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Baffling failed payment redirect problems

alanbboyd
Dabbler
Posts: 11
Registered: 13-05-2015

Baffling failed payment redirect problems

I came home from work this evening to "the internet's not been working all day" complaints. Some websites work, some don't.
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
21 REPLIES
Superuser
Superuser
Posts: 9,517
Thanks: 868
Fixes: 53
Registered: 06-04-2007

Re: Baffling failed payment redirect problems

Have you tried disconnecting and reconnecting to see if that restores normal operation?
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.
David
alanbboyd
Dabbler
Posts: 11
Registered: 13-05-2015

Re: Baffling failed payment redirect problems

I did try rebooting my router, but it's not made any difference to the http pages, and (last time I checked) live chat was unavailable. Fortunately many (most?) things are available over SSL so I can get by for the moment, but I'm more interested in the timing of the service restriction vs payment due. A little frustrating but will pick it up in the morning.
Thanks for the suggestion anyway.
cheers
alanbboyd
Dabbler
Posts: 11
Registered: 13-05-2015

Re: Baffling failed payment redirect problems

Still no change this morning - cannot access any http web pages, being redirected to http://failed.billing.plus.net/apps/payment/failed
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?
Skynews2010
Dabbler
Posts: 15
Registered: 22-09-2015

Re: Baffling failed payment redirect problems

I have now left plusnet ,but the other day I had same problem my dd was taken out
And next day I had email saying reactived ,could it be a problem with there system which they haven't told anyone
alanbboyd
Dabbler
Posts: 11
Registered: 13-05-2015

Re: Baffling failed payment redirect problems

Thanks for the information. I called Plusnet customer services first thing this morning to report the ongoing problem. They've re-set a few things but I won't have a chance to check it until after work.
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Baffling failed payment redirect problems

It looks like this is fixed, are you ok to confirm?
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
alanbboyd
Dabbler
Posts: 11
Registered: 13-05-2015

Re: Baffling failed payment redirect problems

Thanks for getting back to me, but I'm afraid the fault is still apparent.
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
alanbboyd
Dabbler
Posts: 11
Registered: 13-05-2015

Re: Baffling failed payment redirect problems

And to add to the entertainment, Plusnet have now taken payment from me twice for the same month: once over the phone on Wednesday (because that's what you need to do to rectify the fault sir), and now again this morning by direct debit. And the fault has still not been fixed.
Rapidly losing patience....
Mich4el
Newbie
Posts: 2
Registered: 25-09-2015

Re: Baffling failed payment redirect problems

in my experience too things are evidently going  badly wrong recently with biilling  - furthermore have discovered communication between customer services and billing to be non existent....  one side is happy to acknowledge to me there isn't a problem whilst the other lives on another planet !  this has been going on for weeks ...
alanbboyd
Dabbler
Posts: 11
Registered: 13-05-2015

Re: Baffling failed payment redirect problems

That does sound familiar; when I initially reported the fault, the billing team couln't tell me if my account had been restricted, only that if I was getting a redirect to the failed payment page then it probably had been restricted.
Does anyone happen to know the likely response time for "Question" submitted via the Mamber Centre?
Ta
alanbboyd
Dabbler
Posts: 11
Registered: 13-05-2015

Re: Baffling failed payment redirect problems

Still no response from the online support, and the call waiting times on the phone helpline "are currently approaching 30 minutes".
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?
Skynews2010
Dabbler
Posts: 15
Registered: 22-09-2015

Re: Baffling failed payment redirect problems

I put a message ,and got a reply after three days
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
Skynews2010
Dabbler
Posts: 15
Registered: 22-09-2015

Re: Baffling failed payment redirect problems

Are u getting any internet
Who was you with before
alanbboyd
Dabbler
Posts: 11
Registered: 13-05-2015

Re: Baffling failed payment redirect problems

I've been able to use most things apart from http - this is getting blocked or redirected by Plusnet somewhere - which means we can't access non-SSL websites, or any of the usual streaming services (Netflix, iPlayer etc.)
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)