topic No welcome email for new order in My Order

No welcome email for new order

callumperks1 — Fri, 29 Nov 2024 20:23:39 GMT

I placed an order for full fibre broadband earlier on today. It has now been 4 hours since placing the order. The first payment is pending in my bank account but I have received no emails yet. Also, my email address and username are unrecognised by the planet website when I try to login or reset my password

Re: No welcome email for new order

oldpeculier — Sun, 01 Dec 2024 12:16:47 GMT

I am an existing Plusnet customer. Just signed up to change my broadband package to Full Fibre 500
this morning. Received two emails from Plusnet support withing minutes. 30 minutes later they
emailed with confirmation of the installation date & time. This was followed one hour later by an email from
Openreach with Full Fibre installation appointment details.

If you are still waiting for a reply suggest you get on the phone to Plusnet

good luck

Re: No welcome email for new order

Marsh — Sat, 07 Dec 2024 09:02:46 GMT

Hey @callumperks1

I’m sorry to hear that the order failed to create on our end. After looking into this matter further, I can see that you got in touch with our team, and they managed to create a new account for you. Did you attempt to place your order online? If so, was the page refreshed while placing your order? This is the most common cause of this issue.