‘Failed billing’ getting rather annoying

[#1]

Been a plumber customer for years. Have never missed a payment and never failed to pay my bill. I have tried to change my bill date numerous times over the phone (it’s a very awkward date it’s due to when I’m paid) but I’ve been told you cannot change my date (how ridiculous in 2019)

So every month I always have to get the ‘failed billing’ page and try to press the acknowledge and pay within 14 days, however recently every single month either the ‘failed billing’ page just doesn’t load so I cannot even press the acknowledgement.

Can someone please look into this and lift the restrictions as I need to use the internet and the bill will be paid within the 14 days as it has been for the last 5/6 years.

Thanks

[#2]

Hi @Jordandyer27,

Thanks for getting in touch.

I'm sorry that the billing payment dates have proved to be inconvenient in the past, from your message it has caused you regular concern. Please accept our apologies for this.

I've reactivated your account to let you go online. More information about your payment date option is waiting for you here.

I trust this answers your query, please do let me know if you need anything further.

Thanks - LF

[#3]

Well it’s that time of the month AGAIN, another failed billing and restricted access. This has happened every month since last September!!! Really getting mightily cheesed off with all this malarkey. No way to pay my bill, when will this issue be resolved? Can’t even get on my webmail. Could someone please remove the restrictions and give me a link for payment. Thank you.

Denzle

[#4]

Hi @Denzle, I'm sorry that you haven't been able to bypass the browsing interruption. I have now removed this for you.

You can make payment here, please get back to us if you have any further queries.

[#5]

When I follow the link i’m getting error....

Sorry, we are not able to complete this request at the moment, please try again later

[#6]

Hi @Denzle, I'm sorry that the link isn't working, can you please reboot the router and try again?

If there's still an issue it may be worth clearing your cache and cookies from the device/ trying an alternative device.

[#7]

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@LaurenB wrote:

Hi @Denzle, I'm sorry that the link isn't working, can you please reboot the router and try again?

If there's still an issue it may be worth clearing your cache and cookies from the device/ trying an alternative device.

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Sorry @LaurenB   this issue has been raised several times and is still on the "We'll fix it soon" list of billing problems

[#8]

Thank you Lauren. I’m up and running ok but still have no way of paying my bill!! 

[#9]

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@Denzle wrote:

Thank you Lauren. I’m up and running ok but still have no way of paying my bill!! 

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Apologies @Denzle  - it's the paying your bill bit that is a known problem.

[#10]

Thank you Maurice. My restricted access has now been lifted by Lauren but I still can’t access to pay my bill, keep getting error message. 

[#11]

Hey @Denzle

That's very strange, I'm not seeing any reason why you can't log in to make the payment. Could you describe or screenshot the error message?

We currently have no call queues if you wished to give us a call and one of our agents would happily take the payment over the phone if necessary.

[#12]

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@Optimatts wrote:

Hey @Denzle

That's very strange, I'm not seeing any reason why you can't log in to make the payment. Could you describe or screenshot the error message?

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The error message is in post #5?

IIRC The problem is that the account is not yet in "Failed billing" though restrictions were applied - this in turn inhibits payment by that route.

[#13]

@MauriceC  and as you say its been going on since September  and still the same reply

[#14]

Here we go again! Another month and another restriction put on my account!!! Absolutely no way to pay my bill again. Had to phone up Plusnet last month and pay my bill via credit card! I was assured that this billing debacle would be sorted. Please lift my restrictions and give me access to pay online. This has been going on since last September!!!!!!!

       Thank you.

               Denzle

[#15]

Sorry to hear that Denzle.

Are you able to try paying online now?