Unable to view offers and upgrades

[#1]

Hi, my contract ends in 6 weeks or so. I logged into my account to look at the offers and upgrades but get this message:

Due to a temporary issue we are unable to provide you with upgrades or contract renewals at the moment, please try again later.

You may be able to resolve the issue yourself by refreshing the page, logging out and back in again, or by clearing cookies in your browser.

If this problem persists please contact us on 0800 432 0200

So I rang the number and the customer services assistant couldn't fix it either so he offered me full fibre but would have to set up a new account. We went though all the details then his computer system crashed. Is this indicative of Plusnet at the minute. If so I'm going to move elsewhere. 

Any help or advice gratefully accepted.

[#2 · Accepted solution]

@ericw400 

Don't know if the PN website is having problems but I would not have thought it necessary to set up a new account for Full Fibre. You would lose PN email and any other Add Ons you may have.

You do lose your landline line however. If this matters you would need to port the number to an independant VOIP provider withing 30 days of the change.

Try phoning the PlusNet Customer Options Team on 0800 013 2632 to see what they say.

Brian

[#3]

I called the customer service number as mentioned above and they couldn't fix the account, is the number you have given a different department?

[#4]

@ericw400 That is a bit of a new one on me., usually the message is 'you can't make any alterations, there is a pending action on the account', which is usually resolved by contacting them and getting them to manually clear it.

If you already have an account, there should be no need to create a new one - hold for a while and see if @Townman or @MisterW  can kick the right butts.

[#5]

Don't know if the PN website is having problems

The member center is certainly having problems and there is an incident raised and under investigation. Not sure is that is affecting other 'account' systems but @ericw400 it might be worth waiting until the problems are fixed , then trying again

[#6]

@ericw400 

The COTS department / section is for PN customers to see what's available on their account for upgrades so worth a go.

However, if the PN systems is having problems then they will likely be affected as well.

Brian

[#7]

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@ericw400 wrote:

If so I'm going to move elsewhere. 

---

@ericw400 

If you are considering the possibility of going elsewhere for FTTP,

do you have any AltNet full fibre providers available to you ? (instead of using FTTP from Openreach).

I ask, because if you're going to start afresh and have a new full fibre service installed,

most AltNet prices are cheaper than comparable speed packages via Openreach's FTTP

also most AltNet services a symmetrical, so you'll have a massively faster upload speed compared to Openreach FTTP.

If you happen to be in an area served by CityFibre, then you'd have the greatest choice of ISPs for your broadband.

.

[#8]

Just checked, sadly not in my area.

[#9]

"Try phoning the PlusNet Customer Options Team on 0800 013 2632 to see what they say"

This was the solution. Account has been fixed and new broadband ordered.

The difference in customer service was night and day with the previous advisor.

Thank you @bmc