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I "cannot change your Home Phone product at the moment" ?

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Pauly9
Dabbler
Posts: 24
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Registered: ‎18-10-2019

I "cannot change your Home Phone product at the moment" ?

Hi,  I don't seem to be able to change telephone call plan:

There's something we should mention...

You cannot change your Home Phone product at the moment.

 

(I was trying to decide if to stay with plusnet and do line rental saver, with daytime calls. Not decided yet -but it seems I can't change anything anyway?)

?

 

Regards Paul

15 REPLIES 15
Gandalf
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: You cannot change your Home Phone product at the moment.

Hi Paul,

Sorry for the issues with renewing. I believe I've identified the problem and I'm in the process of fixing it. 

It won't be fixed today though but it should be tomorrow, I'll let you know once it has been.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Pauly9
Dabbler
Posts: 24
Thanks: 3
Registered: ‎18-10-2019

Re: You cannot change your Home Phone product at the moment.

I'm not trying to renew.  Please do not renew anything.  I was trying to change call plan before deciding whether to do line rental saver or switch to another supplier. All I ever get is error messages. Now I get:

Your Home Phone order is currently being processed.

We will keep you updated by email and tell you once your service is ready to use.

 

Do not renew anything.

 

Thanks

 

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 23,601
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Registered: ‎21-04-2017

Re: You cannot change your Home Phone product at the moment.

As per my previous response I'm fixing the problem, I'm not renewing your contract.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 23,601
Thanks: 8,425
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Registered: ‎21-04-2017

Re: You cannot change your Home Phone product at the moment.

Fix

@Pauly9 I've fixed the issue for you now, but not without a small complication though. I've added a bit more detail onto a support ticket via your account you can view and respond to by going Here.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Pauly9
Dabbler
Posts: 24
Thanks: 3
Registered: ‎18-10-2019

Re: You cannot change your Home Phone product at the moment.

It's fixed, as far as I can tell.

Thanks

Pauly9
Dabbler
Posts: 24
Thanks: 3
Registered: ‎18-10-2019

Re: You cannot change your Home Phone product at the moment.

Now we cannot view bills:

Something's gone wrong..

Sorry, there's been a problem, but we're working hard to fix it.

Try refreshing the page, but if that doesn't work please contact us.

"

I'm trying to see the "...crediting your account with £4 towards your next bill" buy currently see no evidence. I want to make sure plusnet is only charging the £5 evenings and weekends and not £9, albeit you had to make it a £4  credit for technical reasons we didn't understand.

how do I see the bills please?

 

Thanks

 

abails0105
Plusnet Help Team
Plusnet Help Team
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Registered: ‎02-05-2017

Re: You cannot change your Home Phone product at the moment.

Thanks for getting back to us @Pauly9

 

I can confirm the £4 credit has been applied to the account for the call package and will take affect on your next invoice. Confirmation of this can be seen here. When your next invoice generates, you should be able to see the applied credit

 

Thanks

If this post resolved your issue please click the 'This fixed my problem' button
 Alice Baillie
 Plusnet Help Team
Pauly9
Dabbler
Posts: 24
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Registered: ‎18-10-2019

Re: You cannot change your Home Phone product at the moment.

Sorry but it's not correct that "Confirmation of this can be seen here.",

it simply gives:

"There was an error

We were unable to access your ticket information."

 

(Moreover the credit should also be on last invoice as well as next; we simply wanted to remove the free voicemail from the line, not change the call package - that was done by plusnet for technical reasons. Evenings and weekends is £5/month)

 

Thanks

 

Paul

abails0105
Plusnet Help Team
Plusnet Help Team
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Registered: ‎02-05-2017

Re: You cannot change your Home Phone product at the moment.

Thanks for getting back to us

 

Further information has been added to a support ticket here

For reference this has also been emailed over to yourself too so you should be able to view the response through email too

 

Thanks

If this post resolved your issue please click the 'This fixed my problem' button
 Alice Baillie
 Plusnet Help Team
Pauly9
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Posts: 24
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Registered: ‎18-10-2019

Re: You cannot change your Home Phone product at the moment.

Hi, As I said it is not possible to verify any of this as it only says:

Something's gone wrong..

Sorry, there's been a problem, but we're working hard to fix it.

Try refreshing the page, but if that doesn't work please contact us.

 

It's all such a mess I just want to verify for myself we're being charged correctly; but there's nothing but error messages.

abails0105
Plusnet Help Team
Plusnet Help Team
Posts: 802
Thanks: 108
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Registered: ‎02-05-2017

Re: You cannot change your Home Phone product at the moment.

Thanks for getting back to us

 

Do you get this error message on all different browsers? If you've only tried one browser, could you please try some other browsers and see how you get on

 

Thanks

If this post resolved your issue please click the 'This fixed my problem' button
 Alice Baillie
 Plusnet Help Team
Pauly9
Dabbler
Posts: 24
Thanks: 3
Registered: ‎18-10-2019

Re: You cannot change your Home Phone product at the moment.

I'm using the latest firefox which works well on all other websites, just not plusnet Billing.

It works fine on other parts of the plusnet site; but cannot view bills, even with all plugins and extensions disabled.

 

 

Pauly9
Dabbler
Posts: 24
Thanks: 3
Registered: ‎18-10-2019

Re: You cannot change your Home Phone product at the moment.

Somebody supposedly fixed this, but I still cannot view bills:

Something's gone wrong..

Sorry, there's been a problem, but we're working hard to fix it.

Try refreshing the page, but if that doesn't work please contact us.

 

There seems no way to actualy view the bills and verify charges since plusnet messed with the telephone product and changed it from evenings to anytime (which customer didnt want - we were only trying to cancel the free voicemail).

 

All we want to do is view the bill.  Please How?

Pauly9
Dabbler
Posts: 24
Thanks: 3
Registered: ‎18-10-2019

Re: You cannot change your Home Phone product at the moment.

 

Fixed by following suggestion  of 'Thrall' to use ‘private browsing’ / ‘incognito mode’. This is with Firefox 86.0.1.