topic Re: New customer in My Order

New customer

alan777 — Fri, 26 Aug 2022 17:48:58 GMT

I just signed up not long unlimited fibre extra package. I requested to have my old landline number to be ported over but got a text not long ago, said when my services will be up with a new number.

Do i need to call them up to clarify this or will it change to my old number?

Re: New customer

Baldrick1 — Fri, 26 Aug 2022 19:53:53 GMT

Moderators Note

This topic has been moved from Home Phone to My Order

Re: New customer

Baldrick1 — Fri, 26 Aug 2022 19:55:20 GMT

@alan777

I would advise that you contact Plusnet as it sounds like the order has been set up incorrectly.

Re: New customer

alan777 — Sat, 27 Aug 2022 10:00:35 GMT

thanks for the reply. Been trying for the past few hours and can't get through.

Do they have an email address?

Re: New customer

agedgopher — Sat, 27 Aug 2022 10:19:28 GMT

Sorry, there is no support via email.

Facebook or Twitter and the customer forum or telephone are the only approved means of contact

Re: New customer

Baldrick1 — Sat, 27 Aug 2022 11:45:10 GMT

@alan777

Unfortunately it can be difficult on bank holiday weekends.

Re: New customer

Gandalf — Fri, 02 Sep 2022 10:07:06 GMT

Hi there,

Sorry for the delay, I can see you've messaged us on Twitter and my colleague Chris has made sure we're importing your landline number when we're taking over your line.

Let me know if there's anything else you'd need help with.

Re: New customer

alan777 — Fri, 02 Sep 2022 19:14:57 GMT

Thanks for the reply. Virgin Media called me up a few hours ago and offered me a good upgrade deal which was too good to refuse so I decide to stay with them.

I've already told Chris but he's not replied yet. Tried calling the customer service number to speed things up but ended up wating for so long that I listened to George Ezra, Adele, Sigala, Jax Jones etc soundtrack twice I just gave up. I assume cancelling my order wouldn't be an issue as the landline has been sorted yet due to some misunderstanding with Chris.

Re: New customer

Gandalf — Sat, 03 Sep 2022 07:51:49 GMT

Ah I'm really sorry for the misunderstanding here and for how long you've waited to get through to us.

Chris finished his shift at 430pm yesterday so your messages went back into our queue and hadn't been picked back up yet as we're incredibly busy on the Social Media/Forum department atm. We're however getting an influx of new people from next week, so that should help with our response times soon once they're all trained up.

I think the confusion comes about because the supplier system shows two active lines at your address. None of which belong to Virgin Media, as we wouldn't be able to see their lines as they don't use Openreach's network.

In fact it's just how the system is displaying the active line as a landline and broadband separately. What we should've done is arrange an engineer visit to install a new line, porting your phone number from Virgin at the same time.

If you can PM me your phone number and when you'd be available for a call, I'll be happy to ask one of my colleagues in our Customer Options Team to call you back to see if we can match what Virgin are offering, or if we can't then they can cancel your order and make sure we're refunding the payment you've made upfront to us.

Re: New customer

alan777 — Sat, 03 Sep 2022 09:55:31 GMT

Good morning. I've already accepted Virgin Medias offer therefore i no longer need to join.

Re: New customer

Gandalf — Sat, 03 Sep 2022 10:04:26 GMT

No worries, I've messaged you back on Twitter.

Basically I can't cancel accounts online but I'm still happy to ask one of my colleagues to call you to arrange the cancellation if you can message me a contact number and a time for the call. Alternatively you can call them directly on 0800 013 2632.

Re: New customer

alan777 — Mon, 05 Sep 2022 20:05:51 GMT

Ive tried to call them numerous of times with the number you provided but always the same cant get through. They did call me at around 11am today but i couldnt take the call because im at work.

Just a question has my order been stopped because my sister is still getting letters from BT saying her lines going to be disconnected.