topic Re: Error message cannot make any changes to your account while there is a phone order in progress in My Account/Billing

Error message cannot make any changes to your account while there is a phone order in progress

emac1010 — Fri, 29 Aug 2025 14:51:45 GMT

For weeks, I have been getting the error message above. I successfully inactivated voicemail at least a couple of months ago. I'm not aware of any other outstanding issue. I now want to extend my broadband + phone contract, but cannot access my account online to do so. I am not willing to wait 20 to 30 minutes for someone to answer a phone call. I'd be grateful for your assistance.

Re: Error message cannot make any changes to your account while there is a phone order in progress

jab1 — Fri, 29 Aug 2025 14:55:42 GMT

@emac1010 Hopefully, one of the Plusnet forum Help Team will spot this and sort it for you, but they are rather thin on the ground these days.

Re: Error message cannot make any changes to your account while there is a phone order in progress

Windings — Fri, 29 Aug 2025 15:17:17 GMT

@emac1010 Hi there,

Apologies you're having issues in your online account.

I've checked our system and it looks like there's a stuck call feature in the system. This will be what's causing the errors you see on your account, it will probably say something along the lines of 'there is a pending change or order on your account' which restricts you from being able to upgrade/re-contract and everything in-between. I've submitted a task to a back-end team to get this removed for you so you can have full reins on your online account again.

The usual lead times for these tasks to be completed are 3-5 working days but can sometimes be done sooner depending on the workload the back-end team has.

My advice in the meantime would be to login to your online account every day to have a check to see if you have full access.

All the best

Re: Error message cannot make any changes to your account while there is a phone order in progress

jab1 — Fri, 29 Aug 2025 15:21:21 GMT

@Windings Quick catch, Joe - thanks.

Re: Error message cannot make any changes to your account while there is a phone order in progress

emac1010 — Mon, 01 Sep 2025 14:41:28 GMT

Thank you. Access restored.