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Fibre broadband and phone line

FIXED
AnnieMc
Hooked
Posts: 5
Registered: 27-05-2018

Fibre broadband and phone line

Hi 

I ordered fibre broadband and line on the 20th may and paid the first payment of £24.99 which has been took from my account , got a confirmation e-mail about my order and direct debit and said they would keep in touch about my order. But I have heard nothing about dates , router or anything and it’s impossible to try and speak to someone on chat or phone.  Thinking I have made a bad move from talk talk 

5 REPLIES
Superuser
Superuser
Posts: 12,210
Thanks: 3,525
Fixes: 22
Registered: 22-08-2007

Re: Fibre broadband and phone line

Hi Annie,

A warm welcome to the forums. Switching takes a minimum of 14 days (Ofcom anti-slamming rules taking up a lot of that time). The link below for PN tickets will show you the details of your order progress.

Have you received a communication from your old provider notifying you of an intent to take over your service? That’s a usual indication of the order processing. Did you tell your existing provider that you are moving? That can cause problems for a supplier taking over the service?
AnnieMc
Hooked
Posts: 5
Registered: 27-05-2018

Re: Fibre broadband and phone line

Hi thanks for getting back to me, no I haven't heard anything from talk talk and I didn't tell them I was leaving, that's OK it's takes 14 days was just wondering why I hadn't heard anything from plusnet after the confirmation email. Thanks for your time.
Superuser
Superuser
Posts: 12,210
Thanks: 3,525
Fixes: 22
Registered: 22-08-2007

Re: Fibre broadband and phone line

Not hearing anything from Talk Talk is disconcerting. In my experience of migrating users from TT to PlusNET there is a notification within 24 hours of placing the order. This needs staff input.

@EmilyD can you assist please?
AnnieMc
Hooked
Posts: 5
Registered: 27-05-2018

Re: Fibre broadband and phone line

Thanks whatever you can do to help.
Community Gaffer
Community Gaffer
Posts: 1,802
Thanks: 2,998
Fixes: 52
Registered: 29-09-2011

Re: Fibre broadband and phone line

Fix

Hi @AnnieMc I can see that @MatthewWheeler has already responded to you via Facebook at around 11am

 

If you need anything else please don't hesitate to let us know Smiley 

 Jono H
 Plusnet Community Manager