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Porting over 2 weeks now

Sarahr138
Newbie
Posts: 4
Registered: 3 weeks ago

Porting over 2 weeks now

I’m so frustrated with Plusnet, my sim won’t activate after being in a pending state for over 2 weeks now and nothing anyone can do. If I port away I will be taking the problem with me. Plusnet can’t force it to activate. My mother has a care line with me as her contact, I don’t have a landline they can’t get in touch with me. Seems mad they can’t do anything for me. I think ofcom  may be my next port of call. Plusnet say I just have to wait my feeling is that if it hasn’t happened by now it isn’t going to.... 

8 REPLIES 8
Plusnet Help Team
Plusnet Help Team
Posts: 13,878
Thanks: 4,299
Fixes: 690
Registered: ‎21-04-2017

Re: Porting over 2 weeks now

Hi @Sarahr138 Thanks for contacting us via our community forums and I'm sorry to see you've had issues with your SIM not activating for so long and the inconvenience and concern this is causing.

I'm chasing this up with our operations team and I should be able to provide an update tomorrow.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 13,878
Thanks: 4,299
Fixes: 690
Registered: ‎21-04-2017

Re: Porting over 2 weeks now

Hi @Sarahr138 

I've been advised that we're aware of the problem with your account and this is raised with the appropriate team to fix as soon as possible. Unfortunately I'm afraid that we're not able to provide a timeframe as to when it will be resolved.

I do sincerely apologise for the inconvenience this causes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Sarahr138
Newbie
Posts: 4
Registered: 3 weeks ago

Re: Porting over 2 weeks now

It’s not really good enough is it. I left EE to come over to you in good faith, I had a perfectly working phone I could receive calls on. The pending problem does seem to be an issue plus net encounters on a regular basis going back over a long period of time. Just telling there’s nothing you can do is not useful. You’ll expect me to pay you in the same way I expect a fully workable service. I am totally screwed I can’t leave so I have to put up with this.

i can’t believe there is nothing you can do. For something that was to take up to 2 hours to port has now been over 2 weeks! So this is it is it, I stay pending......

thanks for the service really glad I switched.

Plusnet Help Team
Plusnet Help Team
Posts: 13,878
Thanks: 4,299
Fixes: 690
Registered: ‎21-04-2017

Re: Porting over 2 weeks now

Thanks for getting back to us @Sarahr138 

Again I do sincerely apologise for the inconvenience caused by this problem. We're already doing what we can to fix this as soon as possible, so there won't be anything more we can do I'm afraid.

Once we've resolved it feel free to drop me a PM and I'll be happy to discuss a gesture of goodwill with you.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Sarahr138
Newbie
Posts: 4
Registered: 3 weeks ago

Re: Porting over 2 weeks now

3 weeks and still counting.... still no activated sim....nothing like a company taking ownership of their issue and working hard to resolve it! This really is nothing like that.

Plusnet Help Team
Plusnet Help Team
Posts: 875
Thanks: 102
Fixes: 37
Registered: ‎26-03-2018

Re: Porting over 2 weeks now

Hi @Sarahr138,

I'm sorry to hear that you're continuing to experience this issue. We'd need to take a further look into this and to discuss the matter further we'll need to pass our security checks. Please could you send us a Private Message across with the following information attached:

 

- Your Mobile Number
- Your Full Name (And whether or not you're the account holder)
- Your Full Address (Including Postcode)

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Sarahr138
Newbie
Posts: 4
Registered: 3 weeks ago

Re: Porting over 2 weeks now

No point going through it all again on here. Sim is pending and apparently there is nothing you can do...

Plusnet Help Team
Plusnet Help Team
Posts: 13,878
Thanks: 4,299
Fixes: 690
Registered: ‎21-04-2017

Re: Porting over 2 weeks now

Hi Sarah. I’m happy to take ownership of the problem updating you on the progress however it’s not really going to change or speed things up because we’re already doing what we can to get this resolved for you as soon as possible. 

My colleagues in our operations team proactively ensure that any pending accounts we have are chased up with the relevant suppliers. 

Once I’ve received an update I’d happy to let you know however it’s possible that I wouldn’t get an update until the problem is sorted but that doesn’t mean that we’re not doing anything as we’d be chasing this up in the background. 

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