Status of upgrade to unlimited fibre - status says unlimited

[#1]

Hi

I ordered an upgrade to unlimited fibre on 25/9/2020.

Received email

We've received your product change request and have now started the process of moving your products to:
• Broadband package: Unlimited Fibre
• Phone package: Line Only
• Contract: 18 months
• Hardware: Plusnet wireless router

This will change over on 2nd October 2020 and your new cost per month will be £27.99

However Order status says

Date            Order Number Product     Order Status
25/09/2020 BP02736770    Unlimited  Complete

26/09/2020 - 18 months contract Complete -
- - Cessation charge Activated

Unknown    HW58545138 Plusnet Hub One Buy

06/08/2020 N/A Line Only Active

Your Unlimited (Contracted) order

    Successfully completed.Signup Thanks for choