topic Re: New Broadband Customer - no welcome email after 24 hours in My Order

New Broadband Customer - no welcome email after 24 hours

tcg — Wed, 29 Apr 2026 11:09:35 GMT

Hey all,

Has anyone else had this issue - I purchased a new FTTP broadband package yesterday with the service to be started on Friday. I went through the whole payment process successfully, approved in my NatWest app, confirmed approval on the Plusnet payment page, but when I clicked this the payment page just refreshed.

I can see the pending payment in my NatWest app but I haven't received anything from Plusnet to confirm that the order was successful, its been 24 hours now and I am hesitant to make a 2nd order as I can see the payment on my side.

Has anyone else had any experience with this, how long does it usually take for Plusnet to send through a welcome email for new customers?

Thanks

Re: New Broadband Customer - no welcome email after 24 hours

dvorak — Wed, 29 Apr 2026 11:27:34 GMT

Moderators Note

This topic has been moved from Full Fibre to My Order

Re: New Broadband Customer - no welcome email after 24 hours

markhawkin — Wed, 29 Apr 2026 11:45:39 GMT

Is this a move from another provider, a brand new connection or a contract renewal with Plusnet?

If it's a move then you would expect a "sorry you are leaving" email from the old provider.

The "one touch switching" system should prevent you being without an existing service. I if you are changing over on Friday it sounds like it is a takeover of an existing service without any physical changes needed.

It will also require a bit of quick work by the post to get you your router.

Re: New Broadband Customer - no welcome email after 24 hours

tcg — Wed, 29 Apr 2026 11:51:58 GMT

Hey sorry,

I am a completely new customer setting up broadband for the first time with plusnet for a new flat I am moving into, I am not switching from a different provider as I was not responsible for broadband payments in my current flat.There is no current internet provider for the flat as its currently completely unoccupied.

The flat already has FTTP so there is nothing to install but receiving the plusnet router and plugging it in.

During the ordering process I chose Friday so I assume they would be able to deliver by then.

Thanks

Re: New Broadband Customer - no welcome email after 24 hours

bmc — Wed, 29 Apr 2026 11:53:31 GMT

@tcg

Can you log into your PN Members page and, if so, are there any open / closed questions?

https://www.plus.net/wizard/?p=search

Brian

Re: New Broadband Customer - no welcome email after 24 hours

tcg — Wed, 29 Apr 2026 11:57:20 GMT

Hey @bmc ,

I cannot log into this page as I don't have an member's account, the note on that page says "This will be the username you created when first signing up. You can find it in the email we sent to you when you joined." - I have not received any welcome email yet so I haven't been provided a member's username.

Thanks

Re: New Broadband Customer - no welcome email after 24 hours

MisterW — Wed, 29 Apr 2026 12:49:18 GMT

@tcg

It sounds like the ordering process didn't fully complete.

I'd call in to check if the ordering process completed ok, Call 0330 1239 123

Re: New Broadband Customer - no welcome email after 24 hours

tcg — Wed, 29 Apr 2026 12:58:46 GMT

Hey @MisterW ,

This is what I am suspecting as well - I'll give them a call to see if they have any of my details. I just wanted to post here to make sure this wasn't normal for them before I did so.

Thanks

Re: New Broadband Customer - no welcome email after 24 hours

MisterW — Wed, 29 Apr 2026 13:10:00 GMT

@tcg its a long time since I've been through the ordering process but IIRC you'd get an email pretty quickly with account details.

The flat already has FTTP so there is nothing to install

BTW once you've got an oder placed , make sure the fibre ONT is left powered up. Openreach will do a remote test to check if its functioning. If it is , then the order is processed as a 'remote activation' and should be able to complete in 48hrs. It it fails the test, then the order changes to 'engineer required' and will take a couple of weeks