topic New Customer - REALLY DISSAPOINTED in My Order

New Customer - REALLY DISSAPOINTED

KatetH — Thu, 07 Apr 2022 10:56:01 GMT

So, I signed up on Tuesday - all seemed fine, emails etc welcoming me and of course the direct debit confirmation - since then I get an email on Tuesday night saying there is a problem with the order and then nothing - apart from the fact that you have taken the first payment from my account ! - there didn't seem to be any "problem" with that.

I cant get through on the phone and frankly this is an appalling start to a new contract - how do i find out whats going on and actual resolve this " unknown problem"

I see from other threads that this type of thing is fairly common......

Re: New Customer - REALLY DISSAPOINTED

dvorak — Thu, 07 Apr 2022 12:13:10 GMT

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Re: New Customer - REALLY DISSAPOINTED

adam945 — Thu, 07 Apr 2022 17:14:14 GMT

Hey KatetH, thanks a lot for getting in touch and I'm really sorry for the vague email that was sent out advising that the order to provide you with a service has been delayed.

I've just checked out the account ands can see that the our automated system could not place the order due to the information it was provided. When you signed up, you informed our system that the number is currently active with a cable provider - perhaps Virgin Media.

Was this correct at all? Because doing a line check, it appears as though the number you're wanting to retain was on another Plusnet account until December last year. Our automated system is now in the process of trying to place the orders again, but I have a feeling it won't be able to because of the above.

Going forward, can you please get back to me as to what the situation is with the number, whether you want to retain it etc. Once you have, I'll be more than happy to replace the orders manually.