Billing and payments empty

[#1]

Plusnet can only tell us what is wrong when they themselves know and of course once they know then they should, in theory, be able to provide a timescale as to when a fix can be applied. But determining what the actual use cases are when this issue occurs may well take some time, as it works for me but not others.

As a software engineer myself I know migrating from legacy code to new code is not a trivial task and can be plagued with issues we’ve seen enough stories in the news to know that. Having said that I wasn’t aware of any pre-launch user based testing on this but I’ll stand corrected if this is the case maybe @Townman or @spraxyt can answer that one.

[#2]

I do not think it really matters which browser as the problem has started since the intro of the new billing system. Even my referrals are wrong (reported elsewhere). The portal is now loading my next bill date correctly but takes ages to open the latest bill, so there must be something wrong at P/N for this to happen.

[#3]

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@Anonymous wrote:

Having said that I wasn’t aware of any pre-launch user based testing on this but I’ll stand corrected if this is the case maybe @Townman or @spraxyt can answer that one.

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Hi @Anonymous

I am not aware of any pre-launch user base testing.  What I post here is from my own observations of failure and attempts to find the precise path(s) to reproducibility.  The reality of software testing is that no matter how much implementers test a product, they are never likely to use it (or is that abuse it) quite like an end user can!

Some of the issues reported here were never likely to be found in systems testing, where the profile is very much "login and perform these steps end to end and verify that the intended results are observed".  Take a break part way through, go have a cup of coffee, read the news paper, take a dump then come back and see if it still works from where you left it … is never likely to be a test script, for that would be too much like taking a pee on company time! 

Also a high proportion of the issues reported appear to be associated with accounts in transitional states at the time of service switch over - accounts just signed up but not yet live - accounts in the process of closing.  As for others, I'm guessing that the legacy data had issues which did not cause visible problems in the old system … but now seem to have found the light of day.

In specific reference to the next billing date being 1970 and the associated subsequent failure with the billing system loading content, I suspect that the cause is more to do with the portal session state than the billing service.  The failure to load the billing module in its entirety is anyone's guess - a bad session state should not stop the code module loading - that issue I would suspect to be in the technology stack chosen to deliver the billing solution with.

[#4]

Since I disabled Connection Settings/Auto Login feature my bill displays every time.

So if you have that turned on maybe try turning it off.

[#5]

Did not have to do that previously.

[#6]

I have only just joined PN so I have only seen how it is now.

I like the bill layout and the details you can see. Better than BT's invoices which were a jumbled mess (in my opinion anyway)

[#7]

I've been a customer of PN since 2012 and now also have this problem viewing my bill.  I've tried some of your member suggestions to no effect.  I hope a moderator is monitoring this thread as:

1) Why have customers not received an email to say there is an ongoing issue?

2) I've tried to contact PN via the Chat option to be told this is not available.

3) I've tried ringing and holding on for 10 minutes listening to the recorded voice repeatedly telling me that staff are busy but doing their best to answer my call.

4) With all due respect to the members of the forum (who try out of their own good will help other PN customers) I don't think that I should have to become a member just to get a technical issue resolved. 

It appears to be coming more and more difficult to contact PN and feels like you are passing your responsibility for technical issues (which we as customers pay for help with) onto self help groups.

[#8]

There seems to be a problem with it again at the minute.

2 Hours ago it was working fine but now I'm seeing this message..

"There has been an issue; please consult your system administrator"

[#9]

2 hours...

Did you restart the browser, or did you attempt to pick up the stale session?

There appears to be an issue where the forced re-login on an expired session does not clear down all session data.  Doing a forced logout (use the link at the top of the user portal window) seems to do the job!

I have seen this issue frequently and have found that a forced clean logout fixes the issue every time.

[#10]

You are quite correct. I was still in the same browser tab. Opening in a new tab after closing the other tab and it worked.

I didn't need to close my browser (Chrome lastest 64bit)

Viewing bills on PN is a bit like starting my old MK III Escort XR3i, I would have to enable/disable the immobiliser with the ignition on then turn the ignition off and do the same, press my brake pedal and turn the ignition key on or it wouldn't start lol

[#11]

Yup!

It is evident that the billing system has a number of session connections (out with the portal?) which a "stale portal session enforced re-login" does not fully clear down.

The SUs profiled the characteristics of this, reported it and the issue has been confirmed to be unexpected behaviour arising out of expected functionality.  The issue is on the "needs a fix" list, but given that there is a practical avoidance method, I can well imagine that it is not as higher priority as some other issues.

[#12]

Least it is a known issue then and better still the workround is easy and simple to do.

Thanks for the replies.

[#13]

I have not seen a bill in the View Bills space for months; but this issue seems to have been known about for much longer. As somone else mentioned, Chat does not work. I reported it to the help desk but the issue was closed after 14 days. So that is why I have come to the Community. I am using latest Windows and Firefox browser. How can it be that +net are not all over this? Meanwhile my bank account is debited each month and I have no idea if it is correct. Does anyone have a simple fix for this problem? Thanks in anticipation.

[#14]

Hi @peter7385

Thank you for getting in touch. I'm sorry to hear that you're having trouble viewing your bills.

In order for us to correctly identify the problem could we ask you to firstly try another browser or device ? Perhaps you could try clearing your cookies and cache as everything on your account is displaying this side and is not indicating any problems.

Please do not hesitate to get back in touch if these suggestions do not resolve the issue.

Thanks,

Sophia

[#15]

Thanks for getting in touch with me. I have the same problem logging in using Safari and iPad. I had not prviously used that device to access my +net a/c. I cleared the +net cookies from my PC and logged back in. The result was the same; nothing displayed under the Bills menu.