Why am i not able to make a payment online??
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Re: Why am i not able to make a payment online??
18-08-2017 1:20 PM
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Re: Why am i not able to make a payment online??
18-08-2017 6:06 PM
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I'm sure it will, although even then, I'd be surprised if it introduces the flexibility that's being asked for here
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: Why am i not able to make a payment online??
19-08-2017 7:50 AM
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There are two fairly well known conditions under which an account cannot be paid on-line, which makes the reported response from the CS agent mentions in post #13 surprising - one would have hoped that they were more aware!!
If there is no PENDING bill (for whatever reason) payments can only be made over the phone. Amongst other reasons of why a bill due might not be PENDING is if an extended period of grace for payment has been allowed - in such situations payment can only be made over the phone.
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Re: Why am i not able to make a payment online??
19-08-2017 10:56 AM - edited 19-08-2017 10:59 AM
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Thanks Townman, the 'person' that I referred to was not an agent, it was the recorded message that plays each time you ring Plusnet!
However, that seems to align with what I was told by the CSC Analyst I spoke to when paying my bill over the phone. They thought the problem I had was caused by the fact that my payment method was cheque and that allowed me a 7 day grace period in which to post my cheque to pay my bill. I presume the extra 7 days is an extended grace period and if what you say is true I would have to wit until after the 7 days has passed before I can pay online.
The CSC Analyst has requested that the cheque payment method is removed, which may hopefully resolve the problem.
It all seems a bit convoluted to me though!
Re: Why am i not able to make a payment online??
19-08-2017 11:00 AM
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@disgruntled2 wrote:
I presume the extra 7 days is an extended grace period and if what you say is true I would have to wit until after the 7 days has passed before I can pay online.
If there is an extended grace period, the payment can ONLY be made over the phone.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
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Re: Why am i not able to make a payment online??
19-08-2017 11:10 AM
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It will be interesting to see whether I will be able to pay online once (if) the cheque payment method is removed.
Thanks again
Re: Why am i not able to make a payment online??
19-08-2017 11:14 AM
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I doubt it. I did enquire in detail on this subject - if there is an extended grace period payments MUST be made over the phone.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Why am i not able to make a payment online??
19-08-2017 11:17 AM
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But if I have cheque removed as a payment option I presume that I will lose my grace period? The only other thing to do I suppose is find out what the grace period is and attempt to pay once that period has passed!
Re: Why am i not able to make a payment online??
19-08-2017 11:34 AM
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Pay by debit card online , you can even pay in front before you due day 😎
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .
Re: Why am i not able to make a payment online??
19-08-2017 11:37 AM - edited 19-08-2017 11:37 AM
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All of which makes sense!
Re: Why am i not able to make a payment online??
20-08-2017 11:17 AM
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@disgruntled2 wrote:
But if I have cheque removed as a payment option I presume that I will lose my grace period? The only other thing to do I suppose is find out what the grace period is and attempt to pay once that period has passed!
You wont lose your grace period if the payment method is changed. The grace period is 14 days you can pay it online at that point, however if you arrange an extended grace period then online payment isn't possible.
Re: Why am i not able to make a payment online??
20-08-2017 11:49 AM
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When HMRC said I owed them tax - I had to pay by Cheque or Postal Order. Insane in 2017 when you can't pay on-line, bank transfer or on the phone with a debit card, etc. So luckily I found my cheque book, and posted them a cheque. Postal Orders you have to pay for - I can't remember the last time I had to post a cheque Luckily it was not a massive amount.
Few months later I get a letter saying I was owed tax. I had to apply for it on-line, and trust me it being a four figure amount, I don't suppose any of us would hang around getting that issue sorted
Suppose I should feel lucky it wasn't the other way round, get small amount back and told I owe a much larger amount. Shouldn't tempt fate by saying that.
Still the top section of my cheque book (nearly at the end of it now), dates from 2001 - so it has lasted me a while.
Re: Why am i not able to make a payment online??
28-08-2017 10:16 AM
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I have never arranged or asked for an extended grace period so if removing the payment by cheque option doesn't affect the grace period why can I not pay online?
Re: Why am i not able to make a payment online??
30-08-2017 10:19 AM
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We can't remove the cheque payment option if there are no other active payment details on the account.
The next time your bill date comes around and you try to pay online. Can you go to www.plus.net/pay and send us a screenshot via PM of what you see when you try to pay?
Thanks
Anoush
Re: Why am i not able to make a payment online??
15-09-2017 8:38 AM
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My bill is due today ... tried to pay as you suggested and got the same message that I always get ..
Error
Sorry, An error occurred whilst processing your request.
The error has been recorded and our website team will investigate. Please try again later.
I really wish someone can sort this out ... I now usually give up and contact you to pay by phone. I won't this time until you can look into it for me and hopefully figure out the problem
Thanks
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