Account Management: An error has occurred?

[#1]

Hi @jab1 

Followed your link thank you and found the ticket, it was opened then closed immediately therefore unable to give any further information.

[#2]

Typical, unfortunately. Only thing I can suggest is that you call them tomorrow and tell 'em to get their finger out.

[#3]

Hi @jab1 

Thought I would bring you up to date, just logged in and the error is still in place. Interestingly I didn't ring them as suggested as I, rightly or wrongly, thought that as my bill was due on the 22nd November it would correct itself. It appears that because the error is still in place my account cannot be updated so I have not received my November invoice. My account does state that my last bill was 22-10-2024 and my next bill is 22-11-2024 so because of their incompetence the system cannot produce a bill. I did report the problem on my account in plenty of time, I have made comment on here so I will now wait to see how long it takes for them to correct the problem and perhaps receive some form of credit for their error when I receive my bill.

Just a Monday morning moan, sorry. 

[#4]

'No problem, @mort7890 .They clearly don't have a clue what they are doing, or have such incompetent staff they can't do anything. If you have reported it, there is nothing else you can d. So glad I escaped when I did, because if I had to put up with such incompetence I would probably get banned for my comments.

No problem - I too would be moaning - or worse.

[#5]

Hiya @mort7890

I’m sorry to hear that you’re still unable to make changes to your account after contacting our support team. I’ve escalated the issue with your bill to our operations team and I am currently awaiting a response back. These requests typically take up to 5 working days. I have opened a question on your account where I will keep you updated.

I believe the billing issue is also causing the error preventing you to make any change to your account. Once the billing issue is resolved, I’ll check back with you to ensure the account issue is also resolved.

[#6]

Hi @jab1 

Me thinks the Monday morning moan worked unless it was the mention of the fault not allowing a bill to be produced.

[#7]

Lets hope so, @mort7890 , although the banner you got on your Members Centre should never happen, it is supposed to clear once actions have completed, but for some unfathomable reason, rarely does - I've lost count, literally, of the number of times the issue has been raised.

[#8]

Hi @jab1 @Marsh 

Considering I reported this 3 weeks ago and a ticet was raised with the following comment

Our Support Team have opened Question 244578987 to track an issue on your account.

Your issue should automatically resolve please call back in a month to see if it still happening. Kind regards,

So hopefully this new ticket 244887380 will be actioned as it hasn't automatically been resolved.

[#9]

Hey @mort7890

I did see that ticket on your account it and it appears it was manually closed as far as I am aware this issue requires a manual intervention with our operations team unless are systems have been updated to correct this issue, and we were not informed of such change however the ticket I opened will not be automatically closed I will be personally dealing with the case.

[#10]

hi @jab1 @Marsh 

Just out of curiosity where did you escape to please, I know I have some time left with F9 and will have been with them for almost 25yrs but believe now that loyality has gone so perhaps it's about time I thought about moving on.

[#11]

@mort7890 It was me that escaped - to Zen.

[#12]

Hey @mort7890,

I wanted to let you know that our Operations team has resolved the issue with your bill and account. Although we discussed this over the phone, I’m leaving this comment here for anyone else who might encounter a similar issue.

[#13]

As it seems this is a common problem, just thought I'd add my similar experience still current nearly 14 days after requesting an upgrade from FTTC (with landline) to FTTP.

My main concern is that when the change happens in early January (Openreach confirmed engineer) that the quarantining of my landline number will be compromised and that a&a won't be successful capturing it for a VOIP phone.

The message above is unsettling when it persists without explanation.

[#14]

@jagey the error message essentially only allows 1 order to progress at any one time, and would disappear once the product change completes, so won't affect the porting of your phone number after the order's completed. 

[#15]

@Gandalf Unfortunately, we have seen this message not clear on a fairly large number of occasions, which the EU doesn't spot until they go into their account to make a change, and the response is 'oh dear, the automatic system has failed - again', we'll sort it, which to be fair they do, but there  appears to be a major fault with the automatic flag-clearing.

I don't think it should affect  @jagey  in this case, but...