topic Re: Changing Phone Contract in Plusnet Feedback

Changing Phone Contract

DebFrank1 — Sat, 28 Mar 2020 09:56:08 GMT

We have recently joined Plusnet and currently have the Evening and Weekend UK and mobile calls package. We were previously with Sky and had their unlimited calls package. We received an email to say we had nearly exceeded our monthly credit limit for calls a couple of days ago. To be honest we hadn't realised how much making calls during the day on the home phone was going to cost and want to upgrade to Anytime Calls. I have tried to do this online but I get the message "Unable to change service. You cannot change your products at the moment, you have an order which is currently being processed. Please try again later". As far as I am aware we do not have an order being processed. I would like to know how much it will cost to upgrade our phone package per month and whether this can be done. I appreciate that at the moment in view of the Coronavirus it might take longer than normal to get a response.

Re: Changing Phone Contract

plusnettony — Sat, 28 Mar 2020 12:43:44 GMT

Welcome to the forums.

Can you DM us your username so we can take a look?

Re: Changing Phone Contract

plusnettony — Sat, 28 Mar 2020 15:08:46 GMT

This should be sorted, but I'd advise you speak to us now so we can make an instant change. If you do it through the web site it will only process on your next invoice date.

Re: Changing Phone Contract

jgb — Sat, 28 Mar 2020 15:16:14 GMT

@plusnettony

I was not previously aware that Plusnet staff could intervene to enforce a call package change "instantly" rather than it awaiting the next billing date. In the present circumstances with seemingly many customers wanting to change call packages to "all day" ones, perhaps this could be better advertised. It would be even better if that facility could be incorporated into the web page to save staff resources which are scarcer than usual.

Re: Changing Phone Contract

DebFrank1 — Sat, 28 Mar 2020 15:18:48 GMT

Having just spoken to you I hope our problem has been resolved.

Many thanks for your help.

Regards

Debra

Re: Changing Phone Contract

plusnettony — Sat, 28 Mar 2020 15:45:50 GMT

@jgb neither was I until this morning. I'm lucky and experienced enough to have the permissions to make instant changes though, albeit, but prior to today (to my knowledge) this was just for broadband.

I wish all changes were instant but we don't have the resources to automate that change at the present time. The other problem of course is that not all agents have permissions required to do this.

@DebFrank1 Pleased it's sorted

Re: Changing Phone Contract

rvw88 — Sat, 28 Mar 2020 20:06:24 GMT

Hi , I have the identical problem but can't find out how to report it.

75 years old and my poor old brain "ain't what it used to be"

rvw88

Re: Changing Phone Contract

plusnettony — Sun, 29 Mar 2020 10:02:07 GMT

@rvw88 ... We can sort this for you, but I'm going to need to ring to go through security and take a one off fee by card to make the change instantly.

Re: Changing Phone Contract

rvw88 — Sun, 29 Mar 2020 14:07:14 GMT

Excellent Service .

A call from plusnettony and it was fixed in minutes 😁

Very many thanks @plusnettony

I want to click the "This fixed my problem" button but cant see it,🤔

Kind regards

Richard

Re: Changing Phone Contract

198kHz — Sun, 29 Mar 2020 16:38:04 GMT

@rvw88 wrote:

I want to click the "This fixed my problem" button but cant see it,🤔

That's because you piggy-backed onto an existing thread.

Only the originator can nominate the fix.

Re: Changing Phone Contract

rvw88 — Sun, 29 Mar 2020 18:29:40 GMT

Many thanks for that info.👍

Never too old to learn 😉

Re: Changing Phone Contract

198kHz — Mon, 30 Mar 2020 09:50:59 GMT

@198kHz wrote:

@rvw88 wrote:

I want to click the "This fixed my problem" button but cant see it,🤔

That's because you piggy-backed onto an existing thread.

However, you can thank/like @plusnettony 's post by clicking on the 'thumbs up' icon.

Re: Changing Phone Contract

LJJ1 — Mon, 06 Apr 2020 11:14:47 GMT

We have been trying to change our phone contract to unlimited as per many other posts. I have tried on-line but keep getting the message:

Unable to change service. You cannot change your products at the moment, you have an order which is currently being processed. Please try again later.

is there any way of changing this quickly as my mother is nearly 90 and is in self isolation at the moment. The call charges without this service are too much for her to afford.

Re: Changing Phone Contract

SammyM — Mon, 06 Apr 2020 12:17:04 GMT

Hello @LJJ1,

Thanks for getting in touch, I would be happy to help with this.

Please can you private message me a contact number for me to reach you on and I will give you a call.

Re: Changing Phone Contract

LJJ1 — Mon, 06 Apr 2020 12:47:52 GMT

Hi Sammy

please call me on

thanks

rahul

Moderator's note by Dick (Strat): Personal information removed from a public forum (to an area that staff can see).

Re: Changing Phone Contract

SammyM — Mon, 06 Apr 2020 14:02:42 GMT

Thanks for your time on the phone today I really appreciate it and I am happy we were able to clear that up for you.

Please get back to us if you need any further assistance.