https://community.plus.net/t5/My-Order/Cannot-get-a-hold-of-customer-service-to-activate-Internet/m-p/1893480#M25285 <P>Hello all, I have just moved into a new flat that was owner-occupied until yesterday, and it has thus come with all utilities already on and working, including broadband. But although there is WiFi, it has no Internet connection as yet, presumably because I have not yet put the account in my name and updated the payment details. So I thought I would call Plusnet to explain this, but unfortunately, because I am not a preexisting customer, I apparently cannot use their customer service number! I am immediately told that they cannot recognize my phone number, and when they ask for the number associated with my account, I have nothing to enter (as I am a new customer).&nbsp;It should be a simple matter for them to activate the Internet here again, but I cannot reach a human being. Does anyone have any advice for how I can resolve this issue?</P> Tue, 18 Oct 2022 15:28:32 GMT bmcphee15 2022-10-18T15:28:32Z https://community.plus.net/t5/My-Order/Cannot-get-a-hold-of-customer-service-to-activate-Internet/m-p/1893480#M25285 <P>Hello all, I have just moved into a new flat that was owner-occupied until yesterday, and it has thus come with all utilities already on and working, including broadband. But although there is WiFi, it has no Internet connection as yet, presumably because I have not yet put the account in my name and updated the payment details. So I thought I would call Plusnet to explain this, but unfortunately, because I am not a preexisting customer, I apparently cannot use their customer service number! I am immediately told that they cannot recognize my phone number, and when they ask for the number associated with my account, I have nothing to enter (as I am a new customer).&nbsp;It should be a simple matter for them to activate the Internet here again, but I cannot reach a human being. Does anyone have any advice for how I can resolve this issue?</P> Tue, 18 Oct 2022 15:28:32 GMT https://community.plus.net/t5/My-Order/Cannot-get-a-hold-of-customer-service-to-activate-Internet/m-p/1893480#M25285 bmcphee15 2022-10-18T15:28:32Z https://community.plus.net/t5/My-Order/Cannot-get-a-hold-of-customer-service-to-activate-Internet/m-p/1893483#M25286 <DIV style="background: #EDF3F5; padding: 10px; margin-top: 20px; margin-right: 10px; border: 2px solid #CFD8DC; border-radius: 10px; box-shadow: 8px 8px 7px #676D70; font-size: 10pt;"><BR /> <P style="font-size: 10pt;"><STRONG>Moderators Note</STRONG></P> <BR /> <P style="font-size: 10pt;">This topic has been moved from Broadband&nbsp;to My Order</P> </DIV> Tue, 18 Oct 2022 15:34:16 GMT https://community.plus.net/t5/My-Order/Cannot-get-a-hold-of-customer-service-to-activate-Internet/m-p/1893483#M25286 dvorak 2022-10-18T15:34:16Z https://community.plus.net/t5/My-Order/Cannot-get-a-hold-of-customer-service-to-activate-Internet/m-p/1893492#M25287 <P><a href="https://community.plus.net/t5/user/viewprofilepage/user-id/115749">@bmcphee15</a> It is not possible to 'take over' an existing account.You will have to set up a new one in your own name from scratch.</P> Tue, 18 Oct 2022 16:57:56 GMT https://community.plus.net/t5/My-Order/Cannot-get-a-hold-of-customer-service-to-activate-Internet/m-p/1893492#M25287 jab1 2022-10-18T16:57:56Z https://community.plus.net/t5/My-Order/Cannot-get-a-hold-of-customer-service-to-activate-Internet/m-p/1893578#M25303 <P><a href="https://community.plus.net/t5/user/viewprofilepage/user-id/18089">@jab1</a>&nbsp;Is this the case even if the owner's (seemingly company-issued) Plusnet modem/router is still present and running in the unit?</P> Wed, 19 Oct 2022 10:18:35 GMT https://community.plus.net/t5/My-Order/Cannot-get-a-hold-of-customer-service-to-activate-Internet/m-p/1893578#M25303 bmcphee15 2022-10-19T10:18:35Z https://community.plus.net/t5/My-Order/Cannot-get-a-hold-of-customer-service-to-activate-Internet/m-p/1893581#M25304 <P><a href="https://community.plus.net/t5/user/viewprofilepage/user-id/115749">@bmcphee15</a> . It is, because they should have cancelled the account when they moved - I assume it was in their own name, and not that of the landlord/agent.</P> <P>They will still be being billed for a service they are not using.</P> Wed, 19 Oct 2022 10:32:37 GMT https://community.plus.net/t5/My-Order/Cannot-get-a-hold-of-customer-service-to-activate-Internet/m-p/1893581#M25304 jab1 2022-10-19T10:32:37Z https://community.plus.net/t5/My-Order/Cannot-get-a-hold-of-customer-service-to-activate-Internet/m-p/1893590#M25305 <P><a href="https://community.plus.net/t5/user/viewprofilepage/user-id/18089">@jab1</a>&nbsp;Ok, thank you for advising!</P> Wed, 19 Oct 2022 10:48:50 GMT https://community.plus.net/t5/My-Order/Cannot-get-a-hold-of-customer-service-to-activate-Internet/m-p/1893590#M25305 bmcphee15 2022-10-19T10:48:50Z https://community.plus.net/t5/My-Order/Cannot-get-a-hold-of-customer-service-to-activate-Internet/m-p/1893885#M25391 <P>Hi there!</P> <P>I've just checked your order and I can see that your phone line's due to go live tomorrow.</P> <P>Once that's happened, we'll place your broadband order and let you know when you can get online <img class="lia-deferred-image lia-image-emoji" src="https://community.plus.net/html/@104CD63F9302A50EF5EC70FE32BB8AA1/images/emoticons/smiley.gif" alt="Smiley" title="Smiley" /></P> Thu, 20 Oct 2022 14:47:12 GMT https://community.plus.net/t5/My-Order/Cannot-get-a-hold-of-customer-service-to-activate-Internet/m-p/1893885#M25391 Gandalf 2022-10-20T14:47:12Z