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Number validation issue - info please

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act123
Dabbler
Posts: 16
Registered: ‎01-08-2016

Number validation issue - info please

I ordered phone & broadband on 23/7.  I didn’t hear anything after the initial acknowledgement so I checked the tickets and 179450445 showed that number validation had failed, but nothing had happened since then.  

I’ve read quite a few scare stories and didn’t want to end up without broadband so I cancelled my order.  

I may like to reorder at some point so can you please check if the issue was a problem with Plusnet systems or something else?  Also how can I avoid this issue in future?  

Presumably I just need to wait at least the usual month to ensure I qualify for any new customer offers?

Thanks

3 REPLIES
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Plusnet Help Team
Plusnet Help Team
Posts: 5,984
Thanks: 581
Fixes: 219
Registered: ‎01-01-2012

Re: Number validation issue - info please

Sorry to hear about the issues you've had.

It looks like the number you provided wasn't liked by the system so it was passed to a agent to place manually.

Unfortunately we couldn't get to it before you cancelled

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
act123
Dabbler
Posts: 16
Registered: ‎01-08-2016

Re: Number validation issue - info please

Thanks for the reply.  I thought 4 days with no progress was long enough - how long does it normally take? 

 

The purpose of my question was to see whether it would happen again in the future.  Are you saying Plusnet didn't look at it at all so can't confirm the issue?  If so, what's the most common cause?  I've used Plusnet previously if that's relevant.  

 

I also asked about new customer offers - do I just need to wait 1 month?  

 

Thanks

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 9,578
Thanks: 3,087
Fixes: 485
Registered: ‎21-04-2017

Re: Number validation issue - info please

Fix

I thought 4 days with no progress was long enough - how long does it normally take? 

Ideally we'd like to manually place an order a lot sooner than what you experienced and I am sorry for the delay. 

If there is a considerable wait like you had if you contact us by phone, live chat, Facebook, Twitter or over here we'd be happy to chase it up.

 

The purpose of my question was to see whether it would happen again in the future.  Are you saying Plusnet didn't look at it at all so can't confirm the issue? 

We've looked at it now, and I can't see any reason of why we can't place the order retaining your number, but our automated system failed on this occasion.

 

 If so, what's the most common cause?

Apart from what's on ticket 179450445 I'm not sure why this was the case I'm afraid.

 

I've used Plusnet previously if that's relevant.  

Difficult to compare your experience back then with now due to how long ago that was.

 

I also asked about new customer offers - do I just need to wait 1 month?  

You can re-signup at any time on the current new customer offer at that time.

 

Apologies for the experience you've had.

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