topic Re: Account restricted in My Account/Billing

Account restricted

nat23210 — Sun, 01 Jun 2025 14:36:19 GMT

I have been trying to contact someone, My account says it’s been restricted due to non payment, I paid this bill on 13th may

Re: Account restricted

Longliner — Sun, 01 Jun 2025 15:55:39 GMT

When was the bill due to be paid? Some ISPs just disconnect if customers are late.

Re: Account restricted

nat23210 — Sun, 01 Jun 2025 16:01:40 GMT

It said on around the 12th, direct debit couldn’t be taken so I paid it manually

Re: Account restricted

Longliner — Sun, 01 Jun 2025 16:42:07 GMT

I think you should ring them to sort it out. The bill is due on a certain date, Plusnet advises me of the date and amount due, and says it will be taken by direct debit "around" a date a few days after the bill was due. I suppose the idea is to advise customers of the amount due so they can ensure the bank has the funds to pay it. Hope you can get it sorted, the PN staff are busy but in my experience do their best.

Mike

Re: Account restricted

nat23210 — Sun, 01 Jun 2025 17:30:04 GMT

Thankyou for replying on my post 😊

Re: Account restricted

Gandalf — Mon, 02 Jun 2025 13:13:19 GMT

Hey,

I've removed the restriction from your service. If you can turn your router off and on, you should be able to get back online. Sorry for what has happened.

If you re-log into the Member Centre, do you still see a restriction there or has that cleared now?

Re: Account restricted

nat23210 — Mon, 02 Jun 2025 14:19:05 GMT

It’s still saying account restricted and to pay to continue using broadband

Re: Account restricted

Gandalf — Tue, 03 Jun 2025 11:38:47 GMT

I've raised this and should be sorted within a few days.

Re: Account restricted

Gandalf — Tue, 03 Jun 2025 14:48:29 GMT

The error should be gone now, could you re-log into your account and check?

Re: Account restricted

nat23210 — Tue, 03 Jun 2025 15:03:57 GMT

Yes it has now gone, Thankyou very much for your help

Re: Account restricted

nat23210 — Tue, 10 Jun 2025 18:18:42 GMT

Hello I have another restriction on my account and I have paid the bill, would it be possible to remove the restriction please

Re: Account restricted

Gandalf — Mon, 16 Jun 2025 08:32:59 GMT

I've removed the restriction from your broadband service and I've raised a ticket to update the status in your account. I'm going to be off tomorrow for the rest of the week, but will check back next week.

(edit)

@nat23210 please could you check your Member Centre and let me know if the error's cleared?

Re: Account restricted

nat23210 — Mon, 16 Jun 2025 09:04:06 GMT

The error has gone, Thankyou very much