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Help my broadband still isn't working, we are a vunerable family

Leanne1982
Interested
Posts: 2
Registered: ‎02-04-2020

Help my broadband still isn't working, we are a vunerable family

I placed an order on 3rd March to be connected to your broadband service, after many errors at your end I've been left with a phone line but you still have not placed my broadband order as promised last week. We have a child with ds and need access to the internet for his care. Please contact me urgent with a update. I was promised it would be on by now.
3 REPLIES 3
dvorak
Moderator
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Registered: ‎11-01-2008

Re: Help my broadband still isn't working, we are a vunerable family


Moderators Note


This topic has been moved from ADSL Broadband to My Orders

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Leanne1982
Interested
Posts: 2
Registered: ‎02-04-2020

Re: Help my broadband still isn't working, we are a vunerable family

Hi, will someone from plusnet contact me? We are desperate for help.
Gandalf
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Help my broadband still isn't working, we are a vunerable family

Thanks for your post @Leanne1982 and apologies for the delayed staff response. 

I'm sorry to see how we've handled your order.

I've also looked into what went wrong with your transfer leaving you without service and it appears your existing provider put steps in place to cease the service they were providing rather than allow us to takeover the line, which would trigger their services to be ceased automatically.

I've now placed an order to provide fibre broadband on your line and I'm taking this on personally moving forward and I'll confirm your activation date soon. You'll receive your new router within the next few days.

In the meantime, I'd recommend filling out our additional support form Here so we're aware as a business the additional support your family needs in case anything goes wrong with your service, although I'd hope that everything runs smoothly.

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