No Payments Taken Since November
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No Payments Taken Since November
on 13-07-2019 6:45 AM - last edited on 13-07-2019 10:46 AM by dvorak
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I have only today come across this forum, how enlightening! I haven’t had any DD payments taken since reconnection after a house move back in November 18. Any advice as to what I should do, my account shows £75 credit. What are these tickets you refer to? TIA
Moderators Note: Topic title changed.
Re: 'Stuck' November 2nd payments - any news?
13-07-2019 10:08 AM
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This is one place where you can ask a question and see tickets for questions already raised (as well as 'service' tickets)
https://www.plus.net/wizard/
Also here for queries about your account https://www.plus.net/home-broadband/contact/residential/customer-services/
Hope this helps
Full Fibre since September 2023
Mac OS14 and Firefox user with latest versions of both
Re: 'Stuck' November 2nd payments - any news?
13-07-2019 10:45 AM
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Moderators Note
Post split from another thread for better visibility.
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: No Payments Taken Since November
13-07-2019 2:56 PM
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Hi @Cruisenanny
We’re aware that a small number of customers are still experiencing problems from our new billing system and we’re working hard to fix these legacy issues. We want to reassure those affected that may not have received a bill from us recently, we’re doing all we can to get everything back on track. We’re sorry that this isn’t the service customers have come to expect from us and give our assurance this will be sorted as soon as we can. Apologies for any inconvenience caused.
Re: No Payments Taken Since November
13-07-2019 10:29 PM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: No Payments Taken Since November
14-07-2019 7:19 AM
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I see that having a DD in place is NOT always the answer to this problem @Townman how enlightening! I haven’t had any DD payments taken since reconnection
Re: No Payments Taken Since November
14-07-2019 9:15 AM - edited 14-07-2019 9:17 AM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: No Payments Taken Since November
14-07-2019 4:38 PM
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Quote "Generally all restrictions are readily avoided by having active automatic payment arrangements (a direct debit or payment card) registered on the account."
Re: No Payments Taken Since November
14-07-2019 6:43 PM - edited 14-07-2019 6:52 PM
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I am not understanding the point you seek to make here.
THIS topic is discussing no payments having been taken (no invoice having been raised) since November - this can occur due to the "API error" mentioned in some posts or due to whatever other reason account billing is suspended. The presence of a DD on the account will have no bearing on a user experiencing this issue. I do not believe that anyone has suggested otherwise.
However, the linked to topic is discussing the "failed payment" restrictions which occur after an invoice has been raised where the attempt to collect funds failed. Such failures GENERALLY (that is more often than not) occur where there is no automated payment arrangement on the account. SPECIFICALLY they can also occur if there are insufficient funds available or the transaction was not successful for some other reason.
I think given your presence an commenting on numerous topics in this area, you are aware that some people do not see the "Continue Browsing" button on the splash screen - which is a specific sub issue of encountering the splash screen. There is a reoccurring theme of "you fixed the restrictions a few days ago and they are back again" … the failed payment splash screen will "kick-in" on days 1, 5 and 10 after the invoice was raised, whilst the account remains in arrears. Automated payment arrangements avoid users encountering failed payment restrictions and having got there, paying the bill generally makes them go away.
Is there some other angle here you are thinking of which has eluded me?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: No Payments Taken Since November
18-07-2019 10:26 AM
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Welcome t o the no pay, no ability to pay, no prospect of being able to pay ISP.
What ever they say it WILL be sorted by 3019.
.........................proud" say Pnet.
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