Failed Bill / Bad Redirects / Connection Issues.
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Re: Failed Bill / Bad Redirects / Connection Issues.
17-10-2020 7:54 AM
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hi hojonorem what i would do is tell one of the plusnet help team what they have told you over the phone to me it looks like they are big problems with the payment system i find hard to understand why they have told you to wait 19 days i don't think they will cut you off it's them that have told you this i hope that they fix this for you . i am sure one of the help team will pick this up let me know how you get on thanks from boo1
Re: Failed Bill / Bad Redirects / Connection Issues.
17-10-2020 12:21 PM
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You keep making these posts which say that you do not understand things, so why do you keep posting things which do not offer any help to anyone? The act of posting on this or any other topic will be queued for review by a staff member. Your posting...
"what i would do is tell one of the plusnet help team what they have told you over the phone"
... just queues messages which distract.
The one sure way of avoiding these failed payment issues is to set up a direct debit or card payment details on the account and pay the bill on time like everyone else does. There is no such thing as 14 days to pay or 14 days for a user to obtain free credit - payment is due on the day the invoice is raised. The fact that Plusnet allows 14 days for users to correct payment failures is a privilege, not a right.
If users have problems managing their cash flows, then the billing date can be changed to a date which users might find more helpful. See the user portal - manage my bill.
Where users report the inability to access the payment screen, it would be helpful to know where they are in the failed payment journey - immediately on the invoice being raised ... or 14 days after the invoice was raised?
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.
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Re: Failed Bill / Bad Redirects / Connection Issues.
17-10-2020 12:52 PM - edited 17-10-2020 12:53 PM
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The thing is, I HAD my card details on the system. A good week before I got the usual "We will take your payment on X day" email I had updated my account with a new credit card. Between then and the Monday following my billing date (a Saturday in this case), PN's system just up and decided to forget my CC details and I was given no indication of this until after my billing date.
When I saw the email I quickly logged in and re-entered my CC details that morning and thought everything should be fine... but no, PN's billing system won't try and clear the bill as soon as fresh details are entered. It just sits there with its digital thumb up its digital rear and then proceeds to send me the failed billing email and SMS later on that same day.
And that's when the trouble rears its head again and half of the account management system breaks down... including the manual payment processing system, to the point that even PN staff cant access it... apparently.
I can understand why some people prefer to pay their bills manually rather than by DD or by recurring card payment. The idea of giving somebody else the permission to just reach into your bank account and take money just doesn't sit well with some people. When mistakes happen it can be a fight to get that money back. Those people want as close to 100% control of their money as possible and should not be penalized for it, either directly by extra surcharges or indirectly by billing systems that are not fit for purpose.
Re: Failed Bill / Bad Redirects / Connection Issues.
17-10-2020 12:57 PM
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hi townman it is clear to me you do not read the post i said i could not understand why somebody would tell hojonorem that they might have to wait 19 days after the billing date which as you know they could be cut off and that they should contact the help team to tell them what was said over the phone if you don't think i am helping hojonored i have add trouble with you in past so if you can help them go ahead from boo1
Re: Failed Bill / Bad Redirects / Connection Issues.
17-10-2020 1:19 PM
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hi hojonorem have you seen the post from townmen he do's not think i am any help to you i have add problems townman in the past he said at the anybody that do's not pay there bill on time it will go on the credit report this is not true so if you like to let townmen know if was any help to you if not i understand thank you from boo1 just to add townmen is one of that never miss a payment so he thinks no body should
Re: Failed Bill / Bad Redirects / Connection Issues.
17-10-2020 1:40 PM
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Please do not put words in to my mouth. I have never stated that "anybody that do's not pay there bill on time it will go on the credit report". I have though clearly articulated the payment terms - invoices are due for payment on presentation. What happens after that is for Plusnet to dictate. DRA and credit marking comes somewhere well after the period of 14 day reminders ... which are by definition after the "on time" payment date.
As for trouble, that too is a distortion. Yes I have commented that your posting style is very difficult to read and generally adds little in the way of meaningful help to posters. Payment failure threads appears to be the only topic you post to, some might see that as trolling.
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: Failed Bill / Bad Redirects / Connection Issues.
17-10-2020 1:46 PM
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@HojoNorem wrote:
The thing is, I HAD my card details on the system. A good week before I got the usual "We will take your payment on X day" email I had updated my account with a new credit card. Between then and the Monday following my billing date (a Saturday in this case), PN's system just up and decided to forget my CC details and I was given no indication of this until after my billing date.
Thank you for sharing that, it is useful information, which I will add to the discussion on this subject.
In the past (long distant past) I recall Plusnet's billing system sending out warning emails when registered cards were approaching expiry. Did you need to change the card details because the card had expired, or for some other reason (detail not required)? If yes then that points to a key business process for examination.
Your experience also suggests that there is a window before invoicing, within which changes to payment details will not be actioned. I will ask about that specifically.
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: Failed Bill / Bad Redirects / Connection Issues.
17-10-2020 3:11 PM - edited 17-10-2020 3:13 PM
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The first time this had happened nearly a year ago was when I had requested a new card from my provider because the chip on my then current one had failed. At the time I was expecting my old card to still work for other transactions, my PN bill being one of them, while I waited for my new card but apparently the standard procedure for my provider is to immediately cancel the old card before the new one has even arrived. Understandable in the case of a stolen card, but not in my case. Anyway, the replacement card hadn't arrived by the time my PN bill was due. The transaction failed (to my surprise) and the rest you are familiar with.
The current situation was caused when my CC provider decided to change from Visa to Mastercard. When they informed me of this I started poking PN in the effort of getting my account management pages working again so I could update my details for when my new card arrived. Eventually I had to nearly beg on my hands and knees on these very forums to get it sorted as the phone and ticket system operators were of no help. When my new card arrives (over a month later from the date of the first notice) I log into my now working account management and update my details with the new card and you know the rest.
Actually, there is one extra thing I kinda remember from my last phone convo with PN now I've thought it over some more, it seem that the system knows that there is an unpaid bill yet when the operator looked at his end I distinctly remember him saying something along the lines of 'the system isn't showing any outstanding bills' even though he had just quoted me the invoice amount seconds before.
Re: Failed Bill / Bad Redirects / Connection Issues.
17-10-2020 5:21 PM
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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: Failed Bill / Bad Redirects / Connection Issues.
18-10-2020 5:40 AM
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This thread is 2 YEARS ,, Yes 2 years old and the same problem is occurring 🤔🤔🤔
Re: Failed Bill / Bad Redirects / Connection Issues.
18-10-2020 10:41 AM
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hi townmen just to make this clear to you i do not troll to anybody i am not that kind of person and i do not put words in to anybody mouth . just to let you know this will be the last time you will ear from me from boo1 and in future if you don't understand me please do not reply
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