Morning.
I'm moving house on the 19th and taking your services with me - upgrading to fibre and landline - and I was told it would be installed for the 18th. A week later I received an e-mail saying that Plusnet was "sorry to be losing me" and that they'd been informed I was moving to another IP! So I rang customer support and the advisor told me to ignore the e-mail - although he also informed me that the installation date had now been moved to the 23rd - five days later!
Two days later and now I've received a letter in the post saying the exact same thing as the e-mail, that they're "sorry I'm leaving" and so forth. This is worrying me, obviously. I don't have much time so I tried online support, which was essentially useless because they told me to just ring customer services, which somewhat negated why I was using the online chat in the first place. I've just spent ages waiting on the phone before giving up. My account page isn't saying anything useful except - "An error has occurred - you already have a product change in place" - which is odd because I'm not trying to change products, I'm just trying to get some information about the situation. Ironically, the only information or communication I'm receiving is false - the e-mail and the letter!
I would really appreciate some help here. Is everything still moving along? Is it the 18th or the 23rd? And if it's the 23rd why the delay that's going to leave us without phone or internet for four days after we move? Am I going to have to have to cancel and move completely with BT? Because that's something of a 'nuclear option'. Thank you.
