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Remove restrictions please?

Thedoctor1701
Hooked
Posts: 6
Thanks: 2
Fixes: 1
Registered: ‎17-04-2019

Remove restrictions please?

I'm unable to pay my bill until the 28th of each month, but halfway through the bill needs to be paid.
Obviously being paid at the end of the month means I get connection issues and slower than heck speeds.
Is it at all possible to change the date of my billing to the end of the month and remove the current restrictions until I get paid.


If any of that makes sense!

Thank you!
4 REPLIES 4
Plusnet Help Team
Plusnet Help Team
Posts: 14,345
Thanks: 4,476
Fixes: 733
Registered: ‎21-04-2017

Re: Remove restrictions please?

Hi there. Thanks for getting back to us via our community forums.

Once a payment fails, your account goes into 'failed billing'. On Days 1, 5 & 10 of failed billing your browsing will be interrupted by a 'splash screen'. This splash screen is a reminder that payment is due, but can be bypassed by you selecting the option to 'acknowledge and continue browsing' (this is only view-able on an internet browser and not apps) and once done your browsing will return to normal.

We are aware of a small number of customers that are not seeing the splash screen when interruptions are applied meaning this cannot be bypassed on your side. I've removed the interruption now so you should be able to browse normally.

With regards to changing your billing date you'll be able to carry this out from Here after logging into your account however the system won't let us or you change the date while there is an outstanding balance.

 

[edit]

Sorry the system has deceived me... The failed payment interruption is still applied.

I've had to raise this through to our network engineers to remove this from the back-end.

Unfortunately they generally don't work weekends however I'm trying to find someone who can do this sooner.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Thedoctor1701
Hooked
Posts: 6
Thanks: 2
Fixes: 1
Registered: ‎17-04-2019

Re: Remove restrictions please?

Hello and many thanks for getting back to me.
I'm one of the unlucky ones that doesn't see the "continue" splash screen.
I'll certainly investigate the link you gave me once payday lands.
And thank you again for removing the current restriction on the account, it's appreciated. Smiley
Plusnet Help Team
Plusnet Help Team
Posts: 14,345
Thanks: 4,476
Fixes: 733
Registered: ‎21-04-2017

Re: Remove restrictions please?

No problem, I think my edit crossed with your post unfortunately

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 14,345
Thanks: 4,476
Fixes: 733
Registered: ‎21-04-2017

Re: Remove restrictions please?

@Thedoctor1701, a whirlwind of magic has now occurred and the interruption should be removed Smiley

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