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An error has occured.

FIXED
mastertrancer
Newbie
Posts: 1
Registered: ‎18-07-2021

An error has occured.

Hi, my account has had the following message continually displayed since I joined Plusnet: An error has occurred

You can't change your products for the moment, you have an order which is currently being processed. Please try again later.

Consequently I'm unable to make any adjustments to my account and my current plan is due for renewal shortly. How do I go about getting this fixed?

13 REPLIES 13
TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 2,063
Thanks: 282
Fixes: 104
Registered: ‎26-03-2018

Re: An error has occured.

Fix

Hi @mastertrancer,

I'm sorry to hear that you've experienced these issues with your account. I've taken a look into this with a colleague and we've made some changes that we believe should have fixed the issue. Please could you try again and see how it goes?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
arjay
Rising Star
Posts: 89
Thanks: 44
Fixes: 1
Registered: ‎14-12-2016

Re: An error has occured.

I have the same problem

I received an email which says

Hello xxx
Account username: xxxxxxxxx
We love having you with us and wanted to let you know about the options available for you as your current contract comes to an end….

Your broadband (Unlimited Fibre) and line rental contract is coming to an end on 19th August 2021"

 

“Here is YOUR best price (in line with Ofcom guidance)

Unlimited Fibre broadband and line rental for £21.95 a month. 18 month contract. Price changes apply.

Renew my contract now”

 

I click on renew and go through the process.

“Thanks. We’re currently processing your order”

“SOMETHINGS GONE WRONG”

You can call us on 0800 432 0200

 

What makes me think when I finally get through to that number, that offer will be unavailable?? Then someone will try to talk me into signing up for a plan in excess of £21.95 a month.

I remember when a man’s word was his bond

arjay
Rising Star
Posts: 89
Thanks: 44
Fixes: 1
Registered: ‎14-12-2016

Re: An error has occured.

Well finally it worked, but how trying to have to keep trying 😩

TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 2,063
Thanks: 282
Fixes: 104
Registered: ‎26-03-2018

Re: An error has occured.

Hi @arjay,

I'm glad to hear this is working now. There's a couple of things that could have prevented it from working, but a look at the account today doesn't reveal anything specifically wrong. If something similar happens in the future, please let us know and we'll be happy to investigate further.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
arjay
Rising Star
Posts: 89
Thanks: 44
Fixes: 1
Registered: ‎14-12-2016

Re: An error has occured.

Many thanks  👍

jaderooney
Newbie
Posts: 4
Registered: ‎05-07-2021

Re: An error has occured.

My account all of a sudden has a pop up saying an error has occurred, theres currently an issue with your account meaning you cant make any changes to your services give us a call and we will see if we can help????

Tags (2)
adam945
Plusnet Help Team
Plusnet Help Team
Posts: 1,624
Thanks: 393
Fixes: 72
Registered: ‎01-12-2020

Re: An error has occured.

Hey  @jaderooney

Thanks a lot for reaching out. I've done some digging and have found that this is being caused by a discrepancy between what our system thinks is on your line, and what is actually on the line.

More specifically, our system is trying to enable Voicemail, but for whatever reason the system is unable to actually place the Openreach order. I've sorted this out to enable Voicemail on your line, as this should have been processed by default. The order should complete by the end of the day so you should be able to use your account normally by the end of the day tomorrow. Apologies for any inconvenience caused here.

 Adam
 Plusnet Help Team - Leeds
jaderooney
Newbie
Posts: 4
Registered: ‎05-07-2021

Re: An error has occured.

thankyou!
adam945
Plusnet Help Team
Plusnet Help Team
Posts: 1,624
Thanks: 393
Fixes: 72
Registered: ‎01-12-2020

Re: An error has occured.

No problem at all @jaderoon

I've just popped into the account by the way and it all appears to be sorted now.

Give us a shout if you need any further assistance at all.

 Adam
 Plusnet Help Team - Leeds
danzig
Newbie
Posts: 4
Thanks: 2
Registered: ‎04-08-2021

Re: An error has occured.

having the same issue trying to update call service and just blocked by this message

 

 

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 22,043
Thanks: 7,572
Fixes: 1,274
Registered: ‎21-04-2017

Re: An error has occured.

Thanks for your post @danzig

I've placed an order to correct this. If you check back in an hour you should find it's sorted Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
danzig
Newbie
Posts: 4
Thanks: 2
Registered: ‎04-08-2021

Re: An error has occured.

Sorted now thanks for helping with this 😁

dvorak
Moderator
Moderator
Posts: 27,024
Thanks: 5,355
Fixes: 1,339
Registered: ‎11-01-2008

Re: An error has occured.


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