Plusnet Service

Customers reporting errors (stating we were unable to log you into the system or similar errors) when attempting to sign up a new broadband account.

The error tends to appear at the confirmation page, after selecting all the product options.

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

We are currently investigating a problem which is preventing a small number of people signing up to our service.

Affected users will recieve an error message stating that they could not be logged into the system or similar.

Our development team are addressing this issue as a matter of priority.

It would appear this issue is being caused where the signup process believes you are logged in to the portal. This could affect customers who have previously logged into the Member Centre, or whom have auto-login enabled.

A secondary issue exists where cookies are not enabled and the signup process is unable to continue. This will need to be fixed seperately and an appropriate customer friendly message displayed to this effect.

Implementing fix

Rolled to staging platform for beta testing.

gamma testing passed, change control raised

change control approved, ready to rollout

fixed rolled live, in qa

live qa passed - issue put to signoff