Kitz Forum

Broadband Related => ISPs => Topic started by: rongtw on September 03, 2018, 08:08:31 AM

Title: New billing ? plusnet
Post by: rongtw on September 03, 2018, 08:08:31 AM
Oh dear , looks like PN new billing system has not gone as planned https://community.plus.net/t5/My-Account-Billing/Cannot-view-bill-in-new-billing-system/td-p/1566790
  it sort of works on Member centre for me but getting me worried  :-\
Title: Re: New billing ? plusnet
Post by: jelv on September 03, 2018, 08:57:39 AM
After 10+ years of development and testing you'd have thought they'd have got such basic issues right.
Title: Re: New billing ? plusnet
Post by: rongtw on September 03, 2018, 01:06:57 PM
Yes Jelv  >:(  i asked for a reply via Social media , 5hours ago on twitter and am still awaiting a reply .
Did you see this thread too ? https://community.plus.net/t5/My-Account-Billing/When-I-click-on-view-my-bill-I-see-someone-else-s-details-for-a/td-p/1566644
Title: Re: New billing ? plusnet
Post by: Ronski on September 03, 2018, 01:32:45 PM
We migrated our work account away from Plusnet in August, but unfortunately they are still billing us.

Got two tiny credits, where it states customer without service due to migration, then they billed us for September  :wall:

So it looks like I will get to see the new bills after all.
Title: Re: New billing ? plusnet
Post by: rongtw on September 04, 2018, 11:37:50 AM
Oh Dear Plusnet ,  :no:   :'(   https://www.ispreview.co.uk/index.php/2018/09/big-plusnet-uk-billing-upgrade-suffers-bugs-and-personal-data-leak.html
Title: Re: New billing ? plusnet
Post by: renluop on September 04, 2018, 04:01:39 PM
Rongtw, the author also wrote
 
Quote
In fairness its possible that Plusnet may have actually done a better job of the upgrade process than you might think. Weve seen plenty of similar large-scale billing migrations occur over the years and the fallout is often far worse and much more vocal, while this one passed by with only a relatively small number of gripes
As a contributor to PN's community forums, may I assume that your persona non grata status over there, does not at all influence your objectivity? :-\:)
Title: Re: New billing ? plusnet
Post by: Ronski on September 04, 2018, 04:14:06 PM
I think it really is oh dear plusnet. I logged into my account to take a look, very little has changed, but it is worse than before. Sellecting an invoice opens    exactly the same invoice in a separate window. There's no print option apart from Control P. No option to download a Pdf etc.
Title: Re: New billing ? plusnet
Post by: jelv on September 04, 2018, 04:18:05 PM
You mean none of the stuff they were promising for the last 10 years would be in the new version?
Title: Re: New billing ? plusnet
Post by: rongtw on September 04, 2018, 04:50:49 PM
Rongtw, the author also wrote
 As a contributor to PN's community forums, may I assume that your persona non grata status over there, does not at all influence your objectivity? :-\:)
 
No what i post here is NOT against PN , am just highlighting that once again ,a major update has gone T#ts up , i have access to the forums if needed but there is better reading here   
Title: Re: New billing ? plusnet
Post by: renluop on September 04, 2018, 06:39:57 PM
TBH the stuff here and over at PN well excels some of the rubbish through or letter box, and that's on a bad day! ::) ;D
Title: Re: New billing ? plusnet
Post by: kitz on September 04, 2018, 06:47:50 PM
Oops!!

Interesting first comment on ISPr.   Jelv will know who that is..  He was a good at what he did and an overall good guy.
Title: Re: New billing ? plusnet
Post by: Ronski on September 04, 2018, 07:16:40 PM
Also forgot to mention when I logged in the other day I could see two credits to our account, today there is only invoices. As we are a business customer you'd think they'd make it easy to access our invoices/credits but no this is not the case. To me it looks like they've just changed a bit of html, maybe the back end database has changed but the front end presentation hasn't changed much, and as I said earlier it's got worse.
Title: Re: New billing ? plusnet
Post by: kitz on September 04, 2018, 09:16:31 PM
Quite a lot appears to have changed on mine especially the way the bills are presented.   They are now using what I presume is ajax for the drop down boxes and the bills now appear as an overlay.   I don't see the older style invoices at all any more.


