Unable to complete order to go from prepay to bill pay

[MrHindley]

Hi - I'm currently on pre-pay, I used the site to switch to Bill Pay but only got so far and then the page was showing empty, so I wasn't able to complete the order.  I tried signing out (abandoning the order) and signing in to start again, but now, when I click on 'Check Bill Pay Offers', I get the message 'We can't complete this action for xxx.  Please contact one of our online experts'.

I presume my order is stuck in limbo somewhere...

Thanks in advance!

[Three_Stacey]

Hi there @MrHindley thanks for bringing this to our attention. Are you still experiencing this issue?

[MrHindley]

Hello - apologies for the late response! I can now get past the first
step, but once I choose a plan and add-ons, and proceed to the next step, I
just get a blank screen, like you see below. So I am unable to complete
the order. This occurs on both Firefox and Edge.

Thanks in advance for any help you can give!

James
*Edited by Mod

[image: image.png]

[Three_Stacey]

@MrHindley Hi James, this is not what I like to hear. I just tried to make a purchase on my own Prepay account and I didn't run into any problems but I was using Chrome. 

You may have already tried this but I'd try clearing your cache, if you're not sure how to do this just click here for steps. Once you've done this try again, I'd also recommend trying through Chrome if possible. 

If after clearing your cache you're still experiencing issues I recommend you contact our messaging team, they'll be able to not only investigate this but also assist you to complete the purchase. 

[MrHindley]

Hello Stacey,
Thanks for the constructive suggestions - appreciated! Unfortunately, no
success yet. I tried a different PC, using Chrome, cleared my cache -
again, I got the same behaviour after adding the billpay option and
selecting my add-ons, on the next step, the page was blank. If I clicked
on the basket icon (which showed that there was something in the basket), I
was again taken to the blank page.
I tried logging out and logging in again, and then repeating the order,
but now get the error below as soon as I try to change to Bill Pay:

[image: image.png]

Do you have any other ideas that we can try?

Thanks in advance!

Jim Killeen

[Three_Stacey]

@MrHindley at this point I'd recommend that you contact one of our Customer Care teams either by calling 1913 or click here. They'll not only be able to launch an investigation into this but also take over your online order and complete it for you.