New customer - No updates, no engineer, no nothing

[#1]

Three weeks ago I signed up for a new broadband/phone line service with Plusnet. First time I've had anything to do with them.

I received the standard "welcome" email, and confirmation of my service plan as well as a letter repeating all of this. Since then I've had no update as to what's happening with my order. It's still listed as being processed on my account.

This is rather annoying as I had requested an engineer out for today to install my phone line and broadband, yet they are a no show.
Should I not have received emails, texts, letter informing me of what exactly is going on with my order and where this engineer is?

This is a pretty terrible first impression to make on a new customer.

[#2]

Hi @Hackers, I'm really sorry to hear of the experience you've had and agree that this is certainly not an ideal start.

Unfortunately it appears your orders became stuck in the ordering system.

I'm placing these manually now for you and will book the first available appointment (We can then amend it if it's not suitable).

I do sincerely apologise for any inconvenience caused by this delay.

Thanks for your patience.