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SIM installed waiting for the Welcome Email - Account Inactive

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Hooked
Posts: 5
Registered: ‎12-02-2019

SIM installed waiting for the Welcome Email - Account Inactive

I understand there is a delay in sending the welcome email at the moment for new mobile SIM only accounts, any idea when this will be fixed?

 

I received my SIM on Saturday 9th February 2019, installed it and it's working but because I haven't received the welcome email I can't activate my mobile account to monitor my data usage from the app.

A representative via online chat said they are unable to manually activate accounts/send the welcome email - because this is an automatic process, that contradicts some posts on this forum where PlusNet representatives have manually activated mobile accounts.

 

Thanks.

6 REPLIES 6
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Plusnet Help Team
Plusnet Help Team
Posts: 1,499
Thanks: 143
Fixes: 65
Registered: ‎06-08-2018

Re: SIM installed waiting for the Welcome Email - Account Inactive

Hey @StuartHunt,

Thanks for getting in touch.

 

I am sorry to hear you are having trouble with the activation of your services and I apologise for the frustration caused.

I'm afraid we are unable to provide further information on an when this fault will be fixed, however, we are working on a fix and will update all affected accounts as soon as possible.

 

Thank you.

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


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Hooked
Posts: 5
Registered: ‎12-02-2019

Re: SIM installed waiting for the Welcome Email - Account Inactive

Thank you Maddy.
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Pro
Posts: 1,126
Thanks: 157
Fixes: 3
Registered: ‎03-12-2016

Re: SIM installed waiting for the Welcome Email - Account Inactive

Nothing on the status page

 

... As usual.

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Brexit Promised cake .... But just delivers a stream of Cack
... and expects us all to just swallow it
Brexit - Built from Bovine Manure by Bots
Highlighted
Hooked
Posts: 5
Registered: ‎12-02-2019

Re: SIM installed waiting for the Welcome Email - Account Inactive

Still no news on account activation.

 

It seems a little strange that a company can charge you for a service you're not receiving.

A little disappointing really.

Plusnet Help Team
Plusnet Help Team
Posts: 1,705
Thanks: 309
Fixes: 97
Registered: ‎26-03-2018

Re: SIM installed waiting for the Welcome Email - Account Inactive

Hi @StuartHunt,

 

I'm sorry that your services haven't activated yet and for the inconvenience caused. The team are working to fix this as soon as they can but, unfortunately, we don't yet have a timescale for when this will be fixed.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
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Hooked
Posts: 5
Registered: ‎12-02-2019

Re: SIM installed waiting for the Welcome Email - Account Inactive

Thank you for the update EmilyD,

 

Sorry to go on but I'm keen for the account to be activated.

 

I'll wait a little while longer.

Regards,

 

Stuart.