Baffling failed payment redirect problems
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Account/Billing
- :
- Re: Baffling failed payment redirect problems
Baffling failed payment redirect problems
23-09-2015 7:34 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
After a lot of faffing about I discovered that http pages were trying (but failing) to be redirected to a Plusnet failed payment webpage; SSL pages worked fine.
Phoned Plusnet billing to find out what the problem was and all they could tell me was that if that was the message I was getting, then my direct debit payment must have failed.
I paid over the phone for the outstanding bill to get things wokring again (still not working), but having checked back through my email, I received the usual "Advance notice of your Direct Debit payment" on Monday 21st, indicating that payment would be taken on or after 24/09/2015, and it appears that service was restricted 24 hours before payment was due to be taken.
Ignoring that fact that payment wasn't due to be taken,
- I haven't received any notification from Plusnet, by email or phone, that payment had failed.
- I haven't received any notification from Plusnet, by email or phone, that the service was going to be restricted.
- having made a payment over the phone, despite assurances the service would be restored straight away, it hasn't
Is it normal working practice for service to be restricted in this way?
Thanks
Re: Baffling failed payment redirect problems
23-09-2015 7:57 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The Plusnet staff who monitor the forum won't be here now until tomorrow. However Live Chat should be available until 9pm to sort the restrictions out.
Re: Baffling failed payment redirect problems
23-09-2015 8:09 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for the suggestion anyway.
cheers
Re: Baffling failed payment redirect problems
24-09-2015 6:05 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
One other thing I didn't mention: I purchased the "static IP" add on to my account on Tuesday (22nd) - could this be a restriction on that static IP address, as opposed to my account?
Re: Baffling failed payment redirect problems
24-09-2015 9:25 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
And next day I had email saying reactived ,could it be a problem with there system which they haven't told anyone
Re: Baffling failed payment redirect problems
24-09-2015 10:57 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Baffling failed payment redirect problems
24-09-2015 6:57 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Baffling failed payment redirect problems
24-09-2015 8:55 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Following your support's suggestion (question 111443280) I've now performed a factory reset on the Plusnet router, which is again showing the default settings:
Internet Status: Connected
WAN IP Address: n.n.n.n
Broadband Username: username@plusdsl.net
Wi-Fi Network: PLUSNET-PC7FFR
This has unfortunately made no difference to the connectivity: HTTPS pages (e.g. https://www.google.co.uk/) can be accessed without any problem, but any unencrypted HTTP pages (e.g. http://www.bbc.co.uk/) are being redirected to http://failed.billing.plus.net/apps/payment/failed or simply timing out.
The same results are observed on multiple devices/operating systems, wired & wireless.
Question is currently "Awaiting support team answer".
Thanks
Re: Baffling failed payment redirect problems
25-09-2015 7:53 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Rapidly losing patience....
Re: Baffling failed payment redirect problems
25-09-2015 10:09 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Baffling failed payment redirect problems
25-09-2015 11:13 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Does anyone happen to know the likely response time for "Question" submitted via the Mamber Centre?
Ta
Re: Baffling failed payment redirect problems
25-09-2015 1:42 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The same problem has persisted for four days now, and I've been double charged for this month.
What does it take to get a response from Plusnet support?
Re: Baffling failed payment redirect problems
25-09-2015 4:00 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
But last week I didn't get a reply for seven days
Your best bet is live chat ,but all the bloke did was log that I was not happy waiting
Re: Baffling failed payment redirect problems
25-09-2015 4:01 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Who was you with before
Re: Baffling failed payment redirect problems
25-09-2015 5:53 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
It seems to have happened on the same day I paid for a static IP address, so - having tried everything else (factory reset of Plusnet router, reset of the connection by Plusnet support - the next thing Plusnet support were going to try was swapping the static IP I've been allocated for a new one, but I've had no joy with getting that done so far.
The girl I spoke to on the phone on Wednesday morning was very helpful, but that's the last contact I've had.
(I've been a Plusnet customer for a couple of years, but only just switched to fibre)
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Account/Billing
- :
- Re: Baffling failed payment redirect problems