Trying to leave - plusnet not sending switching email

[#1]

I was halfway through the phone call to Zen to switch to them and they wanted confirmation that i had received a switching email from plusnet. They told me this usually arrives immediately and even sent me a screenshot of their screen showing they had sent a switching order. All the details are correct.

This is holding up the process which I wanted to complete today

[#2]

Moderator's note:
Thread moved from Broadband to My Account/Billing

[#3]

I have now recieved 2 text messages from plusnet with the confirmation I needed. However, they also say they have sent an email, which I have not got... I think i'm done with plusnet now but you should fix this issue in the future

[#4]

I think your experience was a blip. @Gerrywdean . I know of a number of people who have moved to Zen (and other ISPs) with no issue.

[#5]

This looks like a business process change at Zen or an agent not knowing what they are doing.  When I switched my business service to Zen, there was no such need.

I have not encounter the need for any hand off from the losing supplier - the gaining provider puts the transfer request in … and it all happens, unless the user acts on the anti-slamming warning from the losing provider.

I’ve heard suggestions that Zen’s support has lost its shine.