Issue with flex pay

[CheshireC]

Hi, submitted an online order and was asked to call. Went through everything and then was told can’t compete as system says “failed to create a lan” so cannot set up flex pay and arrange 36 month contract on the device. All they could offer me was to bundle device and airtime together for 24 months, thereby inc monthly cost by £20. Has anyone else had this issue? Can’t really understand what went wrong, seemed to be an error on their systems but even they didn’t seem to know and wondering if I’ll encounter the same issue going into store.

[Katie_B]

Hi @CheshireC. 

Thanks for coming here. 

What was your original plan and device order?

Does this still show available online for 36 months?

Speak soon, 

Katie

[CheshireC]

Hi Katie, it was a 36 month device (128gb iPhone 16) with a 24 month essential plus for iPhone. Still all available on website. Order went through, received a text asking me to call as they needed to check info. Spent 30 mins going through T&C and then right at very end was told can’t put through as getting the above error message. 
They could give me no idea on when can be fixed, no idea if I’ll be able to complete an order in store. Apparently it has been happening a lot though. 
I don’t want to waste even more of my time if I can’t complete the order and given I can’t understand what the problem was, I have no confidence in trying again. 
Can you give me any info/ advice?

[Leanne_T]

Hi @CheshireC 

I am sorry we have no access to the order or account to check what could be the issue and let you know what is needed to get the order sorted. 

I would advise getting back in touch with our sales team to see if they can provide any further information and if they can check if the store could process the order. 

Thanks 🙂

Leanne.

[RZMC87]

I’ve had exactly the same issue this evening - spent near 2 hours on live chat trying to resolve.

getting a call back within 48hrs as they’re looking into it.