So I placed an order with Plusnet for home phone and unlimited fibre broadband on 17/10/18. Paid the forst month upfront. I've had confirmation emails and texts and my phone line is active. I've been given a date for when my broadband goes live (brilliant) however I've been checking the progress via my account and have noticed that for the past 5 days the progress of the order has been stuck on 'taking first payment'. To then find this morning that the upfront payment I made on 17/10/18 has gone back into my bank account!
I am very confused by all this, I don't want any delays in my broadband installation as I have a very impatient child who wants to get back to gaming!