"http://failed.billing.plus.net/apps/payment/failed" Issue

[#1]

In common with the people on the six pages of hits Google throws up in response to this query I am currently unable to access any non-https sites.

My account was restricted on Wednesday afternoon due to a billing glitch which threw up a non-existent unpaid amount on my account. I've so far spent at least 90min on hold waiting to talk to customer services and tech support only for them to be unable to fix the problem.

They've disabled and re-enabled my account which has changed nothing. We've been through the whole turning off the router for at least 65min to get a new IP address a couple of times, no change. In fact I've had AT LEAST six new IP addresses since this began and the issue persists (I manually dropped the PPP connection and allowed it to reconnect to get a new address).

Things briefly went back to normal for a couple of hours on Thursday afternoon, only for the problem to return later.

Initially I was being redirected to a page saying "We'll be right back". After the problem returned I was getting the infamous "The Account has no invoice in failed Billing" page, until Thursday evening since when I get nothing - just a "This site can't be reached" message from my browser.

In fact, since Friday afternoon I am now unable to access the main plusnet website (either via http or https) so can't check on the progress of my support ticket which I was trying to update when connectivity failed. Strangely I am currently able to access these forums (we'll see if that continues once I post this message).

Anyway, can one of the tech support people who monitor this forum please sort this out for me? You guys seem to have more success than those accessible via the 'phone.

And I was all set to recontract this month...

[#2]

Moderators Note

This topic has been moved from Fibre to My Account / Billing

[#3]

Not entirely sure how this is a billing issue since it clearly a technical screw up, but fair enough.

Now 19:30 on Saturday and yet NOTHING has been done to fix the problem. In all the years I've been with PlusNet I've never encountered this level of inaction/incompetence.

Stuff recontracting, I'll be looking for a new ISP ASAP!

[#4]

Well, I just manually dropped my PPP connection to get a new IP address assigned and can now access the main PlusNet site again.

Has anything else changed? Has it hell! Though I'm now getting the "The account has no invoice in Failed Billing" message again rather than and unable to connect error.

I trust I'll be getting a refund on my bill for the time I've been unable to use the internet!

[#5 · Accepted solution]

Never mind. I tried ringing Tech Support one more time and got through to a very helpful and knowledgeable person who finally managed to sort out my issues.

[#6]

Hi @Ensor 

Really sorry for the issues which you have had. 

Thanks for letting us know you managed to get through to somebody and get this rectified. 

Please get back in touch with us if we can ever be of more assistance. 

All the best, 

MoR

[#7]

"http://failed.billing.plus.net/apps/payment/failed" Issue

we are having the same problem cant even go to plusnet site to get help tried the turning of and on router and all bills are up to date to be fair this is the first time this has happened but cant seem to sort it out any help from your end would be great 

thnx

[#8]

Hi @dru, I am very sorry for the issues you have been experiencing. Can you advise if you are still experiencing this issue?

[#9]

phoned up and got it fixed thnx for reply

[#10]

anyone know why and what is causing this?..mine is the same.

[#11]

Hi @Cazlizzy, I am sorry that you have also experienced an issue. I can't see anything that would cause this for you, but have made a few adjustments this side.

Please get back to us if the issue persists.

[#12]

@LaurenB thank you..whatever you did worked..all good now thank you

[#13]

hi ive been having the same issue for the past 6 days may i ask how did they sort it please 

[#14]

@leetwin88 hiya..sorry i don't know what they did....but mine works now..hopefully @LaurenB will see this and make the same adjustments for you too.  It does seem odd that so many are having this problem..I couldn't access my bank to pay bills or anything that wasn't bookmarked for  5-6 days either. but they are very helpful so hears hoping yours is sorted soon. 

[#15]

Thanks for the reply it seems that they don't know them selfs and keep passing on to people all the time