Splash Page
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- Re: Splash Page
Splash Page
24-09-2019 5:48 PM
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A lot has happened since the last time I visited the forum, but many of the same issues still arise which is a disappointment.
Many days after the billing date for this month, worth noting that I have received absolutely no correspondence at all from the billing system this month, it would appear that my account has hit failed billing again. I'm not sure if changes have been made to the backend, but I can certainly confirm that following the investigations I conducted as part of my previous experience, I have made changes to the way the router functions.
To cut a long story short, it would appear that the splash page is now trying to load, but there are clearly still issues which are confusing to say the very least.
So I got this screen to start with, and given that I haven't asked for any restrictions to be lifted thus far this month, I can only assume that the splash page has appeared incorrectly? Maybe you're taking payments again on time and automatically?
Thinking something can't be right here, I refreshed the page and got this
Is this the acknowledgement screen without anything to acknowledge?
Obviously that's not right, so I refreshed again and got this
Same screen as the first splash page.
Now I'm confused. What's happening?
Re: Splash Page
24-09-2019 7:17 PM
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Hi @luk
I have checked over your account and can't see any outstanding bills.
Is this still ongoing?
Kind Regards
Re: Splash Page
24-09-2019 7:45 PM
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It looks like it was possibly a momentary blip in the system as everything is working normally at present.
I will keep an eye on it and will report back should any further issues arise.
In the meantime though, I remain happy as a customer, and it's great to see that despite the upset and frustration felt here over the months, there does appear to be positive progress behind the scenes currently in terms of fixing these issues.
Re: Splash Page
24-09-2019 8:09 PM
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Re: Splash Page
16-10-2019 10:30 PM
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Progress! Exactly one year after my billing problems began with plusnet, today a different procedure has been added to my account by way of helping to reduce congestion to the call centre.
So here's what happens now:
I received an email to inform me that there has been a problem taking payment. I have 14 days from the email being received to make a payment in order to avoid any restrictions being applied. Failure to pay could result in late payment admin fees being applied.
Here's the new bit – no splash page or restrictions on day one, instead if I log into the member centre, I am then presented with the splash page to inform of the failed payment – and here's the good bit, I then have two options – 1) try to make a payment using the details held on file (or) 2) enter an alternative payment method to process a manual payment to clear the outstanding balance on the account.
Excellent. Okay, so option 1 didn't work for me as it generated an error, so instead I tried option 2 using the exact same details plusnet already have held on file, and that worked. Payment was processed, confirmation email was received.
Bringing back the option to submit a manual payment online is a huge step in the right direction, and I am grateful for this, and I am sure the contact centre must be relieved too as this will hopefully reduce the number of people phoning in due to a failed payment billing issue.
Things worthy of note – after payment was processed and confirmed, more or less every attempt to load pages on the member centre generated the failed billing splash page, so there's obviously a delay in removing this restriction, but that's all it is, it seems, just a delay in catching up. And, secondly, I still haven't been able to amend the primary payment details plusnet have on file, any attempt to do this generates an error. I would like to re-enter the details again to try and avoid any future failed payments, so please can a team member look into making this possible on my account.
The other thing I would like to add is, last month it would appear that no invoice or failed billing warning was issued. I reached out to the community forum, and I was told there was no outstanding payment due on the account. For the record, today I have been charged for two months, so I don't know if there was a miscommunication there? Please see: https://community.plus.net/t5/My-Account-Billing/Splash-Page/m-p/1674482/highlight/true#M43985
So, I think we're now some way forward to finally being able to mark this as resolved. If and when the primary payment details can be updated, and the account returns to automatically collecting payment each month, we'll be there. I'm eager to click that magic 'This fixed my problem' box.
Re: Splash Page
17-10-2019 4:10 PM
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Hi @luk
Looking at your account, I can't see any payment notice/reminder for September, you are right. i'm really sorry about that!
I'll raise this internally and see if I can find out why that didn't happen, as well as the payment details issue.
Kind Regards,
MoR
Re: Splash Page
21-11-2019 11:42 AM
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Re: Splash Page
21-11-2019 2:19 PM
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HI @luk, thanks for your post.
We're sorry to hear that this has re-occurred, despite seemingly being resolved.
I've spoken with @MasterOfReality (who unfortunately has now moved departments) and he advises me that he never received a response from the back office team he emailed querying the issue and so I'll need to raise this again.
I've an update with regards this bill and so have just sent you this ticket.
Please let me know here if you respond to the ticket and I'll get onto it as soon as can.
Re: Splash Page
28-11-2019 1:28 PM
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As per your request, I am writing today to confirm that I have, indeed, responded to the open ticket.
Re: Splash Page
29-11-2019 10:58 AM
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Thanks @luk.
I've just responded confirming that as it's resolved I've closed the ticket.
Please let us know if you need any further assistance.
Re: Splash Page
16-12-2019 10:21 AM - edited 16-12-2019 10:30 AM
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Updated to add: On closer inspection, it would appear although the next billing date has jumped forward to January 2020, a current invoice for this month has yet to be generated. So, fingers crossed, hopefully there won't be a problem. That said, there's no record of payment on the system just yet so if someone can check, and offer a bit of insight as to what the IMT code refers to, if just to put my mind at ease, hopefully we can get this resolved.
Re: Splash Page
16-12-2019 11:42 AM
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Hi @ luk,
Thanks for getting in touch, I appreciate your query and am happy to explain. Apologies if the information you have been given is quite vague.
The IMT refers to Incident Management Team, part of our IT department and the code you refer to is essentially a problem tracking number that allows them to keep track of the billing issue that was affecting your account. The Billing Team will not be able to resolve anything that is IT related, as they are essentially an accounting team only.
I've had a look at your account and can see you have card details set up for payment, but no Direct Debit. As today is the billing date I should expect an invoice to become available at some time today, however a quick check shows it has not yet been produced. This explains why your next bill date is showing as being in January.
Let me know if you need anything further.
Thanks - LF
Re: Splash Page
16-12-2019 4:00 PM
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Re: Splash Page
17-12-2019 12:37 PM
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Re: Splash Page
17-12-2019 7:24 PM
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