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Can't connect to plusnet website to pay bill.

watifeir
Hooked
Posts: 7
Thanks: 1
Registered: ‎24-03-2019

Can't connect to plusnet website to pay bill.

I've been unable to connect to the plusnet website to pay my bill. This isn't the first time this has happened. Every time I try to connect to the plusnet site and some other unrelated websites I get redirected to the following screen, which I've provided a screen capture of.

10 REPLIES 10
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,561
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Registered: ‎21-04-2017

Re: Can't connect to plusnet website to pay bill.

Hi there.

I'm sorry to see you're having issues connecting to our website while in failed payment. While we can sort that out this side, by doing so I believe that your account then won't show an outstanding balance online so you'd need to pay over the phone. As a workaround are you instead able to access your account to pay the bill using a different connection like mobile data?

If you aren't let us know and we'll remove the interruption however if I'm right it's possible while you'll then be able to access our site there won't be any option for you to pay. Sad We're always happy to take a payment over the phone though if that's the case and we can also call you back if it's easier.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
luk
Grafter
Posts: 34
Thanks: 18
Registered: ‎18-04-2013

Re: Can't connect to plusnet website to pay bill.

Does your router look like this?  Is it the same one?

 ADSL-TG582n1

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,561
Thanks: 6,059
Fixes: 1,016
Registered: ‎21-04-2017

Re: Can't connect to plusnet website to pay bill.

I think they have the Hub One and this issue seems to happen regardless of router unfortunately.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Townman
Superuser
Superuser
Posts: 16,944
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Registered: ‎22-08-2007

Re: Can't connect to plusnet website to pay bill.

@luk 

This is a connection refused, not a connection time out issue.

Similar in end result, but I suspect having markedly different causes.

watifeir
Hooked
Posts: 7
Thanks: 1
Registered: ‎24-03-2019

Re: Can't connect to plusnet website to pay bill.

I'm not able to phone at the moment because of my working hours. I'm not sure if I can be in when the helpline is actually open.

watifeir
Hooked
Posts: 7
Thanks: 1
Registered: ‎24-03-2019

Re: Can't connect to plusnet website to pay bill.

My router is a different model from the one pictured.

Townman
Superuser
Superuser
Posts: 16,944
Thanks: 7,032
Fixes: 67
Registered: ‎22-08-2007

Re: Can't connect to plusnet website to pay bill.

Can please advise of its module number and provide the results of pinging the URL to which the connection is being refused.

Are you using safe guarding? Are you using a static IP address?
watifeir
Hooked
Posts: 7
Thanks: 1
Registered: ‎24-03-2019

Re: Can't connect to plusnet website to pay bill.

I will check those things at some point later hopefully. I'm not using a static IP. All I can say for certain is  that this same problem happened the last time I missed a payment and it was resolved once I paid my bill, but it made it awkward to do so.

Townman
Superuser
Superuser
Posts: 16,944
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Registered: ‎22-08-2007

Re: Can't connect to plusnet website to pay bill.

You should see the splash screen - not seeing it implies an additional complication which needs to be understood so that you can access the payment screens. I suspect that this is a network issue but need facts please to inform discussions.
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,561
Thanks: 6,059
Fixes: 1,016
Registered: ‎21-04-2017

Re: Can't connect to plusnet website to pay bill.

Do you have access to another connection to pay your bill online as a workaround?
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team