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Why did the payment for my broadband service fail?

jasonfreeman
Grafter
Posts: 366
Registered: 29-10-2013

Why did the payment for my broadband service fail?

i was on the internet today and a little message popped up saying "sorry to interrupt you're browsing.........". It was about Plusnet trying to take the money out of my account but it failed, could someone from Plusnet tell me exactly why it failed please?
11 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 12,763
Thanks: 108
Fixes: 32
Registered: 27-04-2007

Re: Why did the payment for my broadband service fail?

Hi Jason,
A reason has been added to ticket 79616839 which you should be able to see over at http://contactus.plus.net
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
jasonfreeman
Grafter
Posts: 366
Registered: 29-10-2013

Re: Why did the payment for my broadband service fail?

i can't find the reason?
Community Veteran
Posts: 38,307
Thanks: 972
Fixes: 57
Registered: 15-06-2007

Re: Why did the payment for my broadband service fail?

did you look at closed tickets
jasonfreeman
Grafter
Posts: 366
Registered: 29-10-2013

Re: Why did the payment for my broadband service fail?

i found it and i have submitted a payment for my broadband service via direct debit
jasonfreeman
Grafter
Posts: 366
Registered: 29-10-2013

Re: Why did the payment for my broadband service fail?

My broadband bill was suppose to be taken out on the 6/01/2014 but it failed so i went on my online Plusnet account and submitted another payment but i just now i went onto the internet and it said it failed again? i don't know why but it keeps saying i haven't made a payment when i have and it is restricting my online service aswel. can someone sort this problem out for me please?
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Why did the payment for my broadband service fail?

Hi, from what we can see the payment has only failed once, and the reason is shown on the ticket number that Adam has quoted earlier in the thread. You should have the option to submit the payment online though, if you visit our website? If that's not the case the best thing to do would be to give our support team a ring and they'll be able to sort it out for you.
jasonfreeman
Grafter
Posts: 366
Registered: 29-10-2013

Re: Why did the payment for my broadband service fail?

i have already been on the Plusnet site and submitted a payment but its still saying pending for the bill that was suppose to be taken out on 01/01/2014?
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Why did the payment for my broadband service fail?

What date did you resubmit it on? Remember that direct debits take around 5 WORKING days to clear after subsmission.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
jasonfreeman
Grafter
Posts: 366
Registered: 29-10-2013

Re: Why did the payment for my broadband service fail?

it was on the 7th
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Why did the payment for my broadband service fail?

There was a payment going through at that time, it's that one that failed on the 9th? I'm afraid as I said above you'll need to either submit it again or give our support team a ring and they'll be able to take a card payment which will sort it.
jasonfreeman
Grafter
Posts: 366
Registered: 29-10-2013

Re: Why did the payment for my broadband service fail?

i will re-submit then if not i'll give the support team a ring. thank you for you're help.