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Error ordering after Credit Card details taken.

mrunderhill
Dabbler
Posts: 16
Thanks: 2
Registered: 06-01-2015

Error ordering after Credit Card details taken.

Hi,

 

I tried to order a £7.50 sim.

It took all my address details, member number, phone number, Account number and sort code.  It then asked for my credit card details for the £7.50.  When I submitted them, it showed an error.

It displayed something like "insert error" (in the url).

The payment is pending on my credit card, I can't tell yet if the direct debit has been setup.

I have not received an email.

I already have broadband and a mobile sim with plusnet, not sure if this is the issue?

What's going on?

 

Many thanks.

25 REPLIES
Community Veteran
Posts: 2,826
Thanks: 153
Fixes: 2
Registered: 05-04-2007

Re: Error ordering after Credit Card details taken.

Sounds like it has gone through, with my card companies it'll come through as a transaction (maybe a day later) and that will appear on your statement.

If it's the amount you expected, then nothing to worry about. With Barclaycard it'll come up as transactions which have been authorised, then they will appear.

Moderator
Moderator
Posts: 17,191
Thanks: 883
Fixes: 101
Registered: 11-01-2008

Re: Error ordering after Credit Card details taken.

maybe use the live chat function to check they have received your order correctly?
Will Moderate For Thanks
Community Veteran
Posts: 2,826
Thanks: 153
Fixes: 2
Registered: 05-04-2007

Re: Error ordering after Credit Card details taken.

I think DD's take a couple of days to be set up.
But just double check with PN if everything is fine to put your mind at rest.

mrunderhill
Dabbler
Posts: 16
Thanks: 2
Registered: 06-01-2015

Re: Error ordering after Credit Card details taken.

Thank you for your replies.

I don't think the order has gone through.  I have not received an email.

The credit card payment has been authorised, but not yet taken.

And the submit button on the 'Chat with us' does nothing.

 

When I get home I'll have to phone up.

Community Veteran
Posts: 2,826
Thanks: 153
Fixes: 2
Registered: 05-04-2007

Re: Error ordering after Credit Card details taken.

Something has gone through or you wouldn't have noticed anything happening on your card.
Maybe a Superuser can raise this to confirm all is in order?

Moderator
Moderator
Posts: 17,191
Thanks: 883
Fixes: 101
Registered: 11-01-2008

Re: Error ordering after Credit Card details taken.

@RebekaPreston are you able to assist?

Will Moderate For Thanks
Plusnet Help Team
Plusnet Help Team
Posts: 544
Thanks: 102
Fixes: 23
Registered: 25-11-2016

Re: Error ordering after Credit Card details taken.

Hi 

I'm afraid I'm finished for the day now however, feel free to contact any other of the mobile staff and they'll be sure to help with this.

- Rebeka 

 Rebeka Preston
 Plusnet Help Team
Fudrucker
Hooked
Posts: 8
Registered: 20-04-2017

Re: Error ordering after Credit Card details taken.

I've had this happen recently, the agent I spoke to said that the order had not gone through and the money would be refunded in 5-10 working days.

 

I ended just calling the sales team, to be honest, at least then I knew it went through.

Preacherlady
Grafter
Posts: 86
Registered: 28-09-2015

Re: Error ordering after Credit Card details taken.

This happened to me today and tried  on Safari (use iMac or iPad), and a Plusnet person on live chat gave very little help after a very long wait to get reply [just said aware of technical issues!] but when put a comment on the Facebook page got a Plusnet person who suggested trying on Internet Explorer, but since could not use that I tried Firefox and Chrome both again failed and the error came up.  Then remember had a little Amazon Fire Tablet that rarely use but had to charge it up for half hour and did the order again and it worked fine!  So then got the email saying order taken.

Now hoping the SIM comes soon as want to set new phone up!  but then will have to do the porting exercise!

Preacherlady
Grafter
Posts: 86
Registered: 28-09-2015

Re: Error ordering after Credit Card details taken.

And after all the aborted attempted today I received FOUR Sim cards!  so have had long session on Live Chat to cancel and get refunds!!

mrunderhill
Dabbler
Posts: 16
Thanks: 2
Registered: 06-01-2015

Re: Error ordering after Credit Card details taken.

Thanks for all the replies.

 

I called PN yesterday, but I was told that the system was being updating and to call back.  I've not called back yet.

 

Preacherlady
Grafter
Posts: 86
Registered: 28-09-2015

Re: Error ordering after Credit Card details taken.

And today I got another SIM card so another Live Chat!!  getting silly and irritating.  hope the refunds come through correctly.

Plusnet Help Team
Plusnet Help Team
Posts: 544
Thanks: 102
Fixes: 23
Registered: 25-11-2016

Re: Error ordering after Credit Card details taken.

Hi mrunderhill!

I'm really sorry to hear about this! If you can send me a private message, I'll pick this up and help in any way I can. 

- Rebeka 

 Rebeka Preston
 Plusnet Help Team
FKAChar
Newbie
Posts: 2
Thanks: 2
Registered: 10-07-2017

Re: Error ordering after Credit Card details taken.

This problem is ongoing. I tried to place an order yesterday and it failed at the last step, so I tried again, failed again. Asked live chat whats going on, he said there is an error on the online process and he didn't know when it would be fixed.

 

Needless to say I logged in to my internet banking today and there are two pending payments!!

Not a great first impression of Plus Net at all. Will I still get paperwork etc? Does anyone know? I'll also have to cancel one of them. Such a hassle.

If they are aware of this issue why not temporarily disable online registrations until it's fixed?Huh