New account due to billing problems
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New account due to billing problems
15-11-2020 11:40 AM
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Hi,
My account was one of those with the billing problems. I'm not complaining about that as in my case things went in my favour!
The trouble is a new account was set up for me and that new one is still showing errors after being created 3rd November, there are a number of open "questions" most reporting problems but none are getting human updates and my question about the timing of switching my router from the old to new account has gone unanswered.
My worry is that the letter I was sent said broadband would be cut off from 18th November. I'm wondering if other people with the billing problems have this issue on their new accounts or if something has gone wrong with mine?
Re: New account due to billing problems
15-11-2020 6:32 PM
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Hi @qbatqbat I have just been through the account change, but managed to keep my original email accounts as Free email account. Everything else except my referrals were moved to the new account. I got an email to say the switch had been done, at this point you needed to reset your router to pick up the new logon, it can take awhile for the full changeover to happen.
The letter you got will be from the billing admin team - I got one as well, I contacted them on the number on the letter and advised them I was already moving/moved to a new account and asked them to talk to each other!
Re: New account due to billing problems
16-11-2020 9:42 AM
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I am trying to go through the username change for the same reason with no success.
The initial payment for the new account was taken on 3/11/20.
Trying to log into this account produces 'your order is currently being processed'.
I keep on being told that the transfer will soon be complete.
My worry is that even after a reboot the old username and password are being used to connect and that as the letter said this account would be suspended on 18/11/20.I will soon loose both phone and broadband.
Re: New account due to billing problems
16-11-2020 10:02 AM
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The transfer takes sometime to happen, mine took I think 2 months in total, they have to make sure your old billing account closes properly, otherwise bad things could happen. Don't panic! You will be notified when the change is live and when to reset your router.
Regarding the letter, their should be a specific phone number to ring - ring it. Advise them you are in middle of a transfer to new account and get them to confirm things will stay are they are in the interim. Also as a backup add a note to the ticket covering your move to a new account (on your old account probably) saying you have received this letter.
Re: New account due to billing problems
16-11-2020 10:26 AM
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Thanks, I'm doing all that and keep getting reassured everything is OK.
If they gave you a date when your old account would be suspended what username was in the router after that date, I can't see how my old username will work if the account is suspended, I would think something like newuser would be used until the new account is finalised..
Re: New account due to billing problems
16-11-2020 10:43 AM
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Re: New account due to billing problems
16-11-2020 11:06 AM
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Have to wait and see what happens, not that I won't phone in again this evening long before the line shuts at 22:00.
I want an email that clearly states that the old username and password in the router will work after the old username account has been suspended on Wednesday.
Logic seems to say it should fail, perhaps Plusnet logic is different.
Re: New account due to billing problems
16-11-2020 12:37 PM
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Your old user name on the router will not expire, your old account should not be suspended and closed until they have migrated you to the new account. The letter is standard one issued to encourage you to transfer to a new account.
I also got one saying that someome is taking over your line as well, again its a standard letter they are required to send out automatically, you are taking over your own line, so can be ignored.
I repeat have you rung the specific phone number on the letter about suspending your old account (its NOT the standard Customer service Number).(0800 013 2632)
Further I will again repeat you will receive various emails at each stage of the migration sent to your registered email address, the details will also be in the tickets covering the migration work. My migration took around 2 months to complete.
The router will continue to work with your existing account and when you need to reset the router, you will be advised by PlusNet.
Re: New account due to billing problems
16-11-2020 12:55 PM
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That number is the one I am ringing, all I want from Plusnet is an email confirming what @wakeman said
'Your old user name on the router will not expire, your old account should not be suspended and closed until they have migrated you to the new account'.
Each time I ask the agent puts me on hold whilst he talks to a different department and then says somebody will contact me later that day, no confirmatory email, also no emails stating progress on migration, my email is correct on the new account that I can't log into.
Their is a ticket awaiting support on the old account saying migration is to start, I've left a message there.
Re: New account due to billing problems
17-11-2020 10:10 AM
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Now succeeded in getting email notification that my services will remain active during the ongoing migration process, it was a copy of a question on the new account that I cannot yet access.
I wonder if any other useful gems of information regarding the migration are in questions on that account?
Re: New account due to billing problems
17-11-2020 5:56 PM
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yor lucky to get that far - im just getting the runaround at the moment - wait with baited breath for Tommorow to see what happens to my phone line & Broadband as they cant set me up a new account to keep the present services that I have
Ive done as asked and contacted them before 18th November ,sp lets see what happens
Re: New account due to billing problems
17-11-2020 6:17 PM
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Reading between the lines I think the action on the 18th is the one they take for non payment of account in affect crippling the account, this action is obviously easy to control.
Life would be far easier if when people asked for a new account they received an email in acknowledgement also saying just carry on as normal we will tell you when to reboot your router to access your new account, this may be some weeks.
In the letter they say that if they have not heard from you within 14 days of the 18th the account will be closed, ie vanish without trace.
Re: New account due to billing problems
20-11-2020 4:41 PM
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My account was switched over at the beginning of the week, can't fault the service there, all sorted out over the phone and now using new account.
All went a bit pear shaped yesterday when I asked for a static IP to be enabled again as option was greyed out, since then my connection has kept dropping and I've been getting a different IP each time! Not great when I need a static to access work machines but hopefully it sorts itself out by Monday or they may stop believing me!
Re: New account due to billing problems
20-11-2020 8:38 PM
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I'm still working on old account.
First DD due soon, hope the billing system doesn't throw a wobbler billing an account that is still in the process of being set up.
Re: New account due to billing problems
21-11-2020 8:23 AM
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did you get any deals on the FTTP price , or was it their standard out of contract price?
I cant even get any price info off them at the moment - , Want to compare it with the present deal that BT have on their website ,im tempted by BT's 150 MBPS for £31.99 a month with 3 months free so over 2 years thats 671.79 for 2 years for double mypresent speed, ( dont need the extra speed , but its only £1 month extra from my presnt speed with plusnet)
Trying to work out a plusnet price I know I paid plusnet £28.99 for my last Monthly bill some 2 years ago , Im guessing there wont be a lot of price diffrence , and if I only get out of contract prices , going by their website I think im looking at around £42 or over £1k for 2 years per month to keep what Ive got
just want to know before I decide
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