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Need help with outstanding Questions please

SoFarSoGood
Rising Star
Posts: 122
Thanks: 6
Fixes: 3
Registered: ‎30-03-2013

Re: Need help with outstanding Questions please

UPDATE

A number of people on this form have mentioned that some systems have trouble with passwords that include "&".

I have changed my password, which includes special chars but NOT "&" and so far have logged in and out 6 time successfully.

My Router was still working and connected using my temp PW but I have now updated it to match my new BB password and it is still working ok.

Whilst in my Account I noted that my next payment is due tomorrow (28th) but not clear how much I will be billed and if only for BB (as previously mentioned I have paid for 12 months Line Rental up front).

Will you please check that my next bill is correct (BB only) and includes a refund to correct my overpayment.

Thanks for your help.

 

 

SoFarSoGood
Rising Star
Posts: 122
Thanks: 6
Fixes: 3
Registered: ‎30-03-2013

Re: Need help with outstanding Questions please

Hi Lauren

Received you Text and email

Can't reply to text and my email saying:

Hi Lauren
 
Have you seen my UPDATE posted about 2 hours ago?
 
Regards
 
Reply saying:
 
Hi,
 
Thank you for your email. Unfortunately we don't pick up any emails sent to this address.
SoFarSoGood
Rising Star
Posts: 122
Thanks: 6
Fixes: 3
Registered: ‎30-03-2013

Re: Need help with outstanding Questions please

Hi Lauren

Just tried again and can still access my BB Account.

Please update me regarding Billing overcharge and details of payment due tomorrow (question 190289866)

Thanks

Plusnet Help Team
Plusnet Help Team
Posts: 1,151
Thanks: 181
Fixes: 54
Registered: ‎09-10-2018

Re: Need help with outstanding Questions please

Thanks for confirming that @SoFarSoGood.

 

That's at least the smaller issue resolved for now.

 

With regards the billing issue - I've updated the ongoing ticket accessible here for your records.  It looks as though the account is being affected by an ongoing issue, as we're not able to access the billing side of things either.

 

We've raised the issue to our InfOps team as part of their ongoing investigation but I'm afraid that we're unable to provide an ETA on a fix as of yet.

 

We're sincerely sorry for the continued inconvenience.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
SoFarSoGood
Rising Star
Posts: 122
Thanks: 6
Fixes: 3
Registered: ‎30-03-2013

Re: Need help with outstanding Questions please

Hi OskarPapa

Yes, good to be able to log in to my BB account again.

Regarding your billing access issue, I am surprised your Management are allowing this to go on unresolved for so long. 

Hope it gets fixed soon.

Thanks for your help.

 

 

SoFarSoGood
Rising Star
Posts: 122
Thanks: 6
Fixes: 3
Registered: ‎30-03-2013

Re: Need help with outstanding Questions please

Hi OskarPapa

 

Any news as to when billing issue will be fixed?

Why can't you process refunds to correct over payments until the problem is fixed?

Regards

Plusnet Help Team
Plusnet Help Team
Posts: 664
Thanks: 88
Fixes: 35
Registered: ‎23-01-2018

Re: Need help with outstanding Questions please

Hi @SoFarSoGood

 

I'm really sorry but as previously advised we don't have any further updates regarding this issue. 

 

If we are unable to access customers billing pages, we are unable to process refunds or credits. 

 

We're really sorry for any inconvenience caused and we will contact you, once we have an update to provide. 

 

Kind Regards

If this post resolved your issue please click the 'This fixed my problem' button
 OllieC
 Plusnet Help Team