topic Re: After paying an overdue bill, how long before restricted is removed from the service? in My Account/Billing

After paying an overdue bill, how long before restricted is removed from the service?

David-A-James — Mon, 05 May 2025 20:02:01 GMT

The title says it all really ...

My service was restricted, I've now paid the overdue buill (and the balance shows as £0) - how long before the restriction is removed?

Re: After paying an overdue bill, how long before restricted is removed from the service?

Marsh — Mon, 05 May 2025 21:19:04 GMT

Hey typically after paying an overdue bill it can take up to 4 hours for the restrictions to be removed.

You may have to reboot your router if the restrictions still remain

Re: After paying an overdue bill, how long before restricted is removed from the service?

David-A-James — Tue, 06 May 2025 00:56:18 GMT

Over 5 hours now and the dashboard still says the account is retricted.

I have rebooted the router.

Re: After paying an overdue bill, how long before restricted is removed from the service?

David-A-James — Tue, 06 May 2025 15:26:17 GMT

The dashboard is still showing my account as restricted. Now at about 20 hours since I paid the overdue bill. I've just phoned Plusnet and the agetnsays he has now sent an email to the team rsponsibleand it will take 4 ro 20 hours for the restriction to be removed.

He is trying to tell me that restritions are not removed automatically and this has been delayed because I paid on a bank holiday.

I'm not impressed.

Re: After paying an overdue bill, how long before restricted is removed from the service?

Gandalf — Tue, 06 May 2025 15:58:15 GMT

Hi @David-A-James, apologies that the restrictions weren't automatically removed on this occasion when you made the payment. We've lifted them now - can you get back online?

Re: After paying an overdue bill, how long before restricted is removed from the service?

David-A-James — Tue, 06 May 2025 16:51:58 GMT

@Gandalf I'm on-line and I don't think the service is restricted, but the member centre dashboard (at https://www.plus.net/member-centre/home) still says the service is retricted and that means I cannot access some (at least) of the other pages in the member centre (for example "Manage Account" that takes me to "Billing and Payments").

Re: After paying an overdue bill, how long before restricted is removed from the service?

Gandalf — Tue, 06 May 2025 16:55:42 GMT

@David-A-James thanks for the explanation. I think this needs our ‘DBA’ team to fix, I’m off tomorrow but I’ll raise it on Thursday unless it’s sorted sooner.

Re: After paying an overdue bill, how long before restricted is removed from the service?

David-A-James — Tue, 06 May 2025 16:59:29 GMT

@Gandalf - please would you raise it today

it is ridiculous that a) the restrictions are not automatically removed everywhere when an overdue bill is paid and b) that it requires separate teams to fix it manually in different places without (I guess) any automatic workflow notifying those teams,.

Re: After paying an overdue bill, how long before restricted is removed from the service?

Gandalf — Tue, 06 May 2025 18:45:24 GMT

Apologies I wasn't at my laptop earlier, I've raised it now. Should be resolved shortly.

Re: After paying an overdue bill, how long before restricted is removed from the service?

David-A-James — Tue, 06 May 2025 21:31:34 GMT

@Gandalf Thank you for your response, but after 3 hours still the same issue ...

Re: After paying an overdue bill, how long before restricted is removed from the service?

David-A-James — Wed, 07 May 2025 13:31:32 GMT

@Gandalf and today when I try to login to the member centre, it tells me that my username and password are not correct (this is a username and password saved in my password manager, which worked yesterday), so I have reset my password and the dashboard (home page) in the member centre STILL says my account is restricted.

Re: After paying an overdue bill, how long before restricted is removed from the service?

Gandalf — Thu, 08 May 2025 08:30:31 GMT

Hey, sorry I was away from my desk yesterday.

Please could you check the Member Centre now and let me know if there are any further issues?

Re: After paying an overdue bill, how long before restricted is removed from the service?

David-A-James — Thu, 08 May 2025 21:02:18 GMT

@Gandalf Sorry for the slow reply, I've been out all day.

No, not fixed, I'm afraid - the home page (dashboard) in the member centre at https://www.plus.net/member-centre/home is still showing the box saying that that services are restricted - screenshot attached.

Re: After paying an overdue bill, how long before restricted is removed from the service?

Gandalf — Fri, 09 May 2025 10:13:08 GMT

Now that's odd. I've asked a colleague to take another look.

In the meantime, could you clear cache/cookies and try again please?

(edit)

Should be sorted now, please let me know if not though.