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New fibre broadband customer

Posts: 1
Registered: ‎03-10-2022

New fibre broadband customer


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
Posts: 11,150
Thanks: 4,921
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Registered: ‎30-06-2016

Re: New fibre broadband customer

Moderators Note

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

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Community Gaffer
Community Gaffer
Posts: 26,473
Thanks: 10,117
Fixes: 1,586
Registered: ‎21-04-2017

Re: New fibre broadband customer

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? 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi