An error has occurred You cannnot make any changes to your account...

[#1]

I have been waiting for nearly a month for support to clear a banner on my account (Question #227304883):
"An error has occurred.
You cannnot make any changes to your account while there is a phone order in progress"

What has happened to Plusnet support?
When I was a customer a few years back, they were top notch, but now I really could not bring myself to recommending them

Back to my problem, I understand that only support can fix this - am I correct in my understanding?
I just have to twiddle my thumbs and wait?

[#2]

Hiya @kgibbs, 

I'm really sorry this issue has been ongoing for sometime and I can completely imagine the hassle it has caused. 

I have got this sorted, just allow 24 for hours and it will allow you to make changes through the sit. 

[#3]

Hi @SammyM - Legend!

Finally!

After 3+ weeks, you fix it for me in < 48 hours - and I can now order "stuff"

Once again, thx a bunch

[#4]

You are more than welcome  

Maybe you can tell my cats that and they would appreciate me more than the feeder and cleaner  

[#5]

Hi @SammyM 

Perhaps you can also assist me with a similar problem, I tried to use call protect on Thursday 29th but the response was sorry it is full. Having had this problem before, knowing that to clear out the system you have to remove call protect, I logged into the portal and unchecked Call Protect however the system also linked this to voicemail. I received e-mail from force9 within 10 mins stating that We've completed the changes to your Call Features. We've removed the following, Voicemail and Plusnet Call Protect stating that the Call Feature removal is complete. When I went back into the portal, I had a banner with Re: An error has occurred You cannot make any changes to your account please contact 0800etc. I did and went through to the call centre, gave the details regarding e-mail but was informed that it takes 24hrs to work and a ticket was raised we've opened Question 227990663 on your account. On Friday 30th I tried to access the portal through Firefox on my laptop and I had a problem so I rang again however as I could access the portal through my mobile. I gave them exactly the same information regarding the banner and said it is now over 24hrs since it appeared, I was informed that this was incorrect it could take 48 to 72hrs so just wait even after I explained about the confirmation e-mail, I was informed just wait.

Later yesterday afternoon I tried to login to the portal using Firefox, I have used this all the time and login using Google, FYI my laptop, Android Tablet and mobile are in Sync and have had no problems with the login in the past. The error I was receiving was and still is doing is incorrect username or password, I queried this with technical giving him all the explanation I could including details on forgot password. When I used the forgot password it returned with cannot find an account with that username, I then tried my e-mail address, that returned with cannot find an account associated with that e-mail. The operator said he would have to escalate the query as he had tried everything, he did make comment that it may be a Force9 problem and to contact them. Again, FYI I can login through Microsoft Edge but would prefer to use Firefox, and the banner is still in place today. 

Sorry for such a lengthy query but help in resolving both would be appreciated

[#6]

Hi @mort7890,

I'm really sorry to see removing call protect to re-add has turned into disaster. 

I've placed an order to enable voicemail to activate the pending call feature but will have to wait until the error's cleared in your account before I do the same for call protect. 

The error should be picked up by our billing team over the coming days. 

[#7]

Hi @Gandalf 

Many thanks for the response, however feel that having to wait for the billing team isn't an extremely good solution, not due for a bill till the 22nd with the problem occurring on the 29th.  This would make it nearly one month to correct an extremely easy problem,  switching call protect off then back on to clear the 100 blocked calls (system full) allowing more nuisance calls to be blocked. Would it not be better to allow users to clean the system without this problem occurring, saving staff time. 

[#8]

Hi @mort7890,

I agree it should be simpler, but I'm afraid I can't change the way our call protect service works. 

These type of errors are normally picked up pretty fast so we shouldn't have to wait until your bill date. 

I could manually place an order to enable call protect but I fear this will make things worse when trying to get your account updated, so I'd personally recommend we wait until the error's gone then placing the order the normal way. 

[#9]

Hi @mort7890

This should be fixed for you and call protect reactivated