Cannot view bill in new billing system
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Cannot view bill in new billing system
15-12-2018 1:23 PM - edited 15-12-2018 1:40 PM
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I know others have reported on this.
I went to look up my latest bill after receiving an email re my next bill is now payable.
Nothing appeared on billing screen so eventually had online chat and was informed my account was frozen due to invoicing problems. Would be sorted and I will be mailed when all is ok.
That was the middle of the week and still I cannot view my bills.
How long does it take to sort this problem out?
Well I'm blowed. Looking at other complaints I found that reports blame Firefox for this problem, nothing to do with account frozen, so I opened Edge and logged in and hey presto, up came my bill!!!
Makes one ask, who is the idiot, me or the advisor at Plusnet giving me false information!
Re: Cannot view bill in new billing system
16-12-2018 1:28 PM
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Hi @dannygog1
Thanks for getting in touch and I am sorry if you have been experiencing issues viewing your invoices.
I have reviewed your account and have responded via a ticket here
If you have any further questions feel free to get in touch.
Re: Cannot view bill in new billing system
03-02-2019 2:32 PM
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I'm having the same problem. Have been going round in circles for more than half an hour. You say you opened Edge. What is that?
Re: Cannot view bill in new billing system
03-02-2019 4:06 PM
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Hi.
I was using Firefox as a browser when the problem started.
After research I saw a lot of people having the same problem had opened a different web browser and that seemed to work.
Edge is the browser in Windows 10, took the place of Internet Explorer.
Tried it and it worked for me. Doesn't excuse the failure of PlusNet to sort the problem but it might be a stopgap.
Worth a try.
Re: Cannot view bill in new billing system
04-02-2019 10:39 AM
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Re: Cannot view bill in new billing system
04-02-2019 11:21 AM
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Yes, using Edge allowed me to see my bills where Firefox would not.
Re: Cannot view bill in new billing system
04-02-2019 11:27 AM
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Further to my last I have just tried to use Firefox again to view my bills. Still the same, will not display.
Edge does although it takes a few seconds to load.
Re: Cannot view bill in new billing system
04-02-2019 11:33 AM
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Again a further update. Firefox just released a new version which I installed a minute ago and tried PlusNet billing again.
This time it would not display bills but came up with Network Protocol error, please contact web page provider. No idea what it means but it seems to point to a clash between Firefox and PlusNet.
Re: Cannot view bill in new billing system
04-02-2019 2:53 PM
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Hi @dannygog1,
Thank you for providing us this information. As the alternative web browser, Edge, seems to be working as intended for you, I would recommend to use this when trying to access your bills.
Re: Cannot view bill in new billing system
26-02-2019 5:21 PM
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Re: Cannot view bill in new billing system
27-02-2019 9:14 AM
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Hey @Merlin,
Thanks for sharing that info with us.
I'm glad that MS edge is working for you. Rest assured the accessibility of using other web browsers is something that is been explored and we hope to have it sorted soon. For now, I would suggest using the browsers you have found work for you as a temporary solution.
Please do let us know if there is anything else we can help with.
Re: Cannot view bill in new billing system
26-07-2019 5:09 PM
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Re: Cannot view bill in new billing system
26-07-2019 5:28 PM
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Hi @Merlin
I am so sorry that this issue is still ongoing on your account. I assure you this is actively being investigated by our Incident Management Team and we will be sure to inform you as soon as a resolution is put in place.
I do apologise for any inconvenience caused in this time and if you need further assistance please let us know.
Re: Cannot view bill in new billing system
09-08-2019 11:21 AM
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Re: Cannot view bill in new billing system
09-08-2019 11:40 AM
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Thanks for getting back to us.
We’re aware that a small number of customers are still experiencing problems from our new billing system and we’re working hard to fix these legacy issues. We want to reassure those affected that may not have received a bill from us recently, we’re doing all we can to get everything back on track. We’re sorry that this isn’t the service customers have come to expect from us and give our assurance this will be sorted as soon as we can.
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