Not a good start @ Plusnet Mobile

[#1]

Thought I would sign up to the £5.00 Sim Only 30 day contact (1.5gb, U/L Mins & Texts, (£10 smart cap)

I got as far as the payment page then it crashed saying payment problem though my CC says £5 pending!

Not a good start !!

[#2]

I tried online chat and wished I hadn’t !

Agent  said “just to re-do the order” despite possibility of further credit checks and pending payments saying “it’s possible and if the order didn’t not go through I won’t be getting my sim”

Not a great help and obviously a warning to trouble ahead ! 

[#3]

I hit a payment problem, and it was the fault of my Debit Card company, who ALSO showed my payment s pending.

They DID however email me, text me and phoned me to tell me - which they have never done before, to say their systems had flagged the sale as a potential fraud.

Apparently this was because I do not purchase the item concerned on a regular basis!

Contact your card provider and tell them your problem, and your intention to represent the purchase information.

[#4]

HI Alan_in_Cumbria

It maybe the case but I have used my card recently for mobile top-ups without issue though top-ups are a scammers dream!

Plusnet weren't much help so need to explore other options as I don't want to affect my credit file with any other attempts. 

[#5]

Hi catphone,

I'm sorry to hear you've been experiencing issues with the sign-up process. We'd be unable to see the reason as to why the order was unsuccessful, but if this happens, we do advise customers to contact their Credit Reference Agencies for more information.

If the order has not processed with ourselves, the payment will not have been sent to or received by us. The payment will more than likely be kept in what's called a 'holding account', this is an account in between us and the bank. It's usually 5-10 working days to receive this back however, your bank is responsible for this account and I would advise to speak to them regarding accurate timescales as to when this payment will be returned to you.

I completely understand your frustrations with this catphone and we certainly don't want to lose you as a customer, but the only way to sign-up with us at this stage, would be to re-submit the order again; with this, we cannot guarantee if this will fail again or not. 

As advised above, I would advise to contact your Credit Reference Agency for more clarification first.

- Rebeka 

[#6]

HI RebekaPreston

I luv how your tone suggests a credit issue rather than a Plusnet one!! Re-submit advice is risky if wanting other credit in the near future!

Anyway I gave / will give you the benefit of the doubt and have applied again with my  Debit Card  this time and it went through! (Hope I don't regret!!)

Email by return says "Thanks a million for choosing Plusnet Mobile; we think you've got great taste. Seeing as you're a valued Plusnet Broadband customer too, you're entitled to our best rates. Great news, your order is being processed, we'll be sure to let you know once that's done. "

QUESTION

Do I get a temporary number and can apply to transfer in an existing number when I receive my sim?

[#7 · Accepted solution]

Hi catphone,

When your account becomes live, you'll be issued with a Plusnet mobile number. If you don't wish to keep this number and want to port an existing number across, you can do so once you receive your 'Welcome Email'. This email indicates your account/SIM is active, simply get in touch with us with your PAC and we'll begin the transfer. 

The port-in process takes up to 1 working day when processed before 6pm on a weekday or up to 2 working days when processed after 6pm to complete; there will be some disruption on the network in the meantime and we don't process ports of a weekend, but this is part of the process. You can use your existing SIM until the transfer is complete and you will know this as your current SIM will stop working. When this happens, pop in your Plusnet mobile SIM and you'll be good to go!

Hope this helps!

- Rebeka 

[#8]

Hi RebekaPreston

Thanks for info. 

Rec'd;

New SIM + welcome email,

Set-up porting in via Text,

Rang 500 to lower cap,

set-up account online,

Speedtest 38.7 / 21.2 on 4G

[#9]

Looks like all done n dusted.

Number ported. 

[#10]

I have no good start as well and I am really affraid about my old number. I gave PAC on 11 November and after that on 14 November I had my old number from my old provider which was Vodafone. But my number has worked just one way. People who want to call me .... they hear that my number is incorrect. The same situation when someone want to send me txt.
I am still waiting nearly 3 weeks and nothing . I have caled to 500 many times.... nothing. I think about finish my bad contract with Plusnet but what with my old and important number ??!
My buisnes doesn't work I lost lots of money because my customers hear that my number is incorrect!!!
What a f.o.ck? Who give my back my lost money?
PLUSNET please be prepare to court way !

[#11]

Hi @Mario100, 

I'm really sorry to hear about your predicament. I'm afraid this does have to be dealt with by our specialist teams on 500. Please can you PM me your account reference, full address with postcode, full name and mobile sim number so we can help further.

[#12]

Teree

[#13]

Hi @Mario100, I have replied via PM, I would suggest removing the information you have supplied above as this is a public forum and we like to protect your data.

[#14]

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@Mario100 wrote:
I have no good start as well and I am really affraid about my old number. I gave PAC on 11 November and after that on 14 November I had my old number from my old provider which was Vodafone. But my number has worked just one way. People who want to call me .... they hear that my number is incorrect. The same situation when someone want to send me txt.

---

Mario,

Plusnet appears to have all sorts of issues with new numbers and ported numbers not being set up correctly on other systems (especially but not exclusively VM) so according to those others sytems - your number doesn't exit.

If its the ported vodaphone number you are having issues with, Its unlikely vodaphone will talk to you other than to say the number was ported, and plusnet need to sort out their errors on the port.

If its a new plusnet number you are having issues with, then its likely plusnet have issued you with a number that simply isnt yet set up on other systems. In which case EE and plusnet callers to you would probably have no problems, but for callers from some other suppliers (including other EE piggy backers like virgin media) its simply as if you dialed an incorrect none existent number.

 plusnet systems seem to talk to other suppliers about as well as they (dont) inform their customers of network issues like we have seen and keep re-seeing today

[#15]

Thanks RobC
What can I do now ? Is chance to have my old number ? Is it to difficult for Plusnet inginiers to do ? I lost about £500 - £700 everyday because my buisnes doesn't work well. However I think that situation is good for making money... because I am going to send that problem to the court way. We will see. However thank you for your answer.