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No apparent way to trigger a payment of a bill

JPN
Rising Star
Posts: 88
Thanks: 23
Registered: ‎19-12-2013

No apparent way to trigger a payment of a bill

Due to  an unscheduled re-issue of a credit card, a payment due on 3rd Jan was not taken for my broadband account. I have updated the payment details to reflect the new card. The system has acknowledged the change of payment details. It has not however triggered taking the overdue payment. 

I have received a couple of reminder emails, which direct me to the member centre. Once I've logged in however there appears to be no way of paying the bill, or triggering the payment in any way.  I can see the bill, but can't pay it.

Assistance would be appreciated!

 

 

7 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 448
Thanks: 143
Fixes: 24
Registered: ‎06-08-2018

Re: No apparent way to trigger a payment of a bill

@JPN,

 

I've had a look at your account and tried to resubmit the payment from the new details for you but this didn't work (for the same reason you noted - the payment shows but it doesn't at the same time). Unfortunately it looks like it's affected by an internal problem which occurs when payment details change on account. I've created a ticket for us to monitor this for you here.

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team
JPN
Rising Star
Posts: 88
Thanks: 23
Registered: ‎19-12-2013

Re: No apparent way to trigger a payment of a bill

Thank you for setting up the monitoring. I see from the ticket that that is still in progress. I am worried that your system is likely in the next day or so to trigger an account restriction and additional charges as it will consider the bill not paid.  Is there a likelihood that the issue can be sorted before this happens?

 

Plusnet Help Team
Plusnet Help Team
Posts: 275
Thanks: 47
Fixes: 16
Registered: ‎23-01-2018

Re: No apparent way to trigger a payment of a bill

Hi JPN@

 

I'm afraid we don't have a turnaround for this fix as of yet.

 

We're really sorry for any inconvenience caused but as advised by JOLO this has been raised for monitoring purposes.

 

Please feel free to get back in touch should you experience any further issues.

 

Kind Regards

If this post resolved your issue please click the 'This fixed my problem' button
 OllieC
 Plusnet Help Team
JPN
Rising Star
Posts: 88
Thanks: 23
Registered: ‎19-12-2013

Re: No apparent way to trigger a payment of a bill

I'm sorry to press you on this, but I'm expecting that today or tomorrow your system will cut off my internet access and add penalty charges. If it does so I won't be able to 'get back in touch' very easily.  Is there a way of making sure that this doesn't happen whilst the problem is sorted out?

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 294
Thanks: 39
Fixes: 14
Registered: ‎06-08-2018

Re: No apparent way to trigger a payment of a bill

Hi @JPN

 

Thanks for getting in touch and I am sorry that you were having problems with paying your invoice.

I can see that this has now been resolved and you are able to make payment for your invoice.

 

I have responded to you with further details here

 

Let us know if you need any further assistance.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Warwick
 Plusnet Help Team
JPN
Rising Star
Posts: 88
Thanks: 23
Registered: ‎19-12-2013

Re: No apparent way to trigger a payment of a bill

Thanks for the further reply. I'm afraid that the url you give in the ticket messages just goes to an error page. (I've attached a screen capture of the error page to the open ticket.  Otherwise, there is still no place in the account pages that either identifies an overdue payment, or allows me to pay it.  I've tried to access this through the 'contact us' pages; there there is a link for 'overdue payment'. That just takes me to the same places I've already been.  I've just rung the helpline, but that has a long wait, and I have to go out now for meetings for the rest of the day, into the evening. It's very frustrating!

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 294
Thanks: 39
Fixes: 14
Registered: ‎06-08-2018

Re: No apparent way to trigger a payment of a bill

Hi @JPN

 

I am really sorry to hear that you are still having issues when trying to pay your invoice online.

 

I have responded here

 

Let us know how you get on.

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