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Sim activation

FIXED
Dabbler
Posts: 15
Fixes: 1
Registered: ‎23-02-2019

Sim activation

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?
30 REPLIES 30
Plusnet Help Team
Plusnet Help Team
Posts: 778
Thanks: 104
Fixes: 58
Registered: ‎02-05-2017

Re: Sim activation

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

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Alice Baillie
 Plusnet Help Team
Dabbler
Posts: 15
Fixes: 1
Registered: ‎23-02-2019

Re: Sim activation

@abails0105 I have sent that info over to you
Hooked
Posts: 8
Registered: ‎26-02-2019

Re: Sim activation

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?Huh
Dabbler
Posts: 15
Fixes: 1
Registered: ‎23-02-2019

Re: Sim activation

@Ad3 yes can use it when get signal so guess sim is active but my account is still pending.
Hooked
Posts: 8
Registered: ‎26-02-2019

Re: Sim activation

Thank you!
Hooked
Posts: 8
Registered: ‎26-02-2019

Re: Sim activation

@abails0105
Why am I being told that I can’t activate my new sim if @MentalMadMax can??? 😡
Dabbler
Posts: 15
Fixes: 1
Registered: ‎23-02-2019

Re: Sim activation

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.
Dabbler
Posts: 15
Fixes: 1
Registered: ‎23-02-2019

Re: Sim activation

And still won't cancel it "ring back tomorrow " again how bloody hard is it to cancel ridiculous
Pro
Posts: 1,126
Thanks: 158
Fixes: 3
Registered: ‎03-12-2016

Re: Sim activation


@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

 

Show us ONE just ONE real, defined benefit for the British public from Brexit

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
Plusnet Help Team
Plusnet Help Team
Posts: 8,115
Thanks: 983
Fixes: 399
Registered: ‎01-01-2012

Re: Sim activation

@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

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Hooked
Posts: 8
Registered: ‎26-02-2019

Re: Sim activation

@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
Plusnet Help Team
Plusnet Help Team
Posts: 1,858
Thanks: 201
Fixes: 79
Registered: ‎06-08-2018

Re: Sim activation

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.

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


Dabbler
Posts: 15
Fixes: 1
Registered: ‎23-02-2019

Re: Sim activation

Just rang and was told it's cancelled and refund will be issued but won't hold my breath that it has definitely done
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 63
Registered: ‎09-10-2018

Re: Sim activation

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.