Voicemail Extra ordered - or is it?

[#1]

Last weekend I ordered, via the Home Phone Control Panel, Voicemail Extra.
The Call Features summary page is saying -

Quote

You currently have an order in progress to add call features Your call feature(s) will be added to your account on the next working day.

No confirmatory email received, and no tickets (Questions or Service Notices) referring, so I'm just wondering whether the order is actually in progress or not. 

[#2]

Hmm, no that order didn't go through. I've just placed it manually (ref OR0000002297576) and that should go through within just a few hours.

[#3]

Thanks Adam.

[#4]

No problem with the actual service, Adam - Voicemail Extra is working fine - but the ordering/billing process seems to have stalled again.
See attached screenshot.

[#5]

Hi there,
Sorry about this, I'll need to raise a task for developer intervention to get that fixed.
Just to clarify the service is there and active but the billing component on the account is broken.
Adam

[#6]

Thanks Adam.
To confirm - yes, it's working fine, and I've just successfully linked my mobile too.
It's just the billing wot's broke.

[#7]

Quote

It's just the billing wot's broke.

Sorry to tell you we'll get that sorted

[#8]

OK Adam - but there's no rush. 

[#9]

Quote from: _Adam_Walker_

Quote It's just the billing wot's broke. Sorry to tell you we'll get that sorted

I wouldn't hold your breath on this one, I made the opposite change (ie to remove voicemail extra and return to the standard product) over a year ago. Exactly the same thing happened, the billing system broke, and, 14 months on it still ain't fixed!
The temporary fix is that every month I get an automatic refund of the £3 I am still being charged for the service I no longer have. But despite numerous calls to customer services, and promises to get the tech guys to sort it, still no sign of progress. And of course it's not possible to make further changes to the services I subscribe to because I have one still 'in progress'.
Come on Plusnet - you pride yourselves (correctly most of the time) on your customer service. but 14 months to fix a billing system problem seems a bit OTT,
Jonathan Harris

[#10]

@joharris, @4C
I've fixed both of your accounts. There's more than one root cause for these issue and we will be cleaning up these features in the near future en masse whilst working on the root cause fixes.