topic Re: Joined 18th August and nothing since! in My Order

Joined 18th August and nothing since!

Jfy — Sat, 03 Sep 2022 19:03:41 GMT

Signed up for and paid for home broadband and phone over a fortnight ago, no contact since! No router, home phone, no email about dates after the initial ‘welcome’ email on the day.
This is really, really poor, what’s going on?

Re: Joined 18th August and nothing since!

MJM — Sun, 04 Sep 2022 08:03:05 GMT

I relate to this. Signed up 23 August and apart from taking first payment and a welcome msg, nothing until Ftiday, when I was told via text message I'd need to give up my current landline number and to call the helpline if I had problem. (BT had unilaterally changed my regular landline to a wifi line.) I don't understand. All the wiring still appears to be in place.

Re: Joined 18th August and nothing since!

Jfy — Mon, 05 Sep 2022 15:23:15 GMT

30mins on hold and still no answer on the Customer Service number today.

Zero contact after initial sign-up email from Plusnet - this is genuinely shocking. We chose Plusnet over rivals on reputation, guess that was a mistake.

Re: Joined 18th August and nothing since!

thornsby19 — Wed, 07 Sep 2022 09:36:31 GMT

same here, I'm cancelling ASAP and heading elsewhere

Re: Joined 18th August and nothing since!

thornsby19 — Wed, 07 Sep 2022 10:14:25 GMT

Managed to get through to someone by calling the cancellation line (funny that) and the transferred me internally

Re: Joined 18th August and nothing since!

Alex — Wed, 07 Sep 2022 10:38:58 GMT

Just saw on another thread that you need to have made 5 or more posts to be able to be able to send PM's.
You've made 4, so reply to my post saying "Ok Alex, I understand now" then that will be your 5 and you're good to go! 😛

EDIT: Sorry posted on wrong thread but that is an option as there are staff available on here.

Re: Joined 18th August and nothing since!

Cacicula — Wed, 07 Sep 2022 13:39:20 GMT

22nd and order delayed, no internet.

Re: Joined 18th August and nothing since!

Gandalf — Thu, 08 Sep 2022 16:22:44 GMT

Thanks for getting in touch all. I'm really sorry for the issues with your orders.

@Jfy, Having looked into this I can see it's stuck in the supplier systems. We've been chasing this up with our suppliers helpdesk regularly and haven't made progress so I've now raised an escalation. As soon as I know more, I'll personally let you know. This should be within the next 24 hours at the latest.

@MJM, I can see we've since sorted this for you so that we'll import your landline number when your order completes with us, which should be on the 20th September before midnight.

@thornsby19, I can see you've raised a complaint with us and one of my colleagues from our Advocates department is case managing this for you as they've taken ownership.

@Cacicula, I've raised an escalation to Openreach for your order as well as it looks to be stuck in the supplier systems despite having chased this up with the supplier helpdesk on multiple occasions. As soon as I know more I'll let you know.

Re: Joined 18th August and nothing since!

Gandalf — Wed, 14 Sep 2022 10:25:30 GMT

@Jfy

Happy to confirm your broadband order is (finally, if I may say so myself!) completed.

Could you let me know how you get on when you've had a chance to setup your router?