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No confirmation or contact after signing up?

Katsp8
Newbie
Posts: 2
Thanks: 2
Registered: ‎03-05-2023

No confirmation or contact after signing up?

Hello, I signed up to change my provider to Plusnet on Sunday.

I received the “Plusnet contract summary and pre-contract information“, finished the signup process, and have a charge on my bank account from Plusnet. I have not received any confirmation email confirming my sign-up, an email regarding signing into a Plusnet login using my username or email (I have used the same username and email here on this forum now), or any confirmation regarding setting up a direct debit which I was also asked to set upon sign up. So no email confirmation of my signup or my order. I am not able to log in to my account. I was charged for the service in my bank account.

What is happening?
10 REPLIES 10
Townman
Superuser
Superuser
Posts: 22,978
Thanks: 9,578
Fixes: 159
Registered: ‎22-08-2007

Re: No confirmation or contact after signing up?

Hi @Katsp8 

Welcome to the forums.

"I received the “Plusnet contract summary and pre-contract information“"

Was that to the email address you gave or did you mean on screen during the sign-up process?

Have you checked your junk mail folder?

What happens when you try to log into the user portal here - https//plus.net ?

Which special characters were there in your password - DO NOT disclose the whole password please.

Have you tried to request a password reset?

 

We have seen two very similar cases recently - I have flagged this case up with the others - hopefully a staff member will pick this up soon.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Katsp8
Newbie
Posts: 2
Thanks: 2
Registered: ‎03-05-2023

Re: No confirmation or contact after signing up?

Hi, thanks for replying!

Contract summary was sent to the email address I gave, but that’s the only email I have received, nothing in junk/spam folders.

When I try and log in it says my username or password are incorrect. The special character used was exclamation mark - and I know it was correct etc as it wouldn’t let me use two special characters so I had to go back and change to just one!

I did try a password reset but it says it can’t find an account with my username.

A staff member has reached out so hopefully it can be sorted.
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,489
Thanks: 554
Fixes: 97
Registered: ‎27-11-2020

Re: No confirmation or contact after signing up?

@Townman think this might be another one! I tried to find the account but couldn't again!

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
Marin001
Newbie
Posts: 2
Registered: ‎03-07-2023

Re: No confirmation or contact after signing up?

I have the exact same issue. Completed the order, made direct debit payment for first month but no e-mail confirmation and when trying to log in it states there is no account with that name/using that e-mail.

Townman
Superuser
Superuser
Posts: 22,978
Thanks: 9,578
Fixes: 159
Registered: ‎22-08-2007

Re: No confirmation or contact after signing up?

@willcutforth 

Are there now enough examples for a IMT case please?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,489
Thanks: 554
Fixes: 97
Registered: ‎27-11-2020

Re: No confirmation or contact after signing up?

Will have a word with a few of the guys and collate some examples together for an IMT. Thanks for pointing me back towards it @Townman

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
ArkhamKnight842
Newbie
Posts: 3
Registered: ‎25-07-2023

Re: No confirmation or contact after signing up?

Hi guys, I signed up on Saturday and only got the pre contract information. Its only been 3 days, but thought i would be able to log into my account and have a confirmation date too. Nothing in junk mail and also direct debit has been taken. Is this normal? Am I being too inpatient?
Marin001
Newbie
Posts: 2
Registered: ‎03-07-2023

Re: No confirmation or contact after signing up?

@ArkhamKnight842 You are not being too impatient. Contact customer services and they can set-up stuff over the phone with you and get everything on track. A new payment will be taken (as the account won't be in their system nor will the first payment) so keep an eye on whether the first one is pending or completed and whether it gets cancelled - if not, call them up again.

Best,

Marin

ArkhamKnight842
Newbie
Posts: 3
Registered: ‎25-07-2023

Re: No confirmation or contact after signing up?

OK cool I'll give them a phone call and see what is going on. Hopefully everything is on track
ArkhamKnight842
Newbie
Posts: 3
Registered: ‎25-07-2023

Re: No confirmation or contact after signing up?

Thanks for your help. Account was broken and needed repairing, seems like signing up online has problems. I've cancelled my order to start again as I would lose my topcashback offer. If I don't succeed this time I'll go with another company.