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Average time to switch to plusnet

FIXED
Derang
Hooked
Posts: 5
Registered: ‎11-05-2018

Average time to switch to plusnet

After waiting 2 weeks from placing my order to switch, I've now been given a date of the 25th May.
Is this date a joke? I've been waiting over 2 weeks already, and now have to wait another 2 weeks!

Notice that you didn't wait to take my activation charge and first payment from my bank account, both of which were taken immediately on 25th April.

I'm seriously tempted to cancel this switch and switch to a competitor as it looks like I'm back at the start of the process now anyway.

There's been no explanation as to why it's taken so long or anything, just an email advising a date. Pretty poor customer service from a company that claims to be the best.

If I cancel the switch now, I assume all charges will be refunded?

Would be good if somebody could look into this and advise please.
6 REPLIES 6
Strat
Moderator
Moderator
Posts: 30,208
Thanks: 3,227
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Registered: ‎14-04-2007

Re: Average time to switch to plusnet

Moderator's note by Dick (Strat): Topic moved to My Order.

Customer and Forum Moderator. Windows 10 Firefox 86.0 (64-bit)

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,273
Thanks: 5,937
Fixes: 990
Registered: ‎21-04-2017

Re: Average time to switch to plusnet

Sorry to hear that.

Unfortunately it looks like we didn't place your order automatically with our suppliers when you signed up.

I can see my colleague @MatthewWheeler placed the order yesterday. As we're taking over a working line, I'm afraid there's a minimum lead time of 10 working days we have to follow which starts from when the order is put through to Openreach.

If you would like to cancel for a full refund you'll need to call us on 0800 013 2632

Apologies for the inconvenience caused.

Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Derang
Hooked
Posts: 5
Registered: ‎11-05-2018

Re: Average time to switch to plusnet

Thanks Gandalf, I've cancelled now.
RealAleMadrid
Seasoned Champion
Posts: 1,383
Thanks: 616
Fixes: 30
Registered: ‎07-07-2009

Re: Average time to switch to plusnet

Fix

@Gandalf  Why does this keep happening? There must be something horribly wrong with you ordering systems.

"Unfortunately it looks like we didn't place your order automatically with our suppliers when you signed up."

No wonder you are losing new customers.Sad

daveplus
Pro
Posts: 562
Thanks: 122
Fixes: 7
Registered: ‎25-08-2010

Re: Average time to switch to plusnet

What I would like to know is whether this was an online-initiated process or one that was the result of a telephone request to a human.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,273
Thanks: 5,937
Fixes: 990
Registered: ‎21-04-2017

Re: Average time to switch to plusnet

Sorry to see you've decided to leave @Derang

All the best with the provider you choose to go to.

 

@daveplus

It shouldn't really matter either way as the problem was after the account was created, our automated provisioning system simply didn't put the orders through to our suppliers. Sad We've passed feedback on internally.

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