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Cannot change payment card in portal

onair
Newbie
Posts: 8
Thanks: 1
Registered: ‎17-01-2024

Cannot change payment card in portal

Seems to be a bug when clicking on change card blank page pops ups with contact administrator broken link.  

14 REPLIES 14
Baldrick1
Moderator
Moderator
Posts: 12,435
Thanks: 5,597
Fixes: 430
Registered: ‎30-06-2016

Re: Cannot change payment card in portal

Moderator's note:
Thread moved from Broadband to My Account/Billing

Moderator and Customer
If this helped - select the Thumb
If it fixed it,  help others - select 'This Fixed My Problem'

ClaudiaG23
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 361
Fixes: 25
Registered: ‎02-05-2023

Re: Cannot change payment card in portal

Hi @onair Is this happening on different browsers?

 

Have you tried clearing your history, cache and cookies?

If this post resolved your issue please click the 'This fixed my problem' button
 Claudia Garner
 Plusnet Help Team
onair
Newbie
Posts: 8
Thanks: 1
Registered: ‎17-01-2024

Re: Cannot change payment card in portal

Hi yes I have tried 2 different desktop browsers and a mobile. Its the same error on all.

In the end I had to phone plusnet support for them to manually enter my payment details.

The error is still there though. 

James30
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 478
Fixes: 32
Registered: ‎19-04-2023

Re: Cannot change payment card in portal

@onair - Would you mind giving us a call on 0800 432 0200 and well be able to update the details that way and see if there is anything wrong with your account stopping you from being able to do it on the portal? Thanks

If this post resolved your issue please click the 'This fixed my problem' button
James - Plusnet Sheffield
Plusnet Help Team
DS
Seasoned Champion
Posts: 2,307
Thanks: 491
Fixes: 22
Registered: ‎06-01-2017

Re: Cannot change payment card in portal

Pardon my intrustion

 

But


@onair wrote:

Hi yes I have tried 2 different desktop browsers and a mobile. Its the same error on all.

In the end I had to phone plusnet support for them to manually enter my payment details.

The error is still there though. 


 

Or have I misunderstood what @James30 was saying


@James30 wrote: snipped

. Would you mind giving us a call on 0800 432 0200 and well be able to update the details


 

Would the previous call have not done this?

 

But it does sound like even though @onair did call it does appear to still be borked - thus manual intervention of this blip on their account..... perhaps Wink

onair
Newbie
Posts: 8
Thanks: 1
Registered: ‎17-01-2024

Re: Cannot change payment card in portal

Hi i did call yes and did manage to change it over the phone. I really do no like giving card details over the phone.

Just to mention the error is still there and it will not allow details or card details to be changed.

Surprised this has still not been fixed. 

willcutforth
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,718
Thanks: 80
Fixes: 113
Registered: ‎27-11-2020

Re: Cannot change payment card in portal

@onair I will pop you a PM over and we can sort it from there for you Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
onair
Newbie
Posts: 8
Thanks: 1
Registered: ‎17-01-2024

Re: Cannot change payment card in portal

This error has still not been fixed.

 

error.jpg

Townman
Superuser
Superuser
Posts: 24,096
Thanks: 10,248
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Registered: ‎22-08-2007

Re: Cannot change payment card in portal

Might a direct debit be less hassle?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

onair
Newbie
Posts: 8
Thanks: 1
Registered: ‎17-01-2024

Re: Cannot change payment card in portal

Thanks but I would rather pay by card. Even if I wanted to pay by Direct I could not and there is no option to get into the change payment options details without that error. Plus I do no like reading my card details out over the phone.

This error was first reported in January we are now going into May and its pretty poor plusnet has not fixed it. Even the operator said there had been many calls about it.

ClaudiaG23
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 361
Fixes: 25
Registered: ‎02-05-2023

Re: Cannot change payment card in portal

@onair I'm sorry this has been ongoing to this length of time.

 

Have you tried clearing your History, Cache and cookies? Or tried a private browser?

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Claudia Garner
 Plusnet Help Team
onair
Newbie
Posts: 8
Thanks: 1
Registered: ‎17-01-2024

Re: Cannot change payment card in portal

Thanks for the reply. Yes have tried all that many times. When I called the operator said they were aware of the issue and have had many calls about it.

ClaudiaG23
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 361
Fixes: 25
Registered: ‎02-05-2023

Re: Cannot change payment card in portal

@onair  That makes sense! I'm more on the technical team which is probably why I've not heard of this issue. 

If this post resolved your issue please click the 'This fixed my problem' button
 Claudia Garner
 Plusnet Help Team
onair
Newbie
Posts: 8
Thanks: 1
Registered: ‎17-01-2024

Re: Cannot change payment card in portal

Looks like they are aware of the issue but its still not been fixed since January.

I just cannot believe such a simple fault has not been sorted yet.