New fibre broadband customer

[#1]

Hi

I have just joined plusnet fibre 145 for my new apartment but upon completing the registration (after I had paid the £30.99 for the first month) and inputting my direct debit details I got an error message saying there has been a problem and that I would maybe receive my welcome email soon?

I have tried to log in with the username o registered and that comes back as not recognised as if my order didn’t go through? The payment has definitely been deducted from my card though?

Can someone give advice as to why this may be? I have tried ringing customer service earlier but was on hold for ages before getting fed up!

Thanks in advance

[#2]

Moderators Note

This topic has been moved from Full Fibre to My Account/Billing

[#3]

Hi there,

I'm really sorry to see you've had issues signing up. I suspect the payment never came through to us so an account wasn't created. Is the payment showing in a pending state on your card?