Email cancelling my order
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Email cancelling my order
30-03-2020 1:47 PM
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Hi
I've just had an email confirming that my order for Home Phone has been cancelled when I haven't cancelled anything.
Re: Email cancelling my order
30-03-2020 2:04 PM
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Probably best as it seems like their service is not good at all.
Re: Email cancelling my order
30-03-2020 2:44 PM
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@Mack29 Welcome to the forum
Do you already get your phone from Plusnet or are you currently in the process of moving it? If so the problem is probably due to the current crisis resulting in a severe shortage of both Plusnet and Openreach staff still working. Openreach are currently concentrating their efforts on keeping the network running with reduced staff. Additionally they are not allowing their engineers to enter customers ptemises. To be frank, this is not a good time to ask for any changes to your set up.
As above, this is not a good time to be moving ISP. If I were you I would cancel your order and stick with your current ISP until all this is over.
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Re: Email cancelling my order
30-03-2020 3:04 PM
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@Baldrick1
Unfortunately I have no home broadband at this moment in time, although there is a disconnected phoneline to the property, and so need to have the new connection.
Re: Email cancelling my order
30-03-2020 5:35 PM
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Moved to new property, no bb ....so waited all this time for nothing really
Re: Email cancelling my order
30-03-2020 9:28 PM
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Thanks for your post @Mack29
I've had a quick look into this before I log off for the night and I can see the existing provider of the line has cancelled our order to takeover the line. Can you contact your current provider to ensure they're aware you're moving away? Just make sure they don't take any action to cancel or cease your line as you'll end up without any service if they do.
I've seen the ticket 200444692 you've raised and I've escalated this to myself to follow up either way tomorrow.
Thanks for your post @Musleh I've looked into this for you and I can see your installation from today is delayed. The engineer notes state that the DP (distribution point) is internal within your property and locked with a key the engineer couldn't get into on the day, this is generally the case if you live in a block of flats.
We can't chase this up at this time of night but I'll see what we can do tomorrow although we may need to wait for the order to be progressed automatically by our suppliers, because they've closed their standard helpdesk due to the pandemic.
Re: Email cancelling my order
31-03-2020 4:25 AM
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I really don’t understand as there isn’t an existing phone provider for the property as the service was cancelled well over 10 years ago.
The property belongs to my sister and I’m paying for the broadband to her house. The broadband to my own property is with another provider: that is not changing and I’m not moving away.
Re: Email cancelling my order
31-03-2020 10:46 AM
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Re: Email cancelling my order
31-03-2020 10:54 AM
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Hi Anoush
Please will you call me after 1:30pm today. Thank you.
Re: Email cancelling my order
31-03-2020 11:06 AM
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