Billing
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- Re: Billing
Billing
14-10-2019 3:29 PM
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Re: Billing
14-10-2019 4:12 PM
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Moderators Note
This topic has been moved from General Chat to My Account / Billing.
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If it fixed it click 'This fixed my problem'
Re: Billing
14-10-2019 8:45 PM
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Thanks for getting in touch @Sr I'm sorry to see you feel that way. There is an acknowledged issue with the splash screen of the failed payment process not working correctly for a small number of customer which means that you're unable to bypass the interruptions we apply on days 1, 5 and 10 of failed billing.
This is something we're working on and taking steps to resolve however it's not going to be a quick fix.
In the meantime, I've raised a task with our infrastructure engineers to manually remove the interruption.
Apologies for the inconvenience caused.
Re: Billing
14-10-2019 8:49 PM
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Re: Billing
14-10-2019 8:51 PM
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Re: Billing
14-10-2019 8:59 PM
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I have a TV that has to be connected to the Internet at all times for security, with tge time scale you are giving the TV will be locked resulting in an engineer needed to unlock it this is going to cost are you plus net going to pay for something you have known about for sometime
Re: Billing
14-10-2019 9:03 PM
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I understand what you've said however there is nothing that we can do to remove the interruption without the intervention from our NetOps team. We'll get this resolved for you as soon as we can, thanks for your patience.
Re: Billing
14-10-2019 9:08 PM
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Re: Billing
14-10-2019 9:14 PM - edited 14-10-2019 9:14 PM
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I'm afraid we're unable to take cancellation requests via our community forums. If you'd want to cancel you'll need to call us on 0800 013 2632 although it's worth noting that if you're in contract we won't be in a position to waive any early termination fees because your contract/terms with us is to pay us when your bills are generated.
If you need to change your bill date to something more suitable I'm sure we'd be able to arrange this.
Re: Billing
14-10-2019 9:18 PM
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Re: Billing
14-10-2019 9:25 PM
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Thanks for getting back to us @Sr
Sorry if I'm missing something but I can't see where you've requested us to change your bill date? What was the date you were wanting? Bearing in mind that a direct debit payment is taken around 5 working days after the bill is generated.
Re: Billing
14-10-2019 9:30 PM
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Re: Billing
14-10-2019 9:38 PM
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OK thanks for the clarification @Sr
Could you drop me a PM when you've paid the bill and I'll be happy to call you back and get the bill date changed for you.
Re: Billing
15-10-2019 2:55 PM
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@Sr As an update the interruption has now been manually removed.
You may see this again on days 5 and 10 of failed billing, feel free to let us know if you're unable to bypass the interruption yourself if it is applied and we'll be happy to arrange this again.
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