topic Re: New order in My Order

New order

Emma4 — Fri, 05 Aug 2022 14:41:32 GMT

I paid for a new broadband package on the 26th July. I've tried online chat, I've tried calling to be left on hold for over 1.5 hours. I've received no communication from them to find out when my broadband will be live, I currently have no Internet at home because my other provider had cancelled my service. I've had to pay for add ons through my mobile data to work.

Absolutely shambles, I moved provider as I heard nothing but good reviews, but I'm debating changing completely again.

Re: New order

johnanddawncole — Fri, 05 Aug 2022 16:18:26 GMT

I'm in exactly the same situation
What a load of rubbish

Re: New order

jab1 — Fri, 05 Aug 2022 16:36:49 GMT

@Emma4 , @johnanddawncole If I'm reading you both correctly, you told your previous providers you were leaving? For a long time - years, a provider move is Gaining Provider Led - in other words, you sign up with the new provider and they handle the transfer and your connection remains with your current ISP until - usually - the early hours of the notified transfer date.

You will both have accounts with Plusnet - if you log into those, are there any notifications?

Re: New order

bmc — Fri, 05 Aug 2022 16:47:48 GMT

If you told your previous ISP you were leaving and they cancel your account this puts a 10 day OFCOM mandated delay on any other ISP placing an order for your line - this is to prevent fraud.

Brian

Re: New order

jab1 — Fri, 05 Aug 2022 16:49:03 GMT

Yep - forgot to mention that, @bmc .

Re: New order

johnanddawncole — Fri, 05 Aug 2022 16:56:24 GMT

I didn't cancel with my previous isp, plusnet did that

Re: New order

Emma4 — Fri, 05 Aug 2022 16:56:58 GMT

No 2 days after I paid for plusnet, my old provider stopped working. I haven't received any notification, when I tried to log in, plus net site told me I had to wait for my welcome letter with my log in details which I haven't received.

Re: New order

jab1 — Fri, 05 Aug 2022 16:58:53 GMT

@johnanddawncole In that case, have you checked your Member Centre for any notifications/you email spam folder for any mis-directed emails?

Re: New order

jab1 — Fri, 05 Aug 2022 17:03:00 GMT

@Emma4 That doesn't sound correct, and as it takes longer than two days for things to move that far, it sounds like your previous ISP was/is at fault.

What's your postal service usually like?

Re: New order

Emma4 — Fri, 05 Aug 2022 17:27:43 GMT

Postal service is usually good

Re: New order

jab1 — Fri, 05 Aug 2022 17:36:23 GMT

OK, as I'm not PN staff, I'm afraid there is little else I can do to help, but I suggest you contact your previous ISP and ask them why they cut your service off - they are not supposed to do that until your new provider is in a position to take it over, which certainly isn't within two days of you placing the order.

I'll leave this topic alone now - a PN Help Team member should pick it up soon.

EDIT - something else just struck me - have you had a 'sorry you're leaving us' communication from your previous ISP?

Re: New order

Gandalf — Mon, 08 Aug 2022 16:36:19 GMT

Hi @Emma4,

I'm really sorry to see what's happened. I can't find an account that's associated with your username or email address you've entered in to your forum profile. Can you private message me your full address including postcode?