topic Re: Logging into a mobile account after it has been cancelled from today in Plusnet Feedback

Logging into a mobile account after it has been cancelled from today

Oldjim — Sun, 03 Sep 2017 07:14:24 GMT

Just tried to login to my wife's account to check that it has actually been cancelled and I was surprised to find that the login just sat there not saying anything about the account having been cancelled and no email advising of that either

This doesn't seem to be good communication as there was no notification at all about the pending cancellation nor whether there as any outstanding balance or charges

Re: Logging into a mobile account after it has been cancelled from today

MichaelWilliams — Sun, 03 Sep 2017 13:41:55 GMT

Thanks for the feedback, Oldjim. I'll be sure to pass this on to our team to keep in mind when making upgrades to the My Account page.

If you'd like confirmation of anything regarding the closure of the account, please drop me a Private Message and I can clear things up for you.

Re: Logging into a mobile account after it has been cancelled from today

Oldjim — Sun, 03 Sep 2017 16:56:13 GMT

PM sent

The points are that the accounts people don't seem to understand that any upcoming cancellation should be shown not only on the account page but by email to the account holder

Re: Logging into a mobile account after it has been cancelled from today

DaveyH — Sun, 03 Sep 2017 17:44:46 GMT

Pretty much standard practice from mobile providers IME.

It was the same when I left iD mobile for PN, and the same when I left Three for iD

Re: Logging into a mobile account after it has been cancelled from today

Oldjim — Sun, 17 Sep 2017 06:54:34 GMT

Just received the following email - this is really very silly

Come on - the account was cancelled and isn't accessible

We're just dropping you a line to let you know that your bill is now available to view. Simply head over to My Account and use your account number and password to log in to check on all your calls, texts and data used this month.

As your account is in credit by £0.00, we won't be taking a payment this month, and this credit will be applied to your bill.

Don't forget you can use My Account to check your current and previous bills, monitor your usage and update your details too.
Thanks,
The Plusnet Mobile Team

Re: Logging into a mobile account after it has been cancelled from today

MauriceC — Sun, 17 Sep 2017 11:43:28 GMT

Luv it @Oldjim Maybe things will improve with the new billing system. If it extends to cover mobiles?

Re: Logging into a mobile account after it has been cancelled from today

newagetraveller — Sun, 17 Sep 2017 12:21:08 GMT

I was with Lifemobile Jim, before PN took over and cancelled my account with Life not long before the takeover.

At the next two billing dates I received similar e-mails from PN. However, a PN mobile rep.on here did sort it out for me. Not received any more since then so she must have achieved the necessary.

Re: Logging into a mobile account after it has been cancelled from today

SarahStewart — Sun, 17 Sep 2017 12:43:52 GMT

Hi @Oldjim,

thanks for getting in touch.

I'm sorry to hear you're still receiving billing notifications from your closed account.

Occasionally the system will send these automated billing updates out even when the account is cancelled and the account is cleared.

If you drop me a message I can certainly look into this for you and get these notifications cancelled.

Re: Logging into a mobile account after it has been cancelled from today

Oldjim — Sun, 17 Sep 2017 13:21:33 GMT

I don't care - it just seems that the accounts system is totally screwed up

If you want to look into it you can but I can't be bothered going through the security questions to do it

Re: Logging into a mobile account after it has been cancelled from today

Townman — Thu, 05 Oct 2017 07:01:01 GMT

Maurice,

There has been no suggestion to date that the new billing system will cover mobiles - at present the billing systems are distinct.

Re: Logging into a mobile account after it has been cancelled from today

MauriceC — Thu, 05 Oct 2017 08:03:56 GMT

If you check back @Townman it was a somewhat rhetorical question and it did have a smiley attached.