topic No confirmation email / activation date in My Order

No confirmation email / activation date

maw1964 — Thu, 27 Jan 2022 14:59:49 GMT

I signed up to switch to plusnet from Now Broadband for home phone / fibre broadband yesterday (26/01/22) but the only confirmation email I received was in relation to set up of my direct debit, plus first payment has been taken. I've heard nothing since and the order tracker for broadband merely says "Broadband orders typically take a week to complete. We're waiting for confirmation that your broadband order, due {strCustActivationdate}, has completed" When will I get confirmation email / activation date or do I have to do something?

Re: No confirmation email / activation date

Gandalf — Thu, 27 Jan 2022 17:38:45 GMT

Thanks for joining @maw1964 and welcome to our Community Forums.

I'm really sorry to see you haven't received much in the way of communication from us after signing up.

I've had a look into this you and from what I can see your order is stuck in our systems, but not to worry I've freed it now.

Unfortunately I can't send you a welcome e-mail as we haven't automatically generated it for some reason, but I've progressed things long, so we should be able to submit your order to our suppliers within the next 24 hours.

If you've got further queries, feel free to get back to me and I'll be happy to help.

Re: No confirmation email / activation date

Mav — Thu, 27 Jan 2022 19:01:55 GMT

Moderator's note(s):

Thread moved from Fibre Broadband to My Order.

Re: No confirmation email / activation date

Gandalf — Fri, 28 Jan 2022 10:17:57 GMT

Hi @maw1964 just to follow up. I can see we've placed your order with our suppliers and we're due to takeover your line on the 11th February. It can take anytime up to midnight for our services to go live.

We've sent you more information in an e-mail you can also view as a service notice logged on your account Here.

Let me know if there are further issues or anything else you'd need help with.