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Stuck at Summary


HI,

I've just started a Switch and, even though I'm told by email to finish my switch, when I go through the process and click on 'Summary' I just get the 'W are setting up your account" screen. When I go back, summary is still grayed out. is that normal?

​Rich
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Best answer by stephenrand 16 August 2019, 00:55

Hi Rich

I can't fully understand your situation, but you deserve an answer, and I'm hoping this FAQ might help you out:

https://community.purepla.net/content/153-What-happens-when-I-switch-to-Pure-Planet#ckb_start

If it doesn't, post back here with a little more information on what stage you have reached, and I'm sure someone will offer further advice.

Regards
Stephen
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Userlevel 7
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Hi Rich

I can't fully understand your situation, but you deserve an answer, and I'm hoping this FAQ might help you out:

https://community.purepla.net/content/153-What-happens-when-I-switch-to-Pure-Planet#ckb_start

If it doesn't, post back here with a little more information on what stage you have reached, and I'm sure someone will offer further advice.

Regards
Stephen
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hi Dr Rich FG
I'd give it 'till mid tomorrow (today) morning, if still not working post back. I suspect there may be problems at PP end
Dr Rich FG;35498:
HI,

I've just started a Switch and, even though I'm told by email to finish my switch, when I go through the process and click on 'Summary' I just get the 'W are setting up your account" screen. When I go back, summary is still grayed out. is that normal?

​Rich
That FAQ, like all FAQs, was about as useful as a chocolate fireguard.

I have explained what is happening in some detail already, which means your response is a not 'Stephen but a badly programmed bot looking for keyword and automatically sharing a less than useless FAQ, which puts me right off having anything to do with this company for a start.

Any chance of a human reading what I put and letting me know what is happening and why I can't see the review? You are 24 hours from me cancelling altogether and going with someone else.

Rich
Hey @Dr Rich FG and welcome to the PP Community -

The Community is a place for other members like you to help each other out and give each other advice, like @stephenrand and @woz have done above🆙

I've passed this on to our Member Services to look into for you and check the status of your switch. If there's any issues they'll let you know via email.

Hope that helps!
Userlevel 7
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Thanks for the helpful feedback. Notwithstanding that in this case the FAQ were of no help, I did say if it didn't come right then it would need to be looked at at PP's end which is what has happened.
Hope you get it sorted.

Dr Rich FG;35625:
That FAQ, like all FAQs, was about as useful as a chocolate fireguard. I have explained what is happening in some detail already, which means your response is a not 'Stephen but a badly programmed bot looking for keyword and automatically sharing a less than useless FAQ, which puts me right off having anything to do with this company for a start. Any chance of a human reading what I put and letting me know what is happening and why I can't see the review? You are 24 hours from me cancelling altogether and going with someone else. Rich
Userlevel 7
Badge +9
Dr Rich FG;35625:
That FAQ, like all FAQs, was about as useful as a chocolate fireguard. I have explained what is happening in some detail already, which means your response is a not 'Stephen but a badly programmed bot looking for keyword and automatically sharing a less than useless FAQ,

Rich


Hi there

I'm not sure I fully understand this, but just to say I am a human who just before going to bed noticed you had not received a reply and thought I would do what I could in the meantime. Sorry I sent you a chocolate fireguard, will try to do better next time...
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Keep doing what you do, Stephen 👍👏👏👏👏👏
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I'd quite like a chocolate fireguard (to go with my chocolate teapot) think of the fun you could have.

Don't take it to ❤ Stephen.
Userlevel 1

Hey guys,

 

I’m also getting this issue, albeit it’s a year after #chocolatefireguardgate.

 

Was it just an issue on the system or is it something I have to do?

 

Cheers,

Andrew

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@HaskinsMasey

 

hi Andrew

some chocolate fireguard musings... I’m speculating (it usually happens immediately after the chocolate melts...they can’t touch you for it)

...it could genuinely be that they are still setting up your account and there is a query over some aspect of the switch, for example reconciling the meter numbers or it could be the computer has a headache..(or someone has dripped melting chocolate into it’s brain cavity)

Have you had your welcome pack email? If so that’s a good sign things are going well….

