Plusnet Service

We have identified some accounts are showing an outstanding balance of one month's subscription, but drilling into customer transactions shows invoices as fully paid. It would appear that this is only affecting customers who have a billing date of the 19th of the month.

As all invoices are settled, there is no way for us to 'credit' off this amount.

If you were logged in to the portal, you could associate your username with this problem.

Our QA team are currently investigating this problem. Further updates will be made shortly.

This problem has been assigned to our developers, who are now investigating.

Investigation is still ongoing by our Live Code Support Team. We have identified 2 possible causes and these are being fully investigated right now.

Investigation narrowed down to one script that is failing to update account balance while processing Direct Debit transactions.

We now also have enough information to identify and automatically fix the affected accounts once the cause of the problem is localized and fixed.

The root cause of the problem was identified, development of a fix is now under way.

Fix is implemented and will now go through Peer Review and Quality Assurance process.

Problem fix passed QA and is now Live, no new transactions will be affected.

Customers whose accounts were affected by this problem shouldn't experience any adverse effects. In particular, they will not enter failed billing, since from point of view of the billing system, their billing was successful.

This means that correction of the accounts can safely be performed tomorrow, and priority of the problem can now be downgraded.