Been "restricted" for a while, even though balance is £0

[#1]

@ieatlegobricks I'm sorry to see we haven't got back to you about this issue.

I'm afraid that there's nothing anybody in the contact centre can do to manually fix this. 

The delay is due to what I've mentioned in my post above here https://community.plus.net/t5/My-Account-Billing/Been-quot-restricted-quot-for-a-while-even-though-b...

If you'd want we can create a new account for you on the same service you have at the moment, then that way you'd be able took at the online offers for full fibre. Drop me a private message with your phone number and when you'll be available for a call if you'd like to go ahead and I'll ask one of my colleagues to call you back.

[#2]

So what your saying is they do know about this issue and have done for some time but not willing to fix it? if thats the case i will probably switch providers when my contract is up as im wanting to upgrade to full fibre anyway 

[#3]

@ieatlegobricks,

It's not a case of flicking a switch to fix as due to the way our systems work it'll need a detailed investigation. 

I'm still happy to arrange one of my colleagues to call you back to upgrade to full fibre? Let me know if you'd like to take me up on this. You won't need to wait until your contract ends. 

[#4]

I understand that but it should not take over 4months to fix a simple backend account issue. I have just got off the phone with and they said they would raise it with the team leader at the next meeting, also requested a call back from there team leader. Billing/account team refreshed my account and apparently found the issue and to try login in a hour. I'll keep u updated

[#5]

@ieatlegobricks

No worries, I do understand it shouldn't take this long but it's a complex problem. I just want to set some expectations with you here that I don't believe there's anything a team leader can do to fix the issue. 

Additionally I would be highly surprised if refreshing the component on your account will help because the issue's technically not with your account our side, but the member centre on our website but let me know how you get on. 

[#6]

Yeah I thought as much so hard to get through to someone who can actually help, I will be ringing back tomorrow if its still not fixed. I will get it fixed one way or another 😅

[#7]

@ieatlegobricks,

I suspect that's because there's no one you could speak to who can fix the issue. If we can, we would. 

I'm happy to be wrong though but I just want to set expectations that's all so you don't waste your time. 

From where I'm sat, the only way we can fix is through a new account. Really sorry about this. 

[#8]

Doesn't fill me with much hope when even forum staff are saying to have low expectations but I'm glad your been honest 😅 if I'm still restricted when my contract is up I'll switch but in the meantime I'll keep trying. It's frustrating as I run my own website and would always fix any issues as soon as there raised.

[#9]

@ieatlegobricks,

Some problems are genuinely beyond our control and require a dev to investigate further to fix.

Do you mind me asking why you seem reluctant with creating a new account?

[#10]

So there waiting on a dev to look at it still? I've had this account years and would like to continue using it. If they get back to me and just say we don't know how to fix it and the only way would be a new account then maybe, but they have told me they can see the issue and should be fixed soon. We'll see if this is the case if not I'll ring back tomorrow.

[#11]

At this stage we don't know if it can be fixed or how long it'd take, if we can fix the issue. 

No worries, I'll leave this with you, let me know if you'd like my help to create a new account.