Order still stuck in pending

[#1]

Hi, reaching out here as I spent 40mins on hold yesterday before giving up! I ordered new fibre broadband over a week ago for my new house which I am due to move into in a week. I went with Plusnet as I was assured 2 weeks would be plenty of time to get it up and running.
When I sign in my order still says its "being processed" with no indication of an activation date or anything. I wasnt even given a option to chose a date. I am a key worker and work from home as much as I can so broadband is essential. Plusnet were quick enough to take my money and so far I am less than impressed with them.
Anyone else had a similar problem?

[#2]

Thanks for getting in touch @caitilewis 

I'm sorry for the delay with submitting your order to our suppliers and the lack of proactive communication. I can see you've spoken with us this morning and we've submitted the order now. Unfortunately the order will take a minimum of 10 working days still because we're taking over an active service from another provider.

I've looked at the possibility of installing a new line but there aren't any spare lines physically available apart from what's currently active. I apologise for the delay and inconvenience we've caused, in the meantime you may need to look at using mobile data to stay online when you've moved into your new house. 

[#3]

Moderators Note
This topic has been moved from Fibre Broadband to My Order.