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Splash Page

luk
Grafter
Posts: 28
Thanks: 18
Registered: ‎18-04-2013

Splash Page

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?

failed-billing-no-invoice-240919.png

Thinking something can't be right here, I refreshed the page and got this

oops-failed-billing-240919.png

Is this the acknowledgement screen without anything to acknowledge?

 

Obviously that's not right, so I refreshed again and got this

failed-billing-no-invoice-240919.png

Same screen as the first splash page.

 

Now I'm confused.  What's happening?

9 REPLIES 9
Plusnet Help Team
Plusnet Help Team
Posts: 778
Thanks: 103
Fixes: 43
Registered: ‎23-01-2018

Re: Splash Page

Hi @luk

 

I have checked over your account and can't see any outstanding bills. 

 

Is this still ongoing? 

 

Kind Regards

If this post resolved your issue please click the 'This fixed my problem' button
 OllieC
 Plusnet Help Team
luk
Grafter
Posts: 28
Thanks: 18
Registered: ‎18-04-2013

Re: Splash Page

Many thanks for looking into this for me @OllieC
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.
Plusnet Help Team
Plusnet Help Team
Posts: 778
Thanks: 103
Fixes: 43
Registered: ‎23-01-2018

Re: Splash Page

Thanks for getting back to me @luk

 

I hope you enjoy the rest of your evening. 

 

Kind Regards

 

Ollie 

If this post resolved your issue please click the 'This fixed my problem' button
 OllieC
 Plusnet Help Team
luk
Grafter
Posts: 28
Thanks: 18
Registered: ‎18-04-2013

Re: Splash Page

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.

Plusnet Help Team
Plusnet Help Team
Posts: 1,631
Thanks: 271
Fixes: 56
Registered: ‎26-03-2018

Re: Splash Page

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

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
luk
Grafter
Posts: 28
Thanks: 18
Registered: ‎18-04-2013

Re: Splash Page

You know what they say, if it seems to good to be true, it probably is! Sadly last month's pleasantly improved billing experience wasn't replicated this month. Once again the billing system has, seemingly, failed me as a customer. The bill was correctly generated, but that's about it. There wasn't a splash page, there wasn't an option to manually pay, there's no evidence or receipt to suggest payment was taken automatically, there was no text message or email, and even now I'm still unable to update my primary payment details. So that means I've most likely got to pay double, again, next month - a reoccurring issue on my account, it would seem. Why does this keep happening? I'm far from happy with this experience. I suppose the only good thing is the account doesn't appear to have implemented failed billing procedures this time, but I am receiving a service, and I do expect to pay if you let me. I think I have been fair and reasonable throughout, but I just want this resolved now in one way or another. This cannot be allowed to continue into 2020 as I currently dread Plusnet billing date every month now; I simply don't want to carry that undue stress into next year. The broadband service itself is fantastic, I can't fault that, but the billing experience since October 2018 has been a nightmare, a huge inconvenience and a major disappointment.
Plusnet Help Team
Plusnet Help Team
Posts: 1,300
Thanks: 203
Fixes: 63
Registered: ‎09-10-2018

Re: Splash Page

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
luk
Grafter
Posts: 28
Thanks: 18
Registered: ‎18-04-2013

Re: Splash Page

As per your request, I am writing today to confirm that I have, indeed, responded to the open ticket.

Plusnet Help Team
Plusnet Help Team
Posts: 1,300
Thanks: 203
Fixes: 63
Registered: ‎09-10-2018

Re: Splash Page

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.

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