Stuck at "Account Closing"... since 2018!

[#1]

I had a broadband/phone contract with Plusnet a number of years ago, but cancelled it and moved away when the price went up at the end of the 'discount' period. Everything went fine except that ever since the account has been stuck at "Account Closing. You can't change your products for the moment, our system may be updating. Please try again later". I see that my final bill was in December 2018, so I don't think it is still updating at this point.

Now I'm thinking of coming back to Plusnet, but providing my address and phone number as a 'new' customer just takes me back to the same account and I can't progress with my application.

Is there any way for me to fix my old account?

[#2]

You may well have to phone in to get over that "system limitation" and I don't think old accounts can be "reactivated" anyway.

I ordered an additional line recently and the only way to do that was to phone in and have a new account opened with a new ID.

[#3]

Thanks for confirming what I suspected.

The whole episode does make me question the sense in moving back to Plusnet at all. Support channels seem limited: I'd rather not be hanging on the phone for an indeterminate time (my landline is 17p/minute and mobile is patchy in my house) and I have no desire to join the social media company formerly known as Twitter. Plus the account management is clearly broken and has been for some time.

[#4]

@suris 

If you're lucky a PN staffer will pick up this thread in the next day or so and do the necessary.

Brian

[#5]

Hi @suris, can you DM me your username for the old account please and I'll have a look at what I can do to sort this out for you. 

[#6]

Yes, you are right.