topic Re: Sign up failed after paying the deposit in My Account/Billing

Sign up failed after paying the deposit

djchickyp — Mon, 20 Jul 2026 15:07:39 GMT

Hi all

Yes I was signing up for Plusnet and did all the usually such as name and all date and what package etc...
Then enter the direct debit information which was successfully submitted and then it was to make first payment via card, which I entered correctly and got notification to approve payment which all was successful and took the payment.
But then the screen went blank and I left it for many minutes and then got some sort of error.
So I rang Plusnet to see if sign-up was successful however it wasn't and was told that this deposit would be returned.
However as of yet this hasn't happened so wondering if it would be automatically refunded back to the card as it's that normal for this to happen I just don't know as this happened late Friday and it's now Monday so should I be doing anything else about getting it refunded.

Many thanks
Pamela

Re: Sign up failed after paying the deposit

pvmb — Tue, 21 Jul 2026 08:33:25 GMT

@djchickyp

"...as this happened late Friday and it's now Monday so should I be doing anything else about getting it refunded."

As it was over the weekend, I'd wait till after Monday - e.g. Today! - before checking if anything is happening.

Re: Sign up failed after paying the deposit

djchickyp — Tue, 21 Jul 2026 08:46:26 GMT

The first sign up process failed and confirmed via Plusnet over the phone and told that I would have to re submit the whole process again and that this first month payment would be refunded automatically but I have many payment that this was going to happen but ended up having to chase it up.
So I did the sign up process again which I did on the pc this time which was successfully and once again paid upfront on my card the first payment again.
So yes I'm signed up now with an installation date but still yet to have this first payment refunded.
So that where I'm upto now waiting to see what happens to this refund

Re: Sign up failed after paying the deposit

pvmb — Tue, 21 Jul 2026 08:45:20 GMT

@djchickyp

"So yes I'm signed up now with an installation date but still yet to have this first payment refunded."

Ah. It will likely be refunded now, in time, via the 'famous' Plusnet billing computer system - with its complicated ways. 🤣

Re: Sign up failed after paying the deposit

jab1 — Tue, 21 Jul 2026 08:47:29 GMT

@djchickyp Plusnets account system is a bit creaky (especially when it comes to refunds). If the first payment is not back in you bank a/c by this time next week, I suggest you call up and query it.

Re: Sign up failed after paying the deposit

djchickyp — Tue, 21 Jul 2026 08:48:07 GMT

Oh ya joking 😃 I don't like the sound of that I've many thoughts of what going to happen next

Re: Sign up failed after paying the deposit

djchickyp — Tue, 21 Jul 2026 08:50:00 GMT

So I shall give it till this following Monday and then ring them if nothing happens.

Re: Sign up failed after paying the deposit

MisterW — Tue, 21 Jul 2026 10:14:46 GMT

In this situation where the sign-up process doesn't complete fully, the card payment remains in a 'pending' status. The bank will automatically refund the transaction (usually anywhere between 1 & 5 working days dependant on the bank) if the merchant doesn't complete the transaction.

@djchickyp If you've got online access to your card account, you should be able to see the status of the transaction

Re: Sign up failed after paying the deposit

jab1 — Tue, 21 Jul 2026 10:15:27 GMT

Hadn't thought of that when I replied, @MisterW - thanks.

Re: Sign up failed after paying the deposit

djchickyp — Tue, 21 Jul 2026 10:22:23 GMT

Okey dokey I will just keep me eye on my account for the refund.
Anyway thanks for all the input