:23 GMT

@billandsilke I'm guessing this is the first time you have visited your account since a renewal/upgrade, possibly a long while back?

You will need a staff member to sort this - the (supposedly) automatic method of clearing this message on completion of account changes is totally broken - or it could be BT's B2B system at fault. Or you could try ringing customer Support.

Whichever it is, it needs sorting, maybe one of the Help Team will spot this and perform the necessary, but you are probably best ring Customer Support - tomorrow now, as they close at 8PM.

Re: Account Management: An error has occurred?

SammyM — Thu, 24 Oct 2024 09:56:34 GMT

Hiya @billandsilke

I'm really sorry to hear you are having an issue with your account. Please allow 24 hours and try again.

Re: Account Management: An error has occurred?

jab1 — Thu, 24 Oct 2024 09:57:44 GMT

@SammyM The OPs problem is not with their phone - it is with the ongoing issue of the system not clearing account 'locks' when account changes have completed.

EDIT posted after the edit to the above post.

Re: Account Management: An error has occurred?

SammyM — Thu, 24 Oct 2024 09:57:15 GMT

I have realised my error and edited my response.

Re: Account Management: An error has occurred?

billandsilke — Thu, 24 Oct 2024 11:20:44 GMT

John

You're spot on with all of your observations. It's been a very long time since I've had a reason to login. Generally I find the navigation & functionality of the Plusnet Site a bit clunky a bit like it was designed by an amateur. However I can't fault their customer service helpline. My house was struck by lightning and they sorted out my line, router cables etc straight away with no fuss whatsoever.

Thanks for your help 👍

Re: Account Management: An error has occurred?

billandsilke — Thu, 24 Oct 2024 11:27:04 GMT

Sammy

Thanks for picking up on this so quickly, I'm impressed, I'll check again in 24hrs.

Regards

Bill.

Re: Account Management: An error has occurred?

billandsilke — Thu, 24 Oct 2024 11:48:08 GMT

@SammyM

The error has now gone, thank you for your help. 👍

Bill.

Re: Account Management: An error has occurred?

SammyM — Fri, 25 Oct 2024 12:55:23 GMT

Brill news and it's my pleasure.

Have a great weekend.

Re: Account Management: An error has occurred?

mort7890 — Tue, 05 Nov 2024 14:08:43 GMT

Hi @jab1

Since my last bill I have had the same problem, I regularly look at my account and my current contract has been operational since January 2024.

So I rang and the automated message did not recognise my mobile number, I do not have a land line now, I had to input my mobile number was then put through to an operator.

Sorry to say he was not proficient, he did not understand the phonetic alphabet and he did not listen/understand my query as follows:-

There's currently an issue with your account, meaning you can't make any changes to your services. Give us a call on 0330 123 9123 and we'll see if we can help.

I had followed this on the community and thought that it would clear automatically but no so I rang.

Eventually after trying to explain fully the above, he thought I was unable to login, he said leave it and it will clear automatically.

As the problem has been there since mid October I don't think that it will correct without a senior operative intervening.

Hopefully somewhere along the line this will be picked up and corrected as I don't think customer support can do it.

Sorry @jab1 had my moan

Re: Account Management: An error has occurred?

mort7890 — Tue, 05 Nov 2024 14:14:24 GMT

Hi @jab1

Further update, received email

Our Support Team have opened Question 244578987 to track an issue on your account.

Your issue should automatically resolve please call back in a month to see if it still happening. Kind regards,

Re: Account Management: An error has occurred?

jab1 — Tue, 05 Nov 2024 14:19:00 GMT

@mort7890 Unfortunately, it appears first-line support is in general staffed by untrained individuals. Hopefully one of the Help Team on here will pick this up and press a couple of buttons, but don't hold your breath.

EDIT, following your last post @mort7890 - as I said - total incompetence. It will not clear until someone manually sorts it.

Am I glad I left.

Re: Account Management: An error has occurred?

mort7890 — Tue, 05 Nov 2024 15:07:39 GMT

Hi @jab1

I totally agree, completely untrained which makes PN/F9 look incompetent.

Still got 15 months left on contract before I start to look for alternatves but probably won't be around if I have to hold my breath that long.

Also think it's one of those "can't be arsed at my age" unless it is really necessary and to ensure all is functioning for the other half before I pop my clogs.

Re: Account Management: An error has occurred?

mort7890 — Tue, 19 Nov 2024 17:47:45 GMT

Hi @jab1

Kept looking at my account and it is still after 2 weeks showing the same problem. I was issued a ticket number but nowhere on the site can I find it to give the incompetent F9 an update that nothing has been done. I know it states wait a month then report back if I still have a problem but if I can't find where the ticket is how do I report back.

Re: Account Management: An error has occurred?

jab1 — Tue, 19 Nov 2024 17:59:30 GMT

Hi @mort7890 I wasn't around in F9 days, so I don't know what your Members Centre looks like, but maybe if you try this link -

Plusnet Ticket Search it may work.

Re: Account Management: An error has occurred?

mort7890 — Tue, 19 Nov 2024 20:58:02 GMT

Hi @jab1

Followed your link thank you and found the ticket, it was opened then closed immediately therefore unable to give any further information.

Re: Account Management: An error has occurred?

jab1 — Tue, 19 Nov 2024 21:00:13 GMT

Typical, unfortunately. Only thing I can suggest is that you call them tomorrow and tell 'em to get their finger out.

Re: Account Management: An error has occurred?

mort7890 — Mon, 25 Nov 2024 10:56:28 GMT

Hi @jab1

Thought I would bring you up to date, just logged in and the error is still in place. Interestingly I didn't ring them as suggested as I, rightly or wrongly, thought that as my bill was due on the 22nd November it would correct itself. It appears that because the error is still in place my account cannot be updated so I have not received my November invoice. My account does state that my last bill was 22-10-2024 and my next bill is 22-11-2024 so because of their incompetence the system cannot produce a bill. I did report the problem on my account in plenty of time, I have made comment on here so I will now wait to see how long it takes for them to correct the problem and perhaps receive some form of credit for their error when I receive my bill.

Just a Monday morning moan, sorry.

Re: Account Management: An error has occurred?

jab1 — Mon, 25 Nov 2024 11:02:48 GMT

'No problem, @mort7890 .They clearly don't have a clue what they are doing, or have such incompetent staff they can't do anything. If you have reported it, there is nothing else you can d. So glad I escaped when I did, because if I had to put up with such incompetence I would probably get banned for my comments.

No problem - I too would be moaning - or worse.

Re: Account Management: An error has occurred?

Marsh — Mon, 25 Nov 2024 16:15:06 GMT

Hiya @mort7890

I’m sorry to hear that you’re still unable to make changes to your account after contacting our support team. I’ve escalated the issue with your bill to our operations team and I am currently awaiting a response back. These requests typically take up to 5 working days. I have opened a question on your account where I will keep you updated.

I believe the billing issue is also causing the error preventing you to make any change to your account. Once the billing issue is resolved, I’ll check back with you to ensure the account issue is also resolved.