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Cannot view bill in new billing system

Superuser
Superuser
Posts: 9,918
Thanks: 1,262
Fixes: 71
Registered: ‎06-04-2007

Re: Thanks for visiting, we'll be back soon

Inevitably there could be some very rough edges at the moment and lot of customers are probably trying to log in.

Patience is needed I think.

David
jab1
Champion
Posts: 2,234
Thanks: 595
Fixes: 9
Registered: ‎24-02-2012

Re: Thanks for visiting, we'll be back soon

@spraxyt As my bill isn't due for a week, I won't be looking at the 'account/bills bit until at least a week Tuesday.

John
Superuser
Superuser
Posts: 9,918
Thanks: 1,262
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Registered: ‎06-04-2007

Re: Thanks for visiting, we'll be back soon

That's a very realistic approach. Thumbs Up

David
Plusnet Help Team
Plusnet Help Team
Posts: 228
Thanks: 29
Fixes: 14
Registered: ‎06-08-2018

Re: Billing system gone to pot?

Hi @silentbazz

 

Thank you for contacting us regarding your invoice query.

 

I am sorry for the lack of communication regarding your invoice and fully understand how frustrating this has been for you.

Once the maintenance on our website is complete we will be able to investigate this further with you and outline full details of your complete invoice.

 

I do apologise for this and if you have any further questions feel free to ask.

 

Regards,

- Warwick

 

If this post resolved your issue please click the 'This fixed my problem' button
 Warwick
 Plusnet Help Team
corringham
Pro
Posts: 207
Thanks: 111
Fixes: 2
Registered: ‎25-09-2015

Re: Thanks for visiting, we'll be back soon

"Inevitably"! What? I've been working in the IT business for nearly 40 years, and there should not be any "very rough edges". Most companies (with the notable exception of TSB!) manage upgrades without customers even noticing. Plusnet's systems came back >24 hours behind schedule, and don't actually work. Lots of pages result in server errors, and it still isn't possible to view any account information. Not good.

flanzm
Rising Star
Posts: 74
Thanks: 33
Fixes: 4
Registered: ‎20-04-2016

Re: Thanks for visiting, we'll be back soon

Completely agree.  I really hope that's there now isn't anything like the final solution, the new billing pages feel like they've just been gaffer taped into the existing site structure - just feels and looks horrible.

 

This should all of been staged offline, the data migrated across through a slick well rehearsed process without customers being aware that it was going on.

iag
Newbie
Posts: 2
Thanks: 4
Registered: ‎02-09-2018

Cannot view bill in new billing system

New billing systems looks to be broken.

I go to "View your bills" and can select the date of the bill (I've tried a few) - but it doesn't display anything.

Same result via Firefox or Chrome.

Anyone else having similar problems?

flanzm
Rising Star
Posts: 74
Thanks: 33
Fixes: 4
Registered: ‎20-04-2016

Re: Cannot view bill in new billing system

Yep it's still broken - has been out for most of the day.  

Moderator
Moderator
Posts: 27,326
Thanks: 1,890
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Registered: ‎14-04-2007

Re: Cannot view bill in new billing system

This may help https://plusnet.servicestatus.net

Customer and Forum Moderator. Windows 10 Firefox 63.0.3 (64-bit)

Superuser
Superuser
Posts: 13,038
Thanks: 4,332
Fixes: 26
Registered: ‎22-08-2007

Re: Thanks for visiting, we'll be back soon

@corringham

“>24 hours after expected...

Where did you see that expectation set?

I am sure that with all the experience you have in IT you’ll recognise that no matter how well something as big as this has been rehearsed, doing it for real will always be a different game compared to doing it as a rehearsal.

I do not disagree that user expectations could (possibly should) have been managed differently, but the inability to access internet account information for one’s internet service is hardly comparable with TSB’s total failure of their online banking system. You can after all still use the services you have paid for.

FWIW some people have been working nearly round the clock for four days. Been there, got the tee shirt ... it’s a much easier job standing on the side lines complaining ... which help no one.

I’ve asked earlier today for service updates to be published just before the service appeared to have restarted at 1pm ... since which a service update has been published here https://plusnet.servicestatus.net/plusnet/status?_ga=2.83811348.385837034.1535223178-848874939.13781...
G3WYP
Grafter
Posts: 46
Thanks: 7
Registered: ‎26-10-2014

Re: Thanks for visiting, we'll be back soon

Just logged into account but when I click on view Bill I get "PRGateway Exception: error response from PRPC " in red.

 

Derek

Superuser
Superuser
Posts: 9,918
Thanks: 1,262
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Registered: ‎06-04-2007

Re: Thanks for visiting, we'll be back soon

I think that is one of the bugs currently being worked on.

Service Status gives limited information but what there is can be found at https://plusnet.servicestatus.net/plusnet/status by clicking the blue website icon.

David
Moderator
Moderator
Posts: 18,588
Thanks: 2,887
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Registered: ‎06-04-2007

Re: Cannot view bill in new billing system

Moderator's note:

Three threads merged to keep all queries about the new billing system in one place.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

jetstar
Grafter
Posts: 57
Thanks: 2
Registered: ‎19-11-2010

Re: Cannot view bill in new billing system

I still can't view my bill on 01-Sep-2018 only the next bill date had been updated to 01-Oct-2018

PeeGee
Aspiring Pro
Posts: 1,106
Thanks: 56
Fixes: 3
Registered: ‎05-04-2009

Re: Cannot view bill in new billing system

I received an e-mail at 9am today (my "billing" date):

We need to let you know that your September bill will be delayed by a few days.

We just wanted to drop you an email to reassure you that you won't be charged any more or less money, and your service won't be affected in any way. You'll get your usual email notifications when your bill's ready, and payment will be taken via your current method.

We hope this doesn't cause any problems, but please get in touch if you need to. Call us on 0800 432 0200
"0800 432 0200"::tel:08004320200.

Phil

Plusnet Fibre (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.