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New customer missing order

Posts: 1
Registered: ‎22-05-2018

New customer missing order

This morning I tried to switch to PlusNet mobile by ordering a sim only package and got as far as putting my details in (including those for the credit check) and paying for the first month. However, the website crashed at that point with a timeout error.


I can see the amount has been taken from my card however, I have no confirmation, no order number and no idea about where my order is. I have contacted support and have been told that it is in a pending state and that they would get someone from ops to contact me. This has not happend. I've also been told to wait a day or two but surely this is not normal and I am concerned.


Can someone investigate this properly and let me know what is going on? I wasn't expecting to hit snags this early in my switch.

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 304
Fixes: 15
Registered: ‎13-07-2017

Re: New customer missing order

Hmm, sorry to hear you've had such a rocky start at1


I'd like to take this on myself and make sure everything gets sorted as quickly as possible for you. Could you please send me a Private Message with your name and address so I can begin to investigate?