topic Re: Slow order in My Order

Slow order

Jonifife — Wed, 10 May 2023 13:48:15 GMT

I signed up to switch to Plusnet over a month ago - still waiting for activation date and router. I've not cancelled my existing provider and have left to PN to sort ....zzzzzzzzzzz so slow - wish I had gone elsewhere.

Re: Slow order

Longliner — Wed, 10 May 2023 16:10:16 GMT

Best give Pnet a ring and ask what's happening, have your account details handy. DO NOT CANCEL your existing provider whatever ISP you are going to. The gaining provider sets up your new connection and advises your existing provider that you are moving to them, a procedure agreed by the industry. If you cancel you will break this sequence which may result in no broadband for weeks until it is sorted out.

Re: Slow order

adamwalker — Sun, 14 May 2023 08:44:29 GMT

Hi @Jonifife I'm really sorry that your request to move over to us hasn't gone anywhere so far. I've looked into that and it looks like a problem with our automation held things up. I've placed orders manually to bring your line and connection to Plusnet on 26/5/23.

Do give me a shout if you have any questions.

Re: Slow order

Jonifife — Mon, 15 May 2023 11:09:14 GMT

Thanks Adam things appear to be moving.

However I'm sure I opted to keep our existing landline number. (We don't have the option to go broadband only just yet) yet I've received a message from PN to advise a new landlines number. We wany to keep our old one. Are you able to help with this or do I need to call? Thanks

Re: Slow order

MatthewWheeler — Wed, 17 May 2023 11:42:01 GMT

Thanks for getting back to us @Jonifife

It looks like your orders have been placed incorrectly. Unfortunately, we can't amend them once they're in progress so I've had to cancel them and replace them.

You'll get some e-mails advising of this soon along with the new transfer date.

Apologies again for the inconvenience this is causing