topic Re: Completed order but, No welcome email and email not recognised when I try to login. in My Order

Completed order but, No welcome email and email not recognised when I try to login.

afoster100 — Mon, 03 Jan 2022 21:41:50 GMT

I completed an order this evening to switch to plusnet.

The first payment is showing as pending on our account.

But I have no verification email and cannot login?

Any idea what’s happened?

Re: Completed order but, No welcome email and email not recognised when I try to login.

jab1 — Mon, 03 Jan 2022 21:48:52 GMT

@afoster100 Welcome to the forums. Where can you not 'log in' to?

Did you give an email address to reply to, and if so, have checked that the email hasn't gone into the 'spam' or 'junk' folders?

Re: Completed order but, No welcome email and email not recognised when I try to login.

afoster100 — Mon, 03 Jan 2022 21:54:08 GMT

Hi,

All of a sudden (looks like just after signing up to this forum) an email came through about my direct debit.

NOW i can also log into the plusnet website and check the status of my order.

No welcome email yet, maybe they’re asleep and will hand type it tomorrow for me.

Either way looks like it’s gone through, thanks for the reply.

Re: Completed order but, No welcome email and email not recognised when I try to login.

jab1 — Mon, 03 Jan 2022 21:57:52 GMT

The system does take a short while to update. I've no idea about the welcome email - it is about 10 years since I joined PN, but it is another automated one, which may come through later.

Re: Completed order but, No welcome email and email not recognised when I try to login.

adam945 — Tue, 04 Jan 2022 10:12:52 GMT

Thanks for getting in touch @afoster100

The account was created in a slightly different way on our side, nothing that you did caused it, but our automated system hadn't picked up on the account to place the orders.

I've now given it a nudge, so it'll kick in within the next few hours and place the orders to take over the working line at your property. You should receive a confirmed activation date within the next 48 hours.

Re: Completed order but, No welcome email and email not recognised when I try to login.

afoster100 — Thu, 06 Jan 2022 11:44:32 GMT

Hi again,
I’ve been contacted by my current provider to say which day the connection to them is terminated.

However I still haven’t received anything from plusnet to say when my service starts with you. I assume the same day.

Still no email nor any updates when I log into my account and check.

Thanks.

Re: Completed order but, No welcome email and email not recognised when I try to login.

adam945 — Thu, 06 Jan 2022 11:55:39 GMT

Thanks for getting back in touch @afoster100

Despite me giving our automated system a nudge, it's managed to place the phone order, but not the broadband order some reason. I've now cancelled the phone order as they need to progress simultaneously.

In the next couple of hours, I'll be placing both phone and broadband orders manually, ensuring that they progress this time.

Please accept my apologies for the inconvenience caused here.

Re: Completed order but, No welcome email and email not recognised when I try to login.

adam945 — Thu, 06 Jan 2022 15:14:34 GMT

Orders have now been placed manually @afoster100

You should receive a new confirmed activation date within the next 48 hours or so, let me know if you have any further questions at all.