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Standard User TLM
(legend) Mon 15-Mar-21 10:24:15
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Failed payment - restricted connectivity prevents resolution


[link to this post]
 
Yesterday (only) my payment to PN failed due to an expired card, so I need to get onto their website to update the payment details.

BUT they have apparently started restricting connectivity due to the failed payment, and among the sites I can't access is...guess what? Plus.net. How on earth do you pay if your site access has been suspended because you haven't paid?
Standard User longedge
(experienced) Mon 15-Mar-21 12:10:09
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Re: Failed payment - restricted connectivity prevents resolu


[re: TLM] [link to this post]
 
Phone them. I had to on Saturday and got through straightaway.

p.s. perhaps it's a deliberate and (not so) subtle way of getting people to move over to DD.

plusnet FTTC 55/10
Using a Fritz!Box 7530

Edited by longedge (Mon 15-Mar-21 14:31:44)

Standard User ian72
(eat-sleep-adslguide) Mon 15-Mar-21 12:17:06
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Re: Failed payment - restricted connectivity prevents resolu


[re: TLM] [link to this post]
 
Years ago my brother was in a similar position but the Plus.net website was available despite the restriction. Do you have a mobile phone that you could access the website from?


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Standard User TLM
(legend) Mon 15-Mar-21 12:52:28
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Re: Failed payment - restricted connectivity prevents resolu


[re: ian72] [link to this post]
 
No, no alternative internet access at all.
Standard User TLM
(legend) Mon 15-Mar-21 12:55:16
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Re: Failed payment - restricted connectivity prevents resolu


[re: longedge] [link to this post]
 
Looks like it will have to be phone. No response yet on their community forums, to which, ironically, I still retain access, but not to my account page, which would let me resolve the problem!
Standard User danielhyde
(member) Mon 15-Mar-21 13:35:18
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Re: Failed payment - restricted connectivity prevents resolu


[re: TLM] [link to this post]
 
In reply to a post by TLM:
No, no alternative internet access at all.


I'm curious to how you are posting on here?
Standard User Dean83
(learned) Mon 15-Mar-21 13:37:41
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Re: Failed payment - restricted connectivity prevents resolu


[re: danielhyde] [link to this post]
 
My thoughts too !?
Standard User TLM
(legend) Mon 15-Mar-21 14:13:58
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Re: Failed payment - restricted connectivity prevents resolu


[re: danielhyde] [link to this post]
 
Because they haven't blocked every site...yet. Just selected ones. Unfortunately, among those they've chosen to block is their own site with access to my account, which would enable me to fix the problem!
Standard User Malwaremike
(experienced) Mon 15-Mar-21 14:27:58
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Re: Failed payment - restricted connectivity prevents resolu


[re: danielhyde] [link to this post]
 
OP says:No response yet on their community forums

I was in a similar situation when someone at PN had entered the wrong date for changeover from BT and my BB was disconnected on the day after my emergency admission to hospital. Being unable to contact PN by phone I posted here in desperation and longtime TBB poster Bob very kindly got it sorted for me.

There have been similar cases on the PN forum and it's indeed strange that PN cannot enable some means of making payment; but knowing PN's account system it isn't strange at all. In fairness much hassle can be avoided if we carry out our side of the contract and pay our bills when they are due.
Standard User TLM
(legend) Mon 15-Mar-21 14:43:23
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Re: Failed payment - restricted connectivity prevents resolu


[re: Malwaremike] [link to this post]
 
It was a simple oversight due to card expiry. I think it's the first time in five years, maybe ten, that I've ever had a failed payment, so I've hardly been "gaming the system" to try to delay or get out of paying, or anything like that.

To impose restrictions immediately was not only hasty, but counter-productive, as it has stopped me taking the necessary steps to resolve it.

I gather that, in theory, the error page denying access should have a link you can click on to go and pay. BUT I don't have that, and this seems to be a known issue dating back at least a year or two, according to the forums.
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