topic No Order Updates in Plusnet Feedback

No Order Updates

weyboat — Sat, 20 Feb 2016 10:08:14 GMT

I signed up for Plusnet 21 days ago and since that time I have not received any updates about the state of my order.
Is this Plusnet's normal customer service standard?
I tried calling the helpline number and the auto responder stated my internet was not running yet?
Yes, thats why I called!

Re: No Order Updates

Oldjim — Sat, 20 Feb 2016 10:12:07 GMT

do you have any closed or open tickets on your account https://portal.plus.net/wizard/?p=search login required

Re: No Order Updates

weyboat — Sat, 20 Feb 2016 10:13:54 GMT

No, But thanks for the advice, I will try that..

Re: No Order Updates

weyboat — Sat, 20 Feb 2016 10:22:05 GMT

I have opened a ticket now, However, I checked the status of my order and it has not changed in the last 2 weeks, it saya..
Checking your line
We're running the final checks on your telephone line before submitting your order.

Re: No Order Updates

weyboat — Sun, 21 Feb 2016 09:39:38 GMT

24 hours since I opened a ticket and so far No Answer!
Just an auto copy of the question sent to my email address!

Re: No Order Updates

AndyH — Sun, 21 Feb 2016 09:56:31 GMT

Why not use the Live Chat?
It's the weekend, so don't expect a ticket response until next week.

Re: No Order Updates

weyboat — Mon, 22 Feb 2016 19:27:17 GMT

2 days since I opened a ticket, no reply!
Tried Live Chat, I was 23rd in the queue, 10 minutes later I was 21st in the queue!
Can't get any response from customer service..
Maybe the slogan should rear Plusnet we'll do you eventually!!!
Anyway, I have just cancelled the direct debit, let see if that gets a response.

Re: No Order Updates

Chris — Tue, 23 Feb 2016 09:53:30 GMT

Hi there,
Sorry for the lack of updates on your order. Unfortunately the first order we placed was rejected by our suppliers, I'm going to go and replace the phone and fibre orders shortly and will create a ticket on your account with the details, you'll receive an email once this is done. You should continue to receive service from your current provider until our orders complete.