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Upgrade to plusnet extra failing? Please help

genkville
Grafter
Posts: 49
Registered: ‎04-12-2009

Upgrade to plusnet extra failing? Please help

I'm currently on Plusnet value and the 10GB a month is killing me so I tried to upgrade to the new Plusnet extra 60Gb package and keep my call plan. I did this over the phone and got the message below, I then did it twice on my account (online) and got the same message again. My next billing date is on the 9th so would appreciate if someone can sort this out before then.
There's been a problem progressing your broadband order.
We'll get some more information on the problem and update this ticket with details as soon as we have them.
[internal note]
Order has been cancelled. Please check Install Diary and resubmit order once issue is resolved.
14 REPLIES
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: ‎05-04-2007

Re: Upgrade to plusnet extra failing? Please help

Hi there,
The problem is with the upgrade to ADSL2+. I'll try and find out what the issue is there, but rest assured you'll still be changed to Extra regardless (it's a two-step process).
genkville
Grafter
Posts: 49
Registered: ‎04-12-2009

Re: Upgrade to plusnet extra failing? Please help

Thanks Mand  Smiley
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: ‎05-04-2007

Re: Upgrade to plusnet extra failing? Please help

Checking the account it all looks fine, it seems we've submitted two orders for you instead of one (which is why the errors are returned). Got someone on this now.
genkville
Grafter
Posts: 49
Registered: ‎04-12-2009

Re: Upgrade to plusnet extra failing? Please help

Thanks again Mand, like I said if you guys can get this sorted before the 9th June I would appreciate it very much  Smiley Smiley Cheesy Cheesy Wink Wink
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: ‎05-04-2007

Re: Upgrade to plusnet extra failing? Please help

Should be resolved way before then. Smiley
genkville
Grafter
Posts: 49
Registered: ‎04-12-2009

Re: Upgrade to plusnet extra failing? Please help

Any updates Mand?  Smiley  Lips are sealed
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: ‎05-04-2007

Re: Upgrade to plusnet extra failing? Please help

Yup, just updated your ticket. Smiley
genkville
Grafter
Posts: 49
Registered: ‎04-12-2009

Re: Upgrade to plusnet extra failing? Please help

Quote from: Mand
Yup, just updated your ticket. Smiley

Thanks Mand
I got the email. Am I ok to bug you on last time before the 9th to double check I'ts defo going to change? Cos 10GB is barely lasting me  Kiss
Lips are sealed
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: ‎05-04-2007

Re: Upgrade to plusnet extra failing? Please help

Sure, drop me a PM just before. Smiley
genkville
Grafter
Posts: 49
Registered: ‎04-12-2009

Re: Upgrade to plusnet extra failing? Please help

Hi Mand
I PM'd you yesterday and went to look at my account and found another automated message.
System User  Automated Script Pool  8:58am, Tuesday 1st June 2010

There's been a problem progressing your broadband order.
We'll get some more information on the problem and update this ticket with details as soon as we have them.
[internal note]
Order has been cancelled. Please check Install Diary and resubmit order once issue is resolved.

I did receive a text though saying "Your order has gone through successfully"
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: ‎05-04-2007

Re: Upgrade to plusnet extra failing? Please help

Hi Smiley
You can ignore that text, it's relating to a duplicate order that we cancelled, your ADSL2+ order completed yesterday.
genkville
Grafter
Posts: 49
Registered: ‎04-12-2009

Re: Upgrade to plusnet extra failing? Please help

Thanks Mand
I will try and upgrade again. I need the 60GB  Embarrassed
G
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: ‎05-04-2007

Re: Upgrade to plusnet extra failing? Please help

You don't need to try again.
You're going to be changed to Extra on June 9th.
genkville
Grafter
Posts: 49
Registered: ‎04-12-2009

Re: Upgrade to plusnet extra failing? Please help

Quote from: Mand
You don't need to try again.
You're going to be changed to Extra on June 9th.

Excellent!
Thanks Mand