topic Re: Keep saying I have an order in My Order

Keep saying I have an order

kensfishbar — Thu, 19 Jan 2023 00:39:56 GMT

This is the message in my account:

"An error has occurred

You cannot make any changes to your account while there is a phone order in progress."

I have not ordered anything in the last few months. I cannot edit my account because of the above message.

Re: Keep saying I have an order

jab1 — Thu, 19 Jan 2023 07:14:57 GMT

@kensfishbar This is a 'feature' of Plusnets semi-broken account system - for some inexplicable reason, completed 'orders' do not get closed out correctly. You can either ring in and hope the advisor you get knows which button to press to rectify this, or wait for one of the Help Team to spot this topic and do the same.

Re: Keep saying I have an order

Townman — Thu, 19 Jan 2023 11:00:10 GMT

@jab1

Much of the time, it is the absence of BTOR B2B affirmation that a change has been completed.

Re: Keep saying I have an order

jab1 — Thu, 19 Jan 2023 11:04:37 GMT

Fair enough, @Townman , but I find it strange that if this information is missing, it is so easy for the remedy to be applied. As an aside, and from memory, so I could be wrong, this situation was relatively unknown prior to the 'new, improved' accounting system being introduced.

Re: Keep saying I have an order

Gandalf — Thu, 19 Jan 2023 11:12:31 GMT

@kensfishbar - from what I can see Call Protect was stuck at a pending state in your account. As the service has already been activated and we've received the completed activation notification from our suppliers, I've manually completed the order for you on our side, so that error should have gone now.

Re: Keep saying I have an order

Townman — Thu, 19 Jan 2023 11:14:21 GMT

@jab1

There used to be a history of people navigating to the phone options/features page and finding (only then) that they could not make changes, because there was a change in progress. The majority of those issues related to things like CLI being applied.

"Enhancement" of the member centre brings a number of things to the fore which in the past one needed to look for...

Billing stats
Your Products
Estimated Connection speed
Contract status
Open tickets
... and order / account change status

Through the latter now being on the sign-in landing page, users see immediately what in the past they would only see if they went to change something.

EDIT: Cross posting with @Gandalf - sometimes BTOR B2B notifications get missed by Plusnet!!

Re: Keep saying I have an order

jab1 — Thu, 19 Jan 2023 11:16:24 GMT

Fair enough, @Townman -it's a while since I've needed to go into the member centre, as you can imagine, but @Gandalf 's post above yours kind of proves my point - I doubt the notification has 'only just' been received.