New customer waiting to be set up

[#1]

I’ve been waiting since mid October to change my fibre broadband and phone supplier to Plusnet.  So far nothing just that it’s in the process and I will receive an email in due course.  Is this delay normal?  I’ve already paid one month’s payment.  What are they waiting for?

I’ve tried phoning cusromer services but I just get a message saying connection is in process, and don’t get a chance to speak to anyone.  ‘Which’ always says Plusnet has excellent customer service but I’m not seeing that yet.

[#2]

Hi there.

I'm sorry for the lack of communication and progression regarding your order and to see you've decided to cancel.

I'd like to thank you for choosing us as your service provider in the first instance, and wish you all the best with the provider you choose to stay with/move to.