Ordered online, but cant login, and no confirmation email.
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- Re: Ordered online, but cant login, and no confirm...
Ordered online, but cant login, and no confirmation email.
10-07-2018 11:15 PM - edited 11-07-2018 12:00 AM
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Hi, I recently ordered fibre from you for activation on ( 16/07/18 ) , but I have not received a confirmation email. Also, the login details I selected are not recognised. There was a charge pending on my credit card, but this has now disappeared. Has the order actually been accepted?
Thanks.
Re: Ordered online, but cant login, and no confirmation email.
11-07-2018 8:16 AM
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This happened to me last week also. I went through four order processes before I was successful.
It turned out to be because the username I had chosen had already been used previously. Although this was no longer in use and appeared to be available, the Plusnet systems failed to complete the sign-up process properly. There was no indication given that it had failed - Just no confirmation email. One of the Plusnet agents sorted it for me in the end.I had three pending transactions on my debit card that did eventually disappear.
Hope this helps.
John
Re: Ordered online, but cant login, and no confirmation email.
11-07-2018 10:33 AM
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Hi @northumbrian and welcome to our community forums.
From what I can see no account has been created and it's likely due to what @hangar18 has said.
If you would like to sign up still I'll be happy to arrange a call back from our sales team to make sure it goes through? We'll be able to check our system to make sure the username you choose hasn't been used. Feel free to send me a PM with your contact number.
Re: Ordered online, but cant login, and no confirmation email.
11-07-2018 10:49 AM
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I appreciate the quick response.
Re: Ordered online, but cant login, and no confirmation email.
11-07-2018 10:53 AM
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Re: Ordered online, but cant login, and no confirmation email.
11-07-2018 12:10 PM
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Re: Ordered online, but cant login, and no confirmation email.
11-07-2018 12:17 PM
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The username I tried was hangar18.
I had to settle for hangar18uk.
It was a bit disappointing because I have a domain called hangar18.co.uk.. But anyway, at least my order is in progress.
Cheers.
John
Re: Ordered online, but cant login, and no confirmation email.
11-07-2018 12:19 PM
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Re: Ordered online, but cant login, and no confirmation email.
11-07-2018 1:34 PM
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Re: Ordered online, but cant login, and no confirmation email.
11-07-2018 3:29 PM - edited 11-07-2018 5:13 PM
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Seems a rather ridiculous occurrence. I have had the same issue. Placed order for activation on 20/Jul, first username reported it was taken, chose another, no issues, all appeared to go through, pending charges appeared on credit card, and nothing. After 4 days of wondering what was happening, I found this thread, and low and behold after calling plusnet, it appears I have no order in their system!.
Looking back through this forum, this is obviously not the first time it happened, although no-one has specifically called out a previously used but inactive username that does not flag as being in use. This seems to be a fairly significant flaw in the sign up process!. How many people get this, thinking they have signed up and a switch of provider will happen, and then it just doesn't?. A rather bad first impression.
Username that it all appeared to work with was Lucifer . This failed.
Re: Ordered online, but cant login, and no confirmation email.
11-07-2018 9:26 PM - edited 11-07-2018 9:27 PM
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Yours is not the same issue - you have been charged and I suspect that your order failed within BTs systems.
The other users here were never charged when their orders failed, before getting anywhere.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Ordered online, but cant login, and no confirmation email.
11-07-2018 10:04 PM - edited 11-07-2018 10:06 PM
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The OP indicated they had a pending charge, that rolled off their card. The second poster indicated they had 3 pending charges, in the end, which rolled off. Why is my pending charge any different to theirs?. After looking at my account I now have 2 pending charges, one from the 6/Jul, and another from today 11/jul.
I had already performed 3 attempts at application on the 5/Jul which failed because when setting up the direct debit, it failed every time. It seemed to work on the 6/jul, as it made it past the DD forms, and I got the congratulations, and here is a download of the setup process, but after 3 days and no other communication, I called on the 11/jul to ask what was going on and there was no record of my having applied in the first place, despite the pending charge on my card. So something worked, but then silently failed later. It has the same symptoms as the OP, and while I realise the same symptoms might be from different underlying causes, I suspect that the fact they had no record of my application in the first place, then BT's system would not be the cause of the failure.
Re: Ordered online, but cant login, and no confirmation email.
11-07-2018 10:07 PM
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Indeed sorry - I miss read that as CHARGED.
I have already raised this issue for review. It is indeed caused by old closed but not killed off account names.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Ordered online, but cant login, and no confirmation email.
18-07-2018 12:14 PM
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Re: Ordered online, but cant login, and no confirmation email.
18-07-2018 12:45 PM
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