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

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leetwin88
Dabbler
Posts: 15
Thanks: 2
Registered: ‎21-11-2018

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

Happens on ethernet and WiFi can't even watch Netflix or Amazon prime this is a joke this has happened two months in a row when my bill has been taking from my account it's like I'm paying for services I'm not getting
Plusnet Help Team
Plusnet Help Team
Posts: 11,586
Thanks: 3,537
Fixes: 577
Registered: ‎21-04-2017

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

Thanks for the detail.

Could you leave this with me to investigate with the right people next week please?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
leetwin88
Dabbler
Posts: 15
Thanks: 2
Registered: ‎21-11-2018

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

All I've done is wait for nearly two weeks looks like I've got no choice
Plusnet Help Team
Plusnet Help Team
Posts: 11,586
Thanks: 3,537
Fixes: 577
Registered: ‎21-04-2017

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

Apologies for the inconvenience caused by the delay.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
leetwin88
Dabbler
Posts: 15
Thanks: 2
Registered: ‎21-11-2018

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

That's fine only problem is I need to use a VPN to access everything is a pain.
Plusnet Help Team
Plusnet Help Team
Posts: 11,586
Thanks: 3,537
Fixes: 577
Registered: ‎21-04-2017

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

I've passed this to a colleague @Darkfire to look into and we can (obviously) see something's not right on the back-end systems. He's trying to sort this out over the weekend, but we may need the help of our networks guys next week.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
leetwin88
Dabbler
Posts: 15
Thanks: 2
Registered: ‎21-11-2018

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

Ok thanks for that.
Plusnet Help Team
Plusnet Help Team
Posts: 11,586
Thanks: 3,537
Fixes: 577
Registered: ‎21-04-2017

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

No worries.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 11,586
Thanks: 3,537
Fixes: 577
Registered: ‎21-04-2017

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

OK I think this should be sorted now.

It looks like there was a records issue on a back-end system where your account was showing as in a failed payment state, and anything we do on your account to take you out of this state wasn't working, because there weren't any records on the back-end to show that your account should be in anything other than failed billing, so it was essentially stuck in a loop.
Can you let me know if you're able to browse normally without a VPN now?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
leetwin88
Dabbler
Posts: 15
Thanks: 2
Registered: ‎21-11-2018

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

Yes can confirm it is working now and will I get reimbursed for the 15days of down time.
Plusnet Help Team
Plusnet Help Team
Posts: 11,586
Thanks: 3,537
Fixes: 577
Registered: ‎21-04-2017

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

Glad to hear that! Thumbs Up

I've made you an offer for a gesture of goodwill to your ticket.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
leetwin88
Dabbler
Posts: 15
Thanks: 2
Registered: ‎21-11-2018

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

Thank you very much. Happy new year.
Plusnet Help Team
Plusnet Help Team
Posts: 11,586
Thanks: 3,537
Fixes: 577
Registered: ‎21-04-2017

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

No problem, and you too!

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Cazlizzy
Dabbler
Posts: 18
Thanks: 5
Fixes: 1
Registered: ‎15-08-2018

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

@Mads hiya...finally got my internet sorted..but it took a while. Still couldn't pay it online 'cos i kelpt getting a timed out message during the verification process....managed to change my payment method but by the time they tried to take the payment they had added charges on and so the payment failed...and I was cut off all together. managed to finally get through on the phone on Monday and paid it over the phone..then waited untill the next day to be re-connected.  So yes mine is now ok..but it cost me an extra £13 and several days of no service to get there..lol   all this despite trying to pay before any of this was necessary.

I know none of this is your personal fault but it is frustrating. Sad

Plusnet Help Team
Plusnet Help Team
Posts: 11,586
Thanks: 3,537
Fixes: 577
Registered: ‎21-04-2017

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

Sorry to hear this.

I've made you an offer for a gesture of goodwill here: https://www.plus.net/wizard/?p=view_question&id=186014080

Hope this helps.

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