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Order has been cancelled and now no phone line

Newbie
Posts: 2
Registered: ‎30-04-2020

Order has been cancelled and now no phone line

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.

 

3 REPLIES 3
Plusnet Help Team
Plusnet Help Team
Posts: 15,169
Thanks: 458
Fixes: 126
Registered: ‎27-04-2007

Re: Order has been cancelled and now no phone line

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. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Newbie
Posts: 2
Registered: ‎30-04-2020

Re: Order has been cancelled and now no phone line

Thanks Adam - Ive private messaged you.

 

Plusnet Help Team
Plusnet Help Team
Posts: 17,979
Thanks: 5,724
Fixes: 963
Registered: ‎21-04-2017

Re: Order has been cancelled and now no phone line

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team