Was this ever resolved?
I am now having the exact same problem but have had conflicting advice from different Plusnet employees and am getting a bit fed up.
I tried to sign up for fibre online. Got the error message. Phoned up, concerned that the almost £200 payment had gone through for nothing. Was reassured (falsely) by a Plusnet sales person that the payment woudln't have gone through. Tried again 2x more.
Then checked my bank account and £600 has been placed on hold.
I've spent a total of 4 hours on the phone to my bank and Plusnet trying to get this sorted - my bank said that this is a fairly standard, simple process for Plusnet to release the hold, and it's usually only single employee companies who take the 48 hours it's so far taken for the hold to be released. Plusnet however have told me they just wait for the hold to be released automatically - which would apparently, according to my bank, be halfway through next week. So Plusnet have basically put £600 of my money on hold for no reason apart from the fact that they can't be bothered to un-hold it. My bank gave me simple instructions to pass to them, along with the relevant banking authorisation codes, and said that only a "cowboy outfit" would fail to follow these instructions. Plusnet apparently fall into this category as noone in billing, sales, or customer services was able to make head or tail of it. Apparently the hold will be released automatically next week so they said they didn't see why I couldn't just wait.
Anyway, all of that is in the background, meanwhile I am still trying to place my order.
So today I phoned up and spoke to someone in sales, who said that this error message related to fibre broadband and that what I should do would be to order the regular ADSL broadband, and then phone up a few minutes later and ask for the order to be amended to fibre.
I phoned a few minutes later and asked for the order to be amended to fibre, exactly as instructed.
The person (Chris) to whom I just spoke, told me that he can't do this because it's impossible to amend the order until I have moved into the house. This would apparently be the case whether I'd ordered it online, whether they'd ordered it... apparently noone can get around the server 500 error because there is a line already active in the property.
He assures me that in 2 weeks plus, when we move into this property, we will be able to change the order as soon as it activates.
This is completely different from what everyone else I've spoken to about the same issue has told me. Is anyone able to clarify?
Please bear in mind that I have spent hours trying to give Plusnet my custom over the past few days - I've never had it made so difficult! I am trying very hard to be patient but am rather fed up. You still have £600 in my current account on hold, too, bear in mind....
Any clues as to how the above issue was resolved would be really helpful. Thanks.
