ERROR: The account has no invoice in failed billing

kamster · ‎10-11-2017

Getting this message instead of being able to acknowledge & continue browsing normally

Gandalf · ‎21-04-2017

Hi there.

I'm sorry to hear you're seeing this message.

Can you turn your router off for 65 minutes and let us know if that fixes it?

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.

Anoush Mortazavi
Plusnet

kamster · ‎10-11-2017

65 or 5 minutes? (5 didn't fix it)

Gandalf · ‎21-04-2017

65 should do the trick.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.

Anoush Mortazavi
Plusnet

rongtw · ‎01-12-2010

@Gandalf several post now same error can you kick the back room boys

Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .

cknapper2006 · ‎10-11-2017

I'm having this problem too, I've turned my router off for an hour and half and nothings changed

kamster · ‎10-11-2017

Still getting the same message

firebird1000 · ‎02-10-2013

hi there just given a them call had a 34 min wait but worth it / all working great as the restrictions are now off

Townman · ‎22-08-2007

@Gandalf,

We are seeing this quite a bit - it is reputed to be a known bug. Can you provide details please so that users can help themselves?

Is the account actually in a failed billing (payment) state?

Is the bug that the associated invoice cannot be found?

Is it something entirely different?

What’s the remedy?

What does the 65 minute (a rather precise figure) achieve? Kills the (stuck?) PPP session? Kills the IP lease? (In which case what happens to those having a fixed IP address?)

Is there any route to fixing this which avoids clogging up the support channels?

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.

Gandalf · ‎21-04-2017

Is the account actually in a failed billing (payment) state?

We're seeing this on accounts that are in failed billing, and also those that are all paid up.

I'm not 100% sure of the technicalities, but for the latter, if the router is assigned an IP address which has previously been in failed billing in the past 7 days they'll see that error message.

The fix is to force the router to assign itself a new IP. Due to the way connections are routed across our network, disconnecting the PPP session briefly may not change the IP. Powering it off for 65 minutes seems to do the trick.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.

Anoush Mortazavi
Plusnet