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Cannot acknowledge failed billing

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Newbie
Posts: 7
Thanks: 4
Registered: ‎31-12-2019

Cannot acknowledge failed billing

My bill was due 2 days ago but as I don't get paid until next week it failed. Now I am getting kicked off my WiFi constantly and the failed billing page will not load so I can acknowledge and remove restrictions. I have cleared cookies etc still no luck I get connection refused and obviously if I use mobile data I just get payment page no link too acknowledge I chose plusnet for the simple reason if I had a payment delay I would have the 14 days. Please sort this out its driving me crazy.
15 REPLIES 15
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Plusnet Help Team
Plusnet Help Team
Posts: 1,723
Thanks: 175
Fixes: 75
Registered: ‎06-08-2018

Re: Cannot acknowledge failed billing

Hello @Pgled70

 

Apologies for the inconvenience this caused you, however, I can see it has now been resolved.

Please let us know if you need any further assistance.

 

Thanks.

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


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Newbie
Posts: 7
Thanks: 4
Registered: ‎31-12-2019

Re: Cannot acknowledge failed billing

Yes as i borrowed the money too pay the bill. However I don't get paid until next week and again the same has happened the page is refused so I cannot acknowledge. Ridiculous
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Plusnet Help Team
Plusnet Help Team
Posts: 1,871
Thanks: 326
Fixes: 106
Registered: ‎26-03-2018

Re: Cannot acknowledge failed billing

Hi @Pgled70,

 

I'm very sorry that this page is not loading correctly again and that this means that you are unable to acknowledge the message and remove the restrictions. I have removed the restriction from your account now and your service should be back to normal straight away.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
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Newbie
Posts: 7
Thanks: 4
Registered: ‎31-12-2019

Re: Cannot acknowledge failed billing

And again this is getting ridiculous I have enough too worry about atm losing my job without this. Please sort it.
Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 1,871
Thanks: 326
Fixes: 106
Registered: ‎26-03-2018

Re: Cannot acknowledge failed billing

Hi @Pgled70,

 

I'm very sorry that this has happened again. I've activated your account now and the service should be back to normal right away.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
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Newbie
Posts: 7
Thanks: 4
Registered: ‎31-12-2019

Re: Cannot acknowledge failed billing

And again. Please remove this will be paid on Friday when I eventually receive some money. Please sort out so we can actually acknowledge on the link that never works
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Plusnet Help Team
Plusnet Help Team
Posts: 1,723
Thanks: 175
Fixes: 75
Registered: ‎06-08-2018

Re: Cannot acknowledge failed billing

All removed for you @Pgled70. Apologies for the frustration and inconvience this caused you. 

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


Highlighted
Newbie
Posts: 7
Thanks: 4
Registered: ‎31-12-2019

Re: Cannot acknowledge failed billing

And again! Can someone please sort the link so I dont have too keep coming back here.
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Newbie
Posts: 3
Thanks: 2
Registered: ‎20-05-2020

Re: Cannot acknowledge failed billing

I've got the same problem after PN screwed up a change of DD.  Now I have a payment reminder email, but the links don't work and I can't log into my PN account on www.plus.net - it says ERR_CONNECTION_REFUSED.

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Plusnet Help Team
Plusnet Help Team
Posts: 333
Thanks: 40
Fixes: 21
Registered: ‎30-03-2020

Re: Cannot acknowledge failed billing

Hi @Pgled70 and @cassini232 you should both be able to access the internet fully and to pay your balance, please go to: plus.net/pay

 Noor
 Plusnet Help Team
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Newbie
Posts: 3
Thanks: 2
Registered: ‎20-05-2020

Re: Cannot acknowledge failed billing

Thanks for that - I've paid now.

Please explain why, when you send out a payment reminder, the first thing you do is block us from the site where we have to pay?  What's that all about?

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Plusnet Help Team
Plusnet Help Team
Posts: 333
Thanks: 40
Fixes: 21
Registered: ‎30-03-2020

Re: Cannot acknowledge failed billing

Hi there @cassini232 it isn't a restriction per say. It is called 'flash screen' where the devices that are connected to the broadband get a screen that remind you to pay your bill, the user needs to click 'I understand' or it will restrict some internet services or websites. Some users don't see the splash screen, which is where us advisors remove it for you. But the screen will appear on day 1, 5 and 10 before the full restrictions come into play on day 14 of the balance being outstanding. Hope that clears things up for you Smiley

 Noor
 Plusnet Help Team
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Newbie
Posts: 3
Thanks: 2
Registered: ‎20-05-2020

Re: Cannot acknowledge failed billing

I see.

> Some users don't see the splash screen, which is where us advisors remove it for you.

I think you should fix that bug.  And if we can't access plusnet at all (why on Earth is it included in the restrictions?) and customer services doesn't respond, how are we supposed to raise the restrictions?  It took me a while to twig that the only thing I had left was the forums.

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Aspiring Pro
Posts: 225
Thanks: 82
Fixes: 1
Registered: ‎23-09-2018

Re: Cannot acknowledge failed billing

This has been a know bug for close to 2 years ,, they are unable to fix 🤔