I’d give it until mid morning to see if it comes right, and if not hopefully @Marc  or @Nataly  *can ask the team to check on your account to see what the issue is. They should see this post so please post back if it comes right. The only issue I know of which is vaguely related is here, (19th Aug) but I don’t think it’s that unless you’ve had an email to say your switch has been blocked.

.(*assuming you have used the same email address for the community as your account,they should be able to use that to locate/check on the account) 

Normally I’d suggest using help and support>ask a question in app (or online if the account is working properly) but at the very opening stages I don’t think that’s a reasonable approach, after all you only want to know if there is a problem with the account.

Userlevel 1

@HaskinsMasey

 

hi Andrew

some chocolate fireguard musings... I’m speculating (it usually happens immediately after the chocolate melts...they can’t touch you for it)

...it could genuinely be that they are still setting up your account and there is a query over some aspect of the switch, for example reconciling the meter numbers or it could be the computer has a headache..(or someone has dripped melting chocolate into it’s brain cavity)

Have you had your welcome pack email? If so that’s a good sign things are going well….

I’d give it until mid morning to see if it comes right, and if not hopefully @Marc  or @Nataly  *can ask the team to check on your account to see what the issue is. They should see this post so please post back if it comes right. The only issue I know of which is vaguely related is here, (19th Aug) but I don’t think it’s that unless you’ve had an email to say your switch has been blocked.

.(*assuming you have used the same email address for the community as your account,they should be able to use that to locate/check on the account) 

Normally I’d suggest using help and support>ask a question in app (or online if the account is working properly) but at the very opening stages I don’t think that’s a reasonable approach, after all you only want to know if there is a problem with the account.

Thank you for your reply!

I don’t think I’ve received a welcome pack as such, just an email to logon to PP and finish my switch.

I will leave it until lunchtime.

 

Hey @HaskinsMasey and welcome to the Community :relaxed:

So, you started a switch to Pure Planet, and you’ve received an email to verify your account and start your switch - and you’re then not seeing the option to ‘confirm’ the switch? 

That’ll help us understand where you’ve reached or not :grin:

 

Userlevel 1

Hey @HaskinsMasey and welcome to the Community :relaxed:

So, you started a switch to Pure Planet, and you’ve received an email to verify your account and start your switch - and you’re then not seeing the option to ‘confirm’ the switch? 

That’ll help us understand where you’ve reached or not :grin:

 

Hi Nataly,

That’s correct, I’m getting emails to say ‘finish your switch’ but I can’t finish it 😫

The summary section has a grey tick, if I click on ‘view’ or ‘continue’ I just get a blank white internet page.

I’ve tried WiFi and 4G (just to be sure) and it’s the same with both 😔

Userlevel 1

Hey @HaskinsMasey and welcome to the Community :relaxed:

So, you started a switch to Pure Planet, and you’ve received an email to verify your account and start your switch - and you’re then not seeing the option to ‘confirm’ the switch? 

That’ll help us understand where you’ve reached or not :grin:

 

Hi Nataly,

That’s correct, I’m getting emails to say ‘finish your switch’ but I can’t finish it 😫

The summary section has a grey tick, if I click on ‘view’ or ‘continue’ I just get a blank white internet page.

I’ve tried WiFi and 4G (just to be sure) and it’s the same with both 😔

Hi Guys, 

Any update at all?

Cheers,

Andrew

 

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@HaskinsMasey 

Have you tried a different device or computer?

If using the app have you tried deleting and reinstalling it?

Userlevel 1

@HaskinsMasey

Have you tried a different device or computer?

If using the app have you tried deleting and reinstalling it?

Looks to have worked on my PC, but not sure if there’s an issue that may need looking at in terms of iPhones (latest iOS) 

 

Anyway, it’s starting! So ‘see’ you all soon 👍🏼

Hey @HaskinsMasey 

Very happy to hear your switch is underway :grin:  so it worked when you clicked through on your computer? Hmm! 

If you log in to your app now, can you see a countdown to your switch? That’d suggest the app is now working properly. 

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