Cannot view bill in new billing system
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Re: Cannot view bill in new billing system
09-09-2018 3:12 PM
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I am sure this worked for me just the other day but on trying now I get this:
Re: Cannot view bill in new billing system
09-09-2018 3:40 PM
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@Anonymous - Don't know if this is the correct solution (probably not ) but someone earlier suggested disabling a cookie call something like 'iac.plusnet' I did, and haven't had that response since.
Re: Cannot view bill in new billing system
09-09-2018 3:51 PM
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Thanks @jab1, but it may have been down to bad timing, as when I went back to look it work and I don't have that cookie set. Also, it may be down to the fact that my bill isn't due until the end of the month, so I'm not getting the full experience yet.
Re: Cannot view bill in new billing system
09-09-2018 4:02 PM
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Things seem to be getting worse again.
I am still having no luck on Chrome trying to get at Bills and Payments – just the large blank space in the centre of the web page.
On Firefox, which was OK early this morning, I now get a red error box with “Sorry, we are not able to complete this request at the moment, please try again later”; or, I get only the Bills and Payments sub-headings with no other information and with no facility to drill down to the actual bills etc., when clicking on a sub-heading; or, I get the large blank space.
Also on Firefox, in the Member Centre main page, I get a third blue information background area with the text “Your next bill is due on 01-Jan- 1970”, or, more often, the red box with “Sorry, we are not able to complete this request at the moment, please try again later”. On Chrome this area on the Members Centre main page consists of another large blank space.
As Firefox was working earlier, is this really an issue with PN’s server capacity as it is reasonable to assume that there will be more customers trying to connect now that at 0730 this morning?
Re: Cannot view bill in new billing system
09-09-2018 4:08 PM
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Works for me using Chrome, but slowly - several seconds before blank space is replaced with billing options.
Re: Cannot view bill in new billing system
09-09-2018 6:46 PM
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My God, what have PlusNet done to the online billing system?
What a complete and utter pig's breakfast!
I'm trying to investigate what the additional £12.56 call charges relate to on my phone bill.
Not only does the itemised bill take so long to load that I could go and watch a documentary about snails, but when it does eventually load, apparently I have NO billed calls. (So where has the £12.56 come from?)
Who are your project managers for this "improvement?" The same ones TSB used for their user migration? Northern Rail?
What an total failure!
Re: Cannot view bill in new billing system
09-09-2018 7:06 PM
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@Anonymous wrote:
I am sure this worked for me just the other day but on trying now I get this:...
@Anonymous,
When I saw that it rather looked as though my portal session had timed out (I believe there have been changes in that area of the portal) and I found doing a forced log out and log back in seemed to cure that message.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Cannot view bill in new billing system
09-09-2018 7:33 PM
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I just ran up the page in Edge with debug running … it calls up shedloads of resources, here's a cookie list..
name | domain | path |
_aw_m_2973 | plus.net | / |
_aw_m_2974 | plus.net | / |
_callwinid | plus.net | / |
_ga | plus.net | / |
_gid | plus.net | / |
ADRUM | plus.net | / |
AFFILIATE_ID | plus.net | / |
affwin_store | plus.net | / |
auth_realm | plus.net | / |
clientDataSettings | preferencesLastUpdated:1526980189097 | policyVersion:{"major":1 |
ecos.dt | plus.net | / |
eds | plus.net | / |
JSESSIONID | iac.plus.net | /prgatewayweb/ |
JSESSIONID | iac.plus.net | / |
LPSID-78585400 | plus.net | / |
LPVID | plus.net | / |
pn.expander | plus.net | / |
pn_actor_id | plus.net | / |
pn_actor_persist_id | plus.net | / |
pn_cookiebanner | plus.net | / |
pn_service_id | plus.net | / |
pn_session | plus.net | / |
pn_session_secret | plus.net | / |
portalcommonsession | plus.net | / |
prGatewaySESSIONID | iac.plus.net | /prgatewayweb/PRPCGateway |
signInEventStatus | plus.net | / |
storagePreferences | anonymous analytics:true | performance:true |
UTT | plus.net | / |
WT_CUSTOM | plus.net | / |
WT_FPC | plus.net | / |
WT_PENDING | plus.net | / |
The payload is very large (4+MB) and I noticed that there is a lot of static content (gifs and png files) which are not being cached. Will look at more diagnostics another time...
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Cannot view bill in new billing system
09-09-2018 7:52 PM
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Gifs, pngs, resources, cookies.....
I only want to see an itemised bill. We've been able to do that on paper since the 1980s.
Why is this proving so hard, PlusNet? You're not splitting the atom or putting a man on the moon.
If we can play a fantasy wargame with 50 other people dotted around the globe on a modern PC, we should be able to read a simple phone bill.
Re: Cannot view bill in new billing system
09-09-2018 10:37 PM
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@Townman, the Chrome debug is good too - it can provide timings for all the various components, download and decoding/execution. It isn't pretty for the new billing system - there is a lot of unnecessary stuff (for displaying a bill) going on.
Looking deeper at the scripts that are downloaded, there are large chunks of commented out code etc.
Re: Cannot view bill in new billing system
10-09-2018 8:22 AM
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@Townman, I think that may well have been the case here as I had closed* and reopened by browser by the time I'd made the second viewing.
*And when I close my browser all cookies etc are cleared by default.
Re: Cannot view bill in new billing system
10-09-2018 8:49 AM
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I can now see my bill for 09/09/18 - and the badly identified link opens perfectly in SumatraPDF, to give a perfectly understandable format. BUT I have a question - are we still supposed to have email notification, as I haven't had any, and there is nothing in 'My Questions' to indicate one has been generated.
Re: Cannot view bill in new billing system
10-09-2018 12:10 PM
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This morning, using Chrome, I went into the Member Centre (didn’t need to log in as Auto Login was enabled) and tried to view “Bills and Payments” – nothing just a blank space yet again.
I then logged off from the Member Centre and logged on again and, lo and behold, the “Bills and Payments” page worked and I could see the bills etc. Also on the Members Centre opening page the third blue information box now displayed properly.
I then enabled Auto Login and everything still seemed OK. Hopefully that has sorted it and the log out/log in procedure has cleared whatever was blocking the correct display of the “Bills and Payments” page. Or, have PN done something today?
Re: Cannot view bill in new billing system
10-09-2018 12:34 PM
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Still very flakey; can't get in at all in Firefox but got in at third attempt in Chrome!
Re: Cannot view bill in new billing system
10-09-2018 1:26 PM
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@davidj66 Yes, still flakey. On Firefox, earlier today it was working for me but now I only get the headings in the “Bills and Payments” page or a “Sorry, we are not able to complete this request at the moment, please try again later” message.
Also the third blue information box in the Member Centre page either gives a “your next bill is due on 01-Jan-1970” message, or is a red ” Sorry, we are not able to complete this request at the moment, please try again later” message!
But Chrome is still OK so far.
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