Oh I spoke too soon, just as I was playing with it, it appears to have broken and now the CSS is missing, so now it just looks like the older system without all the nice overlay but presented in an iframe :(

Well it did look pretty for a while...  now I have this mess
Title: Re: New billing ? plusnet
Post by: roseway on September 05, 2018, 07:37:35 AM
I left PN on the 26th June, and I've just received yet another bill from them for the same amount as was incorrectly taken a month earlier. :wall:
Title: Re: New billing ? plusnet
Post by: rongtw on September 05, 2018, 07:38:22 AM
Looking at the forums , still not looking good  :no: https://community.plus.net/t5/My-Account-Billing/NEW-BILLING-SYSTEM-NOW-INCORRECT-BILL/td-p/1567608

https://community.plus.net/t5/My-Account-Billing/Personal-Data-leak-How-many-What-and-Who/td-p/1567587
Title: Re: New billing ? plusnet
Post by: MartinGoose on September 05, 2018, 07:58:24 AM
I think it really is oh dear plusnet. I logged into my account to take a look, very little has changed, but it is worse than before. Sellecting an invoice opens    exactly the same invoice in a separate window. There's no print option apart from Control P. No option to download a Pdf etc.

The lack of a print option for the separate window alone is a big failure. I have had to right click the window, open it in a new tab and print it (to PDF) from that tab.
Title: Re: New billing ? plusnet
Post by: renluop on September 05, 2018, 08:37:21 AM
This question may be considered oblique to the thread. Does the new system have any similarity to the one used by the parent company? Given the close relationship of both, and provided BT's works, should PN's billing system be completely different seems odd.
Title: Re: New billing ? plusnet
Post by: rongtw on September 05, 2018, 10:15:20 AM
well its getting worse again, yesterday was all ok for me tells me may account is getting closed down ?
Title: Re: New billing ? plusnet
Post by: Ronski on September 06, 2018, 08:52:36 AM
I just had to phone PN again as I've had emails saying our DD failed and has been cancelled. We migrated away on the 10th August yet are still being billed (I phoned last week about this - they said cancel DD). The guy told me it was due to changes to the billing system, so I told him these problems have been going on for years and are certainly not a recent problem, and as for the new billing system its terrible, much worse than before. I've just had an email saying our cancellation will take place today, the service agent assured me that the last incorrect invoice will be credited in full, unfortunately as the billing system doesn't show credits since the update I won't know, or be able to access it if I ever get an email.

@Kitz Yes the layout of the webpage has changed, but the layout of the actual bill is exactly the same - I've had to log in once a month to print the invoice for the last five years. The new web page layout has drop downs for bills, which unfortunately does not show credits, the overlay has no option to print so you have to use Ctrl P (how many people will know that???) which cuts parts off, the resize for the overlay doesn't work properly either. Also if you click view payments, it doesn't find any.

As part of my job I have to login to some suppliers sites to download invoices/credits and this is by far the worse one. Most suppliers will email PDF invoices through which is nice and easy.

PS. Just had yet another email saying we've cancelled the DD.
Title: Re: New billing ? plusnet
Post by: jelv on September 06, 2018, 09:28:45 AM
I know a business standard ISP that emails an invoice (using PGP) every month even for their residential customers!
Title: Re: New billing ? plusnet
Post by: renluop on September 06, 2018, 10:38:35 AM
well its getting worse again, yesterday was all ok for me tells me may account is getting closed down ?
It seems you are in illustrious company. Bob Pullen said, he's affected too. :D
Title: Re: New billing ? plusnet
Post by: rongtw on September 06, 2018, 01:12:29 PM


I've checked and there are no external orders placed against @firebird1000's circuit. Can also confirm that the account closure message has been acknowledged as a wider problem. I've no ETA as to when it will be fixed though I'm afraid.

