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Been "restricted" for a while, even though balance is £0

WendyJ
Hooked
Posts: 7
Registered: ‎24-04-2020

Been "restricted" for a while, even though balance is £0

Hello,

I recently started paying my bill through Direct Debit a few months ago and since then my online Plusnet broadband account is flagged stating...

Your services have been restricted

I have been restricted before when I've been unable to pay my bill on time, yet I don't know why the restriction is still active, when that hasn't happened in a little while. I'm having trouble maintaining my online account as I keep getting redirected to the billing page even though my balance is £0 (see attached image restriction.png) I think I'm getting my rated speeds (well now anyway) of around 40Mbps (see attached image fast,com.png)  according to fast.com. Although my rated speeds on my account page is now saying between "6 - 7Mbps" (see attached image plusnet rated speeds.png). So I'm not entirely sure what's going on but it is becoming an issue now. 

 

Plusnet please help sort this issue, Thanks. 

3 REPLIES 3
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 15,708
Thanks: 585
Fixes: 161
Registered: ‎27-04-2007

Re: Been "restricted" for a while, even though balance is £0

Hi there @WendyJ I'm really sorry that there's been an issue with restrictions on your account and that speeds aren't where they should be, I'll make sure we get both sorted out. 

 

I've checked over your account and there are no restrictions in place at all, could you make sure you've deleted the cookies and temporary internet files from your browser before trying again?

 

Regarding connection speeds, line tests are reflecting the speeds you've been seeing but don't reveal any obvious causes, could you try following the checks here as your next step please? https://www.plus.net/help/broadband/connection-troubleshooting/

 

Adam

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
mrmcc76
Newbie
Posts: 4
Thanks: 1
Registered: ‎21-01-2020

Re: Been "restricted" for a while, even though balance is £0

Hello, i'm having the same problem with the services are restricted message, it appears on any browser i use, i've cleared the cookies etc.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 24,597
Thanks: 8,946
Fixes: 1,434
Registered: ‎21-04-2017

Re: Been "restricted" for a while, even though balance is £0

Hi there,

We're aware of a problem with this affecting a number of accounts, which we've logged as an incident (internal ref: IMT- 7628). I can't tell you when it'll be fixed, but I can say that this is just a website display issue and you should be able to manage your account normally as there are no actual restrictions on your account our side.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team