Account Restricted?

[#1]

Not yet, I can see it's effectively a cosmetic issue where the account shows as restricted on the customer's side but actually isn't

[#2]

So the short answer to @supernoodles is that 8 months on the issue they have encountered remains unresolved?

Will that do?

[#3]

@adamwalker I would say it is a lot more serious than a cosmetic issue if the customer has problems accessing their Member Centre account.☹️

[#4]

Agreed, I wasn't aware it also affected member centre access also. 

I'm sorry for how long it's taking to resolve @supernoodles, as an option we can arrange to set up a new account and move your services over to that so please give that some thought and let me know if you'd like us to give that a try. 

[#5]

Hey thanks again for the reply.

As stated I can't view anything other than the main page I can't even do the that'll brew competition lol.

I am willing to have a new account made if I can keep the same email address / contract length so expiring in 2024 I know I'd likely have to use a different username and that's fine.

Is this also something that can be done via PM's here rather than over the phone as I am limited on time during the hours you are open.

[#6]

Hi, we should be able to do it via PM/tickets

A new account would just need to be set up first that we can treat as a "repair account" it would make sense if we can do this early on in a day where you can PM myself straight after signing up the account so I can make sure automation doesn't try to place any orders and I'll then be able to switch the services over. 

I'll be on shift from 11.30-8 on Saturday and 8-4.30 on Sunday if that's any good for you?

Adam

[#7]

Sounds good would you possibly be able to PM me first thing Saturday with exactly what I need to do so we can get the ball rolling

[#8]

hiya everything appears to be up and running perfectly.

Only issue i see is on the account dashboard the bill says "Payment Pending" and at the top of the page it says "An error has occurred You can't change your products for the moment, you already have a product change in progress."

I assume all of this is normal since the account is technically only a few days old?

[#9]

Heya, cheers for getting back. 

I'm glad that things are a lot better now. Yeah that looks normal. 

The pending product change banner should disappear on your next bill date when your new contract begins. As for the payment pending, I suspect this is a side effect of the account being made as a "repair" which meant that the first month was free. That should hopefully go away after your next bill is paid.

Let us know how it goes though.

[#10]

ok so i have a very new very strange issue.

I can't sign into my account on Firefox i can sign in just fine on chrome but firefox keeps saying my username or password is incorrect even with my firefox fully reset as if its a brand new install.

hopefully this isn't something isolated to just me not sure what could be causing it

[#11]

That would likely be due to this: https://community.plus.net/t5/Everything-else/Plusnet-Broadband-login-and-Firefox-Browser/m-p/189081...

[#12]

Hiya everything has been great since we did the switch over and everything but now my first bill has been generated and for some reason its showing as £47.54 not £23.99 as it is supposed to be

[#13]

Hey, thanks for getting back to me.

I was afraid this would happen. I checked your account this morning before the bill generated and I saw the contract renewal went through but discounts weren't automatically added so I manually added them. 

Unfortunately it looks like it was too late for these to be applied onto the bill which was produced shortly after. 

I can't change the bill amount but I've refunded the overcharge to your bank which you should receive before or not long after we take the payment. Things should be okay moving forward from next month too. 

Let me know though if you have further issues or there's anything else you'd need help with.

[#14]

Brilliant i'll keep an eye out for that thanks again for the swift reply and help

[#15]

Cool and no problem at all!

Cheers