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Not a good start @ Plusnet Mobile

FIXED
catphone
Dabbler
Posts: 23
Thanks: 2
Fixes: 1
Registered: ‎05-10-2016

Not a good start @ Plusnet Mobile

Thought I would sign up 9B08E698-A06E-486E-930E-BACE6CE3F30D.pngto 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 !!B866BDC3-F39A-428F-8CDC-D7C777E578C6.png

8 REPLIES
catphone
Dabbler
Posts: 23
Thanks: 2
Fixes: 1
Registered: ‎05-10-2016

Re: Not a good start @ Plusnet Mobile

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 ! 

 

 

Alan_in_Cumbria
Newbie
Posts: 2
Registered: ‎26-06-2018

Re: Not a good start @ Plusnet Mobile

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.

catphone
Dabbler
Posts: 23
Thanks: 2
Fixes: 1
Registered: ‎05-10-2016

Re: Not a good start @ Plusnet Mobile

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. 

RebekaPreston
All Star
Posts: 929
Thanks: 128
Fixes: 31
Registered: ‎25-11-2016

Re: Not a good start @ Plusnet Mobile

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 

 Rebeka Preston
 Plusnet Help Team
catphone
Dabbler
Posts: 23
Thanks: 2
Fixes: 1
Registered: ‎05-10-2016

Re: Not a good start @ Plusnet Mobile

HI 

 

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?

RebekaPreston
All Star
Posts: 929
Thanks: 128
Fixes: 31
Registered: ‎25-11-2016

Re: Not a good start @ Plusnet Mobile

Fix

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 Smiley

 Rebeka Preston
 Plusnet Help Team
catphone
Dabbler
Posts: 23
Thanks: 2
Fixes: 1
Registered: ‎05-10-2016

Re: Not a good start @ Plusnet Mobile

Hi 

 

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

catphone
Dabbler
Posts: 23
Thanks: 2
Fixes: 1
Registered: ‎05-10-2016

Re: Not a good start @ Plusnet Mobile

Looks like all done n dusted.

 

Number ported.