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Order still stuck in pending

caitilewis
Newbie
Posts: 1
Registered: ‎29-05-2020

Order still stuck in pending

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 REPLIES 2
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,232
Thanks: 5,916
Fixes: 985
Registered: ‎21-04-2017

Re: Order still stuck in pending

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. 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Strat
Moderator
Moderator
Posts: 30,195
Thanks: 3,224
Fixes: 495
Registered: ‎14-04-2007

Re: Order still stuck in pending

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

 

 

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