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Paid bill but restrictions still up

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Seeker1
Hooked
Posts: 7
Registered: 2 weeks ago

Paid bill but restrictions still up

Had trouble paying because the failed billing redirect doesn't load up and impossible to get plusnet homepage to load up. Takes a few attempts for the community to load up. Payed 2 days ago and restrictions are still up. Edit: can't even acknowledge to remove restrictions. 2nd edit: finally got an option to acknowledge and remove restrictions but websites still seem slow to load. Might fix itself
9 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 244
Thanks: 22
Fixes: 8
Registered: ‎09-10-2018

Re: Paid bill but restrictions still up

Hi @Seeker1, thanks for your post.

 

We are aware of an issue affecting a small number of customers, whereby the 'failed payment' splash screen is not removing correctly, despite payment being made or an arrangement being put in place.

 

We're working to get it resolved, however, it does seem that in some cases it is resolving itself.

 

It looks like, from what you have said, that the issue seems to be resolving for you.

 

Are you sill experiencing any issues with browsing?

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
Seeker1
Hooked
Posts: 7
Registered: 2 weeks ago

Re: Paid bill but restrictions still up

Yeah certain wikis take forever to load and plusnet homepage still refusing to load at times.

It does look like it's working better though.
Edit: think I found problem speed has dropped to 3.4mbps
Seeker1
Hooked
Posts: 7
Registered: 2 weeks ago

Re: Paid bill but restrictions still up

Has my bill even processed yet? I got an email saying I got 4 days left to pay when I paid it on Monday
Plusnet Help Team
Plusnet Help Team
Posts: 401
Thanks: 42
Fixes: 19
Registered: ‎06-08-2018

Re: Paid bill but restrictions still up

Hello @Seeker1, thanks for getting back in touch. Apologies for the frustration caused, I have created a ticket on the account here with further info.

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


Seeker1
Hooked
Posts: 7
Registered: 2 weeks ago

Re: Paid bill but restrictions still up

Kinda hard to view ticket lol

I understand it's a problem in the system and nobody's fault.
There are people angry, and I'm not really one of them. I just hope it gets fixed soon. Gonna keep trying to view that ticket
Seeker1
Hooked
Posts: 7
Registered: 2 weeks ago

Re: Paid bill but restrictions still up

Someone with a similar problem in the forum was told to factory reset router, should I do that?
Seeker1
Hooked
Posts: 7
Registered: 2 weeks ago

Re: Paid bill but restrictions still up

The bill I paid on Monday transferred back to my account, would try to pay it again but I can't load up anything plusnet related other than plusnet community and would probably time out again if I tried. So need you guys to take the bill for me.

Going to need a fast response too because I got like 2 or 3 days left to pay it.
Seeker1
Hooked
Posts: 7
Registered: 2 weeks ago

Re: Paid bill but restrictions still up

Also the restrictions haven't been lifted because my speed is still dropping to 6mbps and I still can't load anything
Plusnet Help Team
Plusnet Help Team
Posts: 401
Thanks: 42
Fixes: 19
Registered: ‎06-08-2018

Re: Paid bill but restrictions still up

Fix

Hello @Seeker1,

 

Thank you for getting back to us so quickly. I would suggest in this case to give our Customer Support team a ring so they can take a one-off payment from yourself and set up an alternative automatic payment again. You can reach them on 0800 432 0200, there is currently 15 minute wait or www.plus.net/pay if you can access this link.

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