Ordered Fibre, payment taken, account doesn’t exist

[#1]

So I ordered plusnet fibre on 8th Sept 2018, payment was taken, but I have not heard anything or received a confirmation email for my account etc. I have tried to log in and it says my account doesn’t exist?! Yet payment has been taken from my bank account!! Online chat not working, so I called the helpline. Was on hold for 40 minutes with no answer so gave up! Please help!! I have no way of contacting anyone...

[#2]

Welcome to the forum.

I didn't try to access my account that early in the process so I can't say what was normal at the time, but since it's the weekend, and a new billing system is being set up, I suspect it's too early to be able to access your account.  If you look around this forum, you'll find quite a few posts from long-standing customers who've been unable to get access to their accounts during the change to the new billing system.

In due course (probably tomorrow) I'm sure one of the staff who help on this forum will check your payment and confirm that it has gone through.

[#3]

Hi @gabaroonee,

I am really sorry to hear that you haven't heard from us since you placed your order.

I have sent you a Private Message regarding this so we can look into this for you.