topic Re: Problems switching to full fibre in My Order

Problems switching to full fibre

Patience — Mon, 29 Aug 2022 11:12:53 GMT

I tried to switch from my current product (unlimited fibre extra with line rental) to full fibre 74, but got the following message:

We were unable start your order, this appears to be caused by the products in RBM not matching the active products on the account please confirm this and raise accordingly if this is the case.

Can anyone tell me what this means, please?

Thanks

Re: Problems switching to full fibre

Baldrick1 — Mon, 29 Aug 2022 11:16:02 GMT

Moderators Note

This topic has been moved from Broadband to My Order

Re: Problems switching to full fibre

bmc — Mon, 29 Aug 2022 11:24:30 GMT

@Patience

No idea - you'll need to wait for a staff member to pick up the thread.

Or you could try phoning the PlusNet Customer Options Team on 0800 013 2632 - remember it's a bank holiday.

Brian

Re: Problems switching to full fibre

bmc — Mon, 29 Aug 2022 11:42:16 GMT

@Patience

If you do phone do let us know what it means in case it helps someone else in the future.

Brian

Re: Problems switching to full fibre

MisterW — Tue, 30 Aug 2022 08:25:30 GMT

I believe RBM is the acronym for the billing system. The message would indicate there's a mismatch between what products are showing on the account and in the billing system

Re: Problems switching to full fibre

Patience — Thu, 01 Sep 2022 07:30:44 GMT

Hi Brian

I received this reply from a superuser:

I believe RBM is the acronym for the billing system. The message would indicate there's a mismatch between what products are showing on the account and in the billing system.

Re: Problems switching to full fibre

TheMightyAJ — Mon, 05 Sep 2022 10:51:46 GMT

Hey @Patience,

I'm very sorry to hear that you've run into this issue. This might be an issue with the account itself, but I'd recommend giving our Customer Options Team a call to see if they can put the upgrade through on their end. You can reach the team directly on 0800 013 2632 between the hours of 8AM-8PM from Monday to Friday, 9AM-7PM on Saturdays and 9AM-6PM on Sundays.

Re: Problems switching to full fibre

Patience — Sat, 10 Sep 2022 16:22:52 GMT

Hi Mighty AJ

Thanks for contacting me. I had limited time available to sort this issue so decided to just renew my existing package and forget full fibre. Even though the process of renewing my contract indicated that full fibre was available to me, days after renewing my existing package I received a message saying that full fibre was 'now available' in my area. I'll try again in 18 months' time. Thanks to you and the community for your comments and feedback

Re: Problems switching to full fibre

MisterW — Sat, 10 Sep 2022 16:49:05 GMT

@Patience there's no need to wait until your contract is up. Once you've got more time , give Customer options a call. If you upgrade to full fibre then I'm sure Plusnet Will waive any early termination fees on your current contract.