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Am I just another forgotten customer?

Posts: 1
Registered: ‎12-12-2022

Am I just another forgotten customer?

I set up as a new customer after my contract finished with another company. Everything seemed okay, I had contacted my previous service provider to cancel and they confirmed this is sorted. I then got contact from my previous service provider to say they were happy I was now staying with them as my line cancellation had been cancelled by Plusnet. I later received a text from Plusnet to say that they were delaying my order - no explanation or other communication!! 


I sat on hold for an hour on Friday but had other commitments so had to hang up. I have contacted my previous service provider again today (who answered in under 5 minutes) and they have confirmed they have no further communication from Plusnet, so I have subsequently set up a new deal with them. I have tried to ring Plusnet again this evening, after being cut off the phone twice after 15 minutes and holding for another 30 I have again got other commitments that I need to get on with. I have already paid £24 to set up, but heard nothing, received nothing, and can clearly speak to no-one! Plusnet pride themselves on customer relations but can't support the customers coming in, dread to think what it's like when I am there! I just want to speak to someone to get a refund and cancel!!!!! Any help?!

Posts: 16,634
Thanks: 5,236
Fixes: 246
Registered: ‎24-02-2012

Re: Am I just another forgotten customer?

@cazzijones Welcome to the forums, although I doubt you'll be around for long.

If you were calling the 0800 432 0200 number  and getting nowhere, try 0800 013 2632 - might be best tomorrow, though, as I can't remember the opening hours for that service.

Posts: 22,742
Thanks: 9,459
Fixes: 151
Registered: ‎22-08-2007

Re: Am I just another forgotten customer?

Delayed orders

There are a multitude of reasons why order processing might be reported as delayed and usually it is nothing to be too concerned about, but there are exceptions. The following are some of the common causes of orders being delayed...

  • The user told their existing supplier that they are moving and the consequential action by their existing supplier will prevent any new ISP placing orders to take over the service - this needs affirmative action with the existing supplier
  • The existing circuit to the property cannot be identified in BT Openreach's systems due to errors in their data - this can give rise to the need for special processes (ORDI and Bridge cases) with BTOR to correct THEIR data
  • Something was not quite right with the order raised by Plusnet - these are usually sorted quickly
  • BT Openreach do not have engineering resources available in the usual timeframe

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.

NB: If a user tells their existing supplier that they are leaving and that supplier places a cease on the line, Plusnet cannot process a new order until AFTER the line has been ceased.  That could lead to circa 14 days without an internet service.


I would doubt that Plusnet has delayed the orders expressly.  I would suspect that there is confusion arising out of having told your existing supplier that your are leaving.  That will have caused a degree of mayhem if they placed a cease order on the line.  I would not be surprised if things went like this...

  1. You ordered with Plusnet - all fine
  2. You received an estimated transfer date
  3. Your existing supplier was advised (by the process that you are leaving)
  4. Your told your existing supplier that your were leaving ... and the invoke their "superior" (we own the line processes)
    1. They raised a cease order
    2. That will cancel all other pending orders
  5. That will give rise to a "cancellation" of the service migration notice in (3)
  6. That will give rise to a notice to your from your existing supplier thanking you for not moving

Sometimes these practices by some suppliers come close to slamming users to remain with them.  When seeking to migrate, it is IMPERATIVE that users leave the process to inform their existing supplier of the intent to migrate.  Treat it like changing car insurance suppliers - generally, you do not tell your old one you are not renewing with them.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Plusnet Help Team
Plusnet Help Team
Posts: 16,847
Thanks: 874
Fixes: 220
Registered: ‎27-04-2007

Re: Am I just another forgotten customer?

Hi @cazzijones


I'm really sorry about the issues getting you up and running with us. We definitely don't want anyone's order to be delayed and I'm sorry about how that was communicated with you. I'll take a look at how that's been handled and make sure some feedback gets passed on. 


I can see you've decided to cancel so I hope everything works out with the other provider and do get back to us again if you need to. 



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