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Regretting moving to plusnet already............

Posts: 1
Registered: ‎27-01-2022

Regretting moving to plusnet already............

I'm moving from EE. Signed up with Plusnet on Sunday, but here we are Thursday evening and still no new SIM.

Meantime you've activated the SIM, so EE have turned off the old one, so I am left phoneless. 

A call last night to customer support (ha) ended with the guy saying "There's nothing we can do". Well here's one idea, DONT ACTIVATE THE SIM TILL THE NEW CUSTOMER HAS RECEIVED IT. There seems to be a "computer says no" mentality, whereby the new SIM automatically activates 48 hour after the order is placed.   WHY?

Community Gaffer
Community Gaffer
Posts: 26,573
Thanks: 10,294
Fixes: 1,600
Registered: ‎21-04-2017

Re: Regretting moving to plusnet already............

Thanks for your post @neilinmk and welcome to our Community Forums.

I'm really sorry to see you've not received your SIM before we've ported your number.

I'd say the vast majority of SIMs should arrive in time, but I do understand if there are delays with the post, then it may not.  Appreciate the feedback, it's something that's on my radar, which I've raised to the relevant people previously. 

Unfortunately due to the way our systems work, it's not as easy as you may imagine to make a change like this, however I'm still looking at what we can do but I can't promise you we'll be able to change.

If you don't receive the SIM by the end of the week, feel free to private message me the following information to pass our data protection checks and we'll be happy to take a closer look for you, which could be to send you another SIM. 

+Your mobile number

+Your full name

+Your full address

+Are you the account holder?

+Your date of birth

+Last 2 digits of your bank account number

+Last 2 digits of your bank sort code

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Posts: 21
Registered: ‎11-01-2022

Re: Regretting moving to plusnet already............

Me too.  4 engineers, including one cutting me off completely.  Connections reminiscent of the 1990's, terrible customer service and now no rewards card....I really picked the worst possible isp

Posts: 23,032
Thanks: 9,615
Fixes: 160
Registered: ‎22-08-2007

Re: Regretting moving to plusnet already............

If you are talking Openreach engineers … all ISPs use the same Openreach engineers.

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.