Sim activation

[#1]

Received sim today and it's fine outdoors but indoors it doesn't even get a 3g signal, I rang customer service and they checked postcode and said it's a known issue on network that indoors here is bad signal so i want to cancel it as in 14 day cooling off period and they said cant cancel a pending account (how stupid).
How long does activation normally take?

[#2]

Hi @MentalMadMax, thanks for getting in touch.

I do apologise for the issues you have had with your service. We can take a look into this for you if you would like to private message:

-your full name
-your full address including postcode
-your mobile number

Regards

[#3]

@abails0105 I have sent that info over to you

[#4]

So you have received your SIM today (Tuesday) and can use it outside? I’ve been trying to activate my SIM since Saturday and I’ve been told PlusNet are having technical difficulties and it can’t be activated?

[#5]

@Ad3 yes can use it when get signal so guess sim is active but my account is still pending.

[#6]

Thank you!

[#7]

@abails0105
Why am I being told that I can’t activate my new sim if @MentalMadMax can??? 😡

[#8]

I received welcome email this morning saying account is activated so will ring customer services when open and cancel as still 0 signal in my flat so useless.

[#9]

And still won't cancel it "ring back tomorrow " again how bloody hard is it to cancel ridiculous

[#10]

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@MentalMadMax wrote:
won't cancel it "ring back tomorrow " again

This approach by plusnet almost certainly breaches your rights

Raise a formal complaint , as should everyone who tries to legitimately cancel and gets told they have to ring back.

Also complain to OFCOM

PN are effectively refusing to accept your notice of cancellation, whatever PN might want to call it.

Ensure you record the call to them and do NOT accept the fob off - escalate it.

There is a Plusnet cancellation form, but they give no email so seem to expect you to post it to them, with associated delays and no confirmation of course unless you send it registered.

Hence calling them  recording your call seems to be the only REAL option - doubtless quite deliberately.

https://www.plus.net/help/legal/cancellation-policy-for-mobile/

https://www.plus.net/support/pdf/plusnet_cancellation_form.pdf

[#11]

@Ad3 Sorry to hear this. So we can investigate further can you PM us your mobile number or account number along with your full address and postcode?

@MentalMadMax From what I can see the account is now live so if you still want to cancel I'd recommend calling us again

[#12]

@MatthewWheeler I already have DM plusnet and I’ve been told that I have to call. I call and I get told that they can’t activate sims and they don’t know when it’ll be fixed. Useless

[#13]

Hey @Ad3,

I'm sorry to hear about your recent experience with our team and I apologise for the inconvenience caused.

We are working on this issue with our incident management team presently and will roll out a fix once it has been tested and okayed for release onto accounts - we'll then of course update our customers.

Please let us know if there is anything else we can help you with.

[#14]

Just rang and was told it's cancelled and refund will be issued but won't hold my breath that it has definitely done

[#15]

Hi @MentalMadMax, thanks for you post.

If you'd like to PM me:

-The mobile number in question

-Your name

-The account holders name

-The full address including postcode

I'll then be able to access the account and check for you.