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Ordered Fibre 38MB on 01/09 - Switch from BT - No response/no email

moniczek
Newbie
Posts: 3
Registered: ‎19-09-2016

Ordered Fibre 38MB on 01/09 - Switch from BT - No response/no email

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

3 REPLIES
iannewson
Hooked
Posts: 9
Registered: ‎15-01-2016

Re: Ordered Fibre 38MB on 01/09 - Switch from BT - No response/no email

SpendLessTime
Aspiring Hero
Posts: 2,813
Thanks: 824
Fixes: 81
Registered: ‎21-09-2009

Re: Ordered Fibre 38MB on 01/09 - Switch from BT - No response/no email

@moniczek

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.

Dannybohy
Newbie
Posts: 4
Registered: ‎19-09-2016

Re: Ordered Fibre 38MB on 01/09 - Switch from BT - No response/no email

I have same problem, really terrible start, no communication and lied to when I called about it.. add to that lag problems in gaming, terrible wifi and constant out of synch problems with iplayer etc. All problems which I didnt have before moving over. and im paying for 80mb speeds, which t moment go from 40 to 74. Im right next to exhange too. Really regretting moving to plusnet at moment. And I tried to call support, one hour wait times......