Ordered Fibre 38MB on 01/09 - Switch from BT - No response/no email
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Ordered Fibre 38MB on 01/09 - Switch from BT - No response/no email
19-09-2016 7:17 PM - edited 19-09-2016 7:18 PM
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Hi there,
I placed my order to switch from BT to Plusnet Fibre Broadband on 01/09/2016 via uswitch. I received order email with confirmation that the first payment was taken. I picked activation date as 15/09/2016 and waited to receive a router pack. I did not receive any further communication from Plusnet via email or mobile. The activation date has now passed and I did not receive my router. I logged onto my Plusnet account and it states 'checking your line' for 2 weeks now. Next step showing on there is 'payment', but I checked my bank account and the first payment was taken straight away, also direct debit is in place. Can somebody tell me what is going on and how long I need to wait? Lack of communication/update is annoying.
Many Thanks
Monika
Re: Ordered Fibre 38MB on 01/09 - Switch from BT - No response/no email
19-09-2016 7:50 PM
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Have a look here https://www.plus.net/wizard/?p=search
Re: Ordered Fibre 38MB on 01/09 - Switch from BT - No response/no email
19-09-2016 8:25 PM
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Welcome to the forums.
I would suggest that you use more immediate means of contact with Plusnet. From past experience of posters still seeing that message after several weeks, I would suggest that something has gone wrong in the order process.
For people who have Facebook or Twitter accounts, I would post there either using https://twitter.com/plusnethelp or https://www.facebook.com/plusnet although hours are from Mon-Fri 9am-7:30pm & Sat 9am-5pm.
This forum is looked after by the staff who manage those 2 sites, so times when staff are around will be similar.
There is an online Chat system details at https://www.plus.net/home-broadband/contact/ but ensure that you have disabled any ad blocking software to get it to work.
Finally there are the telephones, details also at https://www.plus.net/home-broadband/contact/ but are shown below
- 0800 432 0200 (from within the UK)
7.30am - 10pm, every day
Note both Chat and phone has long queues (Chat will tell you your position in the queue)
To see how long the phone queue is look at http://portal.plus.net/supportpages.html?a=212 , it is 40 minutes currently.
I would like to think that a Plusnet staff member would pick this thread up in a reasonable amount of time, but it doesn't always happen. There is no guarantee of support from staff on this forum, indeed the mission statement shown below for the forum omits any mention of staff (Mods are customers with no access to Plusnet systems)
We're a friendly bunch of Plusnet customers helping each other out, answering questions and talking about everything under the sun from broadband to what we're having for breakfast.
Re: Ordered Fibre 38MB on 01/09 - Switch from BT - No response/no email
19-09-2016 10:17 PM - edited 19-09-2016 10:22 PM
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