Can't take payment problem

Just had a new line fitted, line tests OK, but got an email saying,

"Dear XXXXXXXXXXXXXX,

Your telephone line has passed our initial checks. This means your
local exchange can provide broadband.

However, we couldn't take the initial fee of £0.00 (inc. VAT) for your
broadband installation. This may be because your payment details have
expired or are invalid. We need to take this payment to carry on with
your broadband activation. If we can't, your broadband order will be
cancelled.."

I've logged in and double checked the card details, they are correct, it's the same card the payment for the line install was charged on so there should .be no problem, line rental is also on this card and I have not had any messages about problems for that either.

Is it because they are trying to take a payment of £00.00 ??

I was given 3 months free broadband when I signed up.

Computers are stupid! LOL!

IF Payment = £0.00 THEN Don't send eMail

You aren't likely to get a response from a PlusNet rep on here until Monday morning so you would be better either calling the Helpline or responding to the ticket via the Portal or both.

In reply to a post by Wheel_Nut:

You aren't likely to get a response from a PlusNet rep on here until Monday morning so you would be better either calling the Helpline or responding to the ticket via the Portal or both.

.

It is most likely a system error someone may have to manually put in a payment amount of £0.01 for the system to work

Got a second email saying the same thing this morning.

Rang the help line and no help whatsoever, hadn't got a clue.

She kept insisting that the payment was for £69.99 not £0.00 as the email said, it was for the line install charge plus the first months line rental (which would be £49.99 + £10.95 so that's not right).

I checked my bank and the line instal was paid on Sept 21st when I placed the order, the lady I spoke to took the payment while I was on the phone. I told her this but she insisted that that payment had not been made and that they would try and take payment again today or tomorrow.

Looks like you chose well .

I'm beginning to think so to

If they can't manage to take a simple payment God knows what else they can't do. I checked the bank again, all details correct and there's even a Direct Debit set up for PlusNet so I'm porked if I know why they can't get it right.

Mind you, I may of got it all wrong, the lady I spoke to was very quiet and her english was not great.

Get it sorted on Monday when the Comms team are in.

Is that a different number to the one on the website, 0845 140 0200 ?

There isn't a number for them - Strat was meaning the ones who respond to the forums.
You could try this number which should get you through to Sheffield as opposed to Durban 0114 296 5198