I can't see how much usage I have/used
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- Re: I can't see how much usage I have/used
I can't see how much usage I have/used
16-12-2016 11:31 PM
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I've logged in and go to check your usage but when I click on it it says "Sorry, there's nothing to show at the moment.
After logging on I am going it to check my usage but instead of displaying usage it comes up with "Sorry, there's nothing to show at the moment. This might be because your account is new, or your usage has been reset for a new billing period.
I've been with Plusnet 6 years I think so it's not a new account at all.
I logged out and tried to log back in to see if it cleared the problem but when I tried it said password or use name invalid. I then thought the password may be wrong, even though I was 99% sure it was correct (as I have a note of it) but when I tried to reset the password it said the email address was wrong (I get my bills to this email address!). So I thought maybe I had got the username incorrect so went to reset it and it said my phone number and/or email address was invalid. It also said the verification code was typed incorrectly. I typed in 2 different in case the first one I did incorrecly but no joy....
Does anyone have any ideas why this is happened? Is it happening to anyone else?
Re: I can't see how much usage I have/used
17-12-2016 1:41 PM
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Been the same for a few days now, seems to be a system wide fault.
Re: I can't see how much usage I have/used
17-12-2016 1:47 PM
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Same problem here, which started about the same time as I renewed my contract, although that could well be a coincidence.
Quite a few recent threads on the same subject - PN are working on it...probably.
Re: I can't see how much usage I have/used
17-12-2016 1:50 PM
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I'm in mid-contract, so think it may be the same for everyone.
Re: I can't see how much usage I have/used
17-12-2016 2:07 PM
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The problem with your usage that's stopped reporting is a side effect with the investigations of the recent packet loss issue that some of our customers had been experiencing.
It's a temporary measure, however I'm unable to tell you when it will return to normal just yet.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: I can't see how much usage I have/used
17-12-2016 5:03 PM
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Join the club, I've not been able to see any usage since 20th July, so not that recent. Although I was told by email after a live chat that the problem was known to PN, the service status page continues to claim that there is no problem with the usage meter.
Re: I can't see how much usage I have/used
30-01-2017 9:37 AM
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My last billing period started on 4 Jan 17 and the usage meter has not been working throughout. Not being able to check where I was up to on usage, it seems I have exceeded my monthly allocation and received an email saying I will be billed an extra £5. I complained over the 'phone as I believe this breaches OFCOM rules and a ticket was raised. Just checked and I see they have simply closed the ticket without even replying. Usage meter still not working either. Not good customer service.
Re: I can't see how much usage I have/used
30-01-2017 10:36 AM
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Formal complaints procedure here https://www.plus.net/help/legal/complaints-code-of-practice/
Although OFCOM will not investigate individual complaints, they will collect data about issues which may be used in bulk at a later date, so always worth letting them know in addition to the formal complaint procedure https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring
Re: I can't see how much usage I have/used
30-01-2017 11:32 AM
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Thanks for this advice. I used the online chat service and they agreed to credit me with the £5 incurred for the excess usage that I hadn't known about due to the meter not working. Credit to them - no quibble and my faith in PlusNet restored.
Re: I can't see how much usage I have/used
30-01-2017 4:19 PM - edited 30-01-2017 4:22 PM
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Have Plusnet fixed your "View My Usage" yet ? I hope so otherwise you could be going through this again when the next bill comes in.
People on restricted usage tariffs are not supposed to be affected by the none recording of usage data. You will need to log a fault again if they haven't fixed it this time round.
Re: I can't see how much usage I have/used
30-01-2017 7:35 PM
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No - usage meter still not working. Will follow your advice if still not fixed when new billing period starts in a few days time. Thanks again.
Re: I can't see how much usage I have/used
28-02-2017 10:38 AM
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Usage meter still not working. Any news on whether/if this will get fixed?
Re: I can't see how much usage I have/used
28-02-2017 10:41 AM
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@itsj I'm really sorry to hear you're not able to view your usage. I've looked into your account and I can see you're on a capped usage package.
I've performed some maintenance on your account, can you try a reboot of your router and let me know the meter doesn't work within the next 24 hours?
If this post resolved your issue, please click the 'This fixed my problem' button
Re: I can't see how much usage I have/used
28-02-2017 7:43 PM
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Very many thanks Anoush. Did the reboot and usage meter now working again.
Re: I can't see how much usage I have/used
28-02-2017 7:48 PM
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Fantastic news, no problems.
If there's anything else I can help with please feel free to let me know.
If this post resolved your issue, please click the 'This fixed my problem' button
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