New Contract not taken effect and is stuck, account frozen

[#1]

We renewed our contract (due at end of March) online on 28th March.

Checked our account a week later and it said that there is an error and that we were out of Contract. It seems the new Contract is stuck!

We have spoken to 3 Plusnet agents, and have a Question raised for the new Contract to be unstuck.

It supposedly has been sent to 2 different teams for resolution but nobody gets back to us and it is still stuck.

I have just spoken to yet another agent, who tells me that the team which we were led to believe was sorting it last week, cannot sort it. 

She said it is an ongoing billing problem with Plusnet, which is affecting a number of people, and until that is fixed our account is frozen and thus can’t add the new Contract. She stated a date of 28 April, then seemed shocked when I told her we are now passed that date.

They have now closed the Question and we are stuck in limbo.

Is anyone else affected by this problem, or is it just us? 

Does anyone from Plusnet know when this may be resolved?

[#2]

Hi @Broadforum_3002 thank you for taking my call and once again, my sincere apologies to hear of the issues with the renewed stuck contract. 

As discussed, I will check back with you on Tuesday morning, in the meantime, have a lovely evening ahead 😊

[#3]

@Tina11192  Thank you for calling us last Tuesday (13th May), however, nothing has changed since the...

We have heard nothing since your call, please can you update us on what is happening?

[#4]

@Tina11192  Just an update in case you pick up my message above.

After another conversation with customer services yesterday, we were told that the old account is likely permanently broken, and the easiest remedy is to set up a new account.

The first attempt at that went wrong (the new account got closed not the old account!) however, this morning we have had a long call with Sales and have sorted a new account to take over from 9th June. We are keeping everything crossed that the new account is set-up and our problem is solved.