Order has been cancelled and now no phone line

[#1]

Hi - I ordered my mothers phone be changed to plusnet from BT, order was accepted and router delivered.

I received an email saying the phone line would be transferred on the 6/4/2020

On the 5/4/2020 I received an email saying that the home phone order had been cancelled.  I assumed that this meant the line would remain active with BT.

Now on the 30/4 we find that my 78 year old mother who lives alone has no telephone line.  Why has this been disconnected?

I tried calling plusnet support tonight but after a 20 minute wait was cut off as I got to speak to an operator.

This needs to be resolved  - you have left a vulnerable old lady without a telephone line.

I await your response.

[#2]

I'm really sorry to see this has happened. Unfortunately it could likely be the case that if we've placed orders to transfer the services over to us that orders the previous supplier have placed unnecessarily to cease the line have caused our orders to cancel and would be the same reason that the line isn't working at present. 

I'd like to be sure and to make sure that we're doing all that we can for you so please feel free to send me a private message along with the username for the account and I'll take ownership of getting this resolved for you. 

[#3]

Thanks Adam - Ive private messaged you.

[#4]

Thanks for getting back to us @pturner0112

I'm picking this up now and I'll post back shortly.

[edit]

I've messaged you back now.