Bob Pullen
Plusnet Product Team

A wider problem  :lol: and no ETA for a fix  :no:
Title: Re: New billing ? plusnet
Post by: rongtw on September 08, 2018, 10:35:04 AM
Getting worse at Plusnet towers , Now they shut down live Chat because of high call volumes https://community.plus.net/t5/Service-Information/Live-Chat-Availability/m-p/1568259#M322  and the posts about Billing errors are increasing  :no:
Title: Re: New billing ? plusnet
Post by: jelv on September 08, 2018, 11:41:04 AM
I see they've not suspended Chat for cancellations (I wonder if it could be that which is absorbing all the resources?).
Title: Re: New billing ? plusnet
Post by: rongtw on September 22, 2018, 07:35:24 AM
it seems that the new billing system are causing problems for NOT only PN staff but also for us consumers

 

Overcharging on bills, well well well, why was that not checked tested and fixed before it was deployed...?Huh

 

    What was PN's process in testing this unfit fraudulent service.
    Was it tested by customers with known regular issues like mine (well defo NOT in my case, as I was not even consulted).
    Figuratively speaking how many participants took place in testing the new Billing System.
    How long did the testing phase take place from start to finish before deployment.
    What testing programs / apps / equipment was used.
    Why has the customer discounts been removed by the new billing System.
    Why have you (PN) not used a tried and tested Billing System like 99.9% of businesses country / worldwide
    Why have you (PN) deployed the Billing System on 20+ year old system(s) instead of upgrading / renewing the main hardware systems first n foremost.
    What timescale are you (PN) aiming to squat out these known bugs
    Why have you not reinstated the old Billing system until the new one is fit for purpose
    How pro-active are you're bug squatters (PN)
https://community.plus.net/t5/Plusnet-Feedback/5-yrs-int-making-tested-not-fit-4-purpose-billing-system-01-Sept/td-p/1572840
Title: Re: New billing ? plusnet
Post by: rongtw on September 27, 2018, 06:34:11 AM
Oh Dear Plusnet , now even noticed on money saving expert https://www.moneysavingexpert.com/news/2018/09/plusnet-customers-charged-twice-under-new-billing-system/
Title: Re: New billing ? plusnet
Post by: Ronski on September 27, 2018, 10:21:51 AM
I had an email today for our new monthly bill, they've not actually charged us, but have carried over last months charge which should have been credited in full.

The invoice viewing seems to have changed again, this month's invoice displays fine and is a Pdf,  previous months now display in a small area of the screen which you can't resize, so now can't even print them.

The new invoice is also not a valid VAT invoice, it does not show PN's vat number, which may not matter for a residential customer, but we're a business customer. Still can't see the previous credits either.
Title: Re: New billing ? plusnet
Post by: jelv on September 27, 2018, 03:06:21 PM
Is yours a business or residential account?
Title: Re: New billing ? plusnet
Post by: Ronski on September 27, 2018, 06:36:25 PM
Yes it was a business account up until we moved ISP mid August.
Title: Re: New billing ? plusnet
Post by: rongtw on October 26, 2018, 06:54:57 AM
A Plusnet Sales & COT Analyst has admitted that older Plusnet products are not compatible with the new billing system creating potentially massive price hikes for long term customers, saying "legacy products do not work correctly with the new billing system"  :no: :no: https://community.plus.net/t5/My-Account-Billing/Plusnet-staff-admit-the-new-billing-system-is-not-operating/td-p/1582696. oh dear Plusnet reading the forums it looks like the new billing system is causing more problems than it fixed  :-\
Title: Re: New billing ? plusnet
Post by: Ronski on November 05, 2018, 10:11:03 AM
Our billing issue is still ongoing, received an email from a debt recovery company this morning. Called Plusnet yet again and they can see all the notes which clearly say the bill should be cancelled and not sent to debt recovery. I insisted on speaking to a manager, so they said one will call me back, which he did, so hopefully this will finally be resolved. Also spoke to the debt recovery company, the are going contact the manager I spoke to and have put the debt on hold.
Title: Re: New billing ? plusnet
Post by: rongtw on November 05, 2018, 05:27:34 PM
Reading the forums i am surprised another fine is not on they way , people still get charged after they left  :no:
I Paid last months bill on the 12th , looked like all was ok as i pay with debit card so payment goes same day from my account ??  well you would think so  :fingers: But with plusnets new system for some reason  ::) it did not get taken until yesterday ?
As its 3 week since i paid no money in account  :no:so getting charge for overdraft .
I complained Via Twitter as phone line was 30 mins wait  :no: :no: at 0800 , any how Twiiter reply was good  :)  yes as its our mistake they credited my next months bill Free  :cool: