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please can someone help

madcarlos85
Dabbler
Posts: 16
Registered: 19-01-2011

please can someone help

i need a plus net staff member too help me please
i have just logged on to see how my order was going and it came up a payment has failed for broadband but the money is in myaccount waiting to be took it also says things have been restricted like my services please can someone tell me what is happening?? Sad
7 REPLIES
Moderator
Moderator
Posts: 26,945
Thanks: 1,749
Fixes: 133
Registered: 14-04-2007

Re: please can someone help

A Digital Care Team member will probably pick this up on Monday.

Customer and Forum Moderator.

madcarlos85
Dabbler
Posts: 16
Registered: 19-01-2011

Re: please can someone help

ok thanks is this going to  put another delay on my orderHuh?
it does say pay now but i dont want to pay now and then they try taking it again?Huh
Community Veteran
Posts: 2,106
Registered: 06-02-2008

Re: please can someone help

Can you add some card details from here > https://portal.plus.net/my.html?action=update_credit_card&s=0 then we can take the payment Smiley
madcarlos85
Dabbler
Posts: 16
Registered: 19-01-2011

Re: please can someone help

thanks i added payment card details it says it paid now so is that it all sorted now ? how come it didnt use the card details it used for the previous transaction?
Community Veteran
Posts: 2,106
Registered: 06-02-2008

Re: please can someone help

Yeah everything's fine now. I think we made some changes recently where your card details are removed after the first payment, regardless of card type. If Kelly pops his head into this thread he'll be able to tell us for sure.
madcarlos85
Dabbler
Posts: 16
Registered: 19-01-2011

Re: please can someone help

ok thanks a lot
Community Gaffer
Community Gaffer
Posts: 5,269
Thanks: 577
Fixes: 5
Registered: 04-04-2007

Re: please can someone help

We don't keep the card for continuous payments if it's been used for a one off.  It's assuming permission if we did, which is naughty.
Kelly Dorset
Broadband Service Manager