No activation date
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- Re: No activation date
No activation date
24-09-2018 7:05 AM
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Signed up to switch to Plusnet from NOW broadband, haven’t heard anything from Plusnet apart from the original sign up email. NOW have told me my service is transferring October 1st?
I’ve emailed your support twice now to see if this date is correct and have again not heard a thing back despite it saying I should receive a reply back in 14 hours each time.
I have to say I’m seriously unimpressed so far and if nobody bothers looking into this I will be choosing another supplier instead.
Re: No activation date
24-09-2018 8:44 AM
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@marknally Said "I’ve emailed your support twice now to see if this date is correct and have again not heard a thing back despite it saying I should receive a reply back in 14 hours each time"
There is no email facility for contacting customer support, therefore it is unlikely you will get a response.
You will need to telephone, use the chat service or hope for a response in the forum.
Re: No activation date
24-09-2018 9:02 AM
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Who have I reported my concerns to then? I used ask a question and have a ticket number sent to my email from Plusnet customer support.
Re: No activation date
24-09-2018 9:10 AM
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Hi @marknally, you might want to look here (login required), this is where your tickets are stored. There may be a reply and it's just that you've not got the email or it's been put in your junk folder.
Re: No activation date
24-09-2018 9:18 AM
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There are two messages there which imply my order has been cancelled due to a mobile sim error?? I haven’t ordered a mobile contract from them, at this stage I have no confidence in Plusnet as a company and think I’m going to just use the 14 day cooling off period, the chat is never available and the phone lines have a 25 minute wait- award winning customer service apparently!
“INTERNAL]
The phone order has been rejected as some information was incorrect when we sent the order to the supplier. Please resend the phone and broadband order, if it's a SIM order.”
“INTERNAL]
The phone order has been cancelled as there is no linked broadband order. Please check the broadband order and progress both.”
Re: No activation date
24-09-2018 9:30 AM
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It's nothing to do with a mobile SIM. It is a simultaneous Phone and Broadband order which are known to sometimes go totally wrong and everything gets cancelled so not good.
Re: No activation date
24-09-2018 9:44 AM
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@marknally The key words there are "if it's" so as @RealAleMadrid says nothing really to do with a SIM order. I think your best plans of action is to either wait a few hours until Plusnet staff have time to review your posts here, or you bite the bullet and call in and speak to someone at Customer Services.
I appreciate it's frustrating, but the Plusnet Staff here will go out of their way to help you with this and I don't think you'll regret your move here.
Re: No activation date
24-09-2018 9:45 AM
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Re: No activation date
24-09-2018 9:49 AM
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Thanks for your input.
Re: No activation date
24-09-2018 9:52 AM
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Well in my opinion at least this is all the more reason to give them a chance to get this sorted for you. One of the many Wizards around here is @Gandalf and if any one can help he can.
Re: No activation date
25-09-2018 11:48 AM
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Hi @marknally,
We're really sorry that we haven't been in touch sooner and have updated you via ticket here
Please let us know if we can be of further assistance.
Thank you.
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