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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.
Standard User ian72
(eat-sleep-adslguide) Mon 15-Mar-21 14:44:27
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Re: Failed payment - restricted connectivity prevents resolu


[re: TLM] [link to this post]
 
In reply to a post by TLM:
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!
That is truly bizarre that they have set it up that way - suggest something along the lines of "unintended consequences" as there is no logical reason to block PlusNet's own system but allow TBB forums. Something broken in PlusNet Towers I would guess.
Standard User TLM
(legend) Mon 15-Mar-21 14:55:22
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Re: Failed payment - restricted connectivity prevents resolu


[re: ian72] [link to this post]
 
In reply to a post by ian72:
In reply to a post by TLM:
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!
That is truly bizarre that they have set it up that way - suggest something along the lines of "unintended consequences" as there is no logical reason to block PlusNet's own system but allow TBB forums. Something broken in PlusNet Towers I would guess.

Exactly that! And they know it because it's been reported multiple times before!

I can find no common theme in the sites being blocked. Doubtless there is behind the scenes, but it's nothing that is obvious to an end-user. Most sites are OK, a few are not. It just so happens that Plusnet's own site, which I need to visit to correct it, is in the "denied" list.

And no, it's not a coincidence unrelated to the failed payment. The error page actually says that Plusnet refused the connection - not that it failed. frown
Standard User Malwaremike
(experienced) Mon 15-Mar-21 16:14:59
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Re: Failed payment - restricted connectivity prevents resolu


[re: TLM] [link to this post]
 
Bad luck on your card expiry, as I said you're not the first to be blocked from payment. No point in our rambling any more, if I were you I'd call them right now. Hope you get it sorted.
Standard User TLM
(legend) Mon 15-Mar-21 16:21:11
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Re: Failed payment - restricted connectivity prevents resolu


[re: Malwaremike] [link to this post]
 
I've called them. The poor young lady agreed it's an error, but has had to email the relevant team to get the restrictions lifted, so no instant fix.
Standard User RobertoS
(elder) Tue 16-Mar-21 10:32:45
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Re: Failed payment - restricted connectivity prevents resolu


[re: TLM] [link to this post]
 
The weird site blocking could be to do with the mishmash of past companies that make up Plusnet. The accounts system possibly being on the servers of one and your connection being to another.

(Hard to explain in a few words what I mean, but basically the reason all their accounts/admin systems have been a mess for over a decade. Multiple legacy systems still in use, with bad linkages between them and ad hoc fixes and patches applied only now and then. No overall coherent architecture).

My broadband basic info/help site - www.robertos.me.uk. Domains, sites and mail hosting - Tsohost & Ionos.
Connections: OnePlus 8 Pro max 165Mbps down, 24Mbps up on Three, and B311 4G, tbb tests normally 35-45Mpbs down, 65Mbps off-peak, 9-24 up.
========================
The EU’s multiple failures are due to a deeper malaise .... What malaise? The EU’s formidable immunity to the smallest amount of democracy. New Statesman Feb 2021.
Standard User TLM
(legend) Tue 16-Mar-21 14:11:02
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Re: Failed payment - restricted connectivity prevents resolu


[re: RobertoS] [link to this post]
 
They still haven't fixed it.

I've lost access to all my distance learning course materials, and, intermittently, this site! The "intermittently" bit is strange, but it's still trying to redirect me to the Failed Payment page - i.e. the FAILED Failed Payment page, which doesn't let me pay - so it's all part of the same problem.

Have raised it a second time on their community forums - where I can see there is a staff presence, but not in response to me yet. Have also now raised it on Trustpilot, which it's clear they monitor and respond to.

I may not be able to view or respond to further replies in this thread, as it all depends how long I retain access. Next time they try to prompt me for payment I'll get locked out again.
Standard User ian72
(eat-sleep-adslguide) Tue 16-Mar-21 15:40:05
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Re: Failed payment - restricted connectivity prevents resolu


[re: TLM] [link to this post]
 
Do you have someone you could trust that has working Internet that could log in to your account for you and update the payment details? You could then change your account password afterwards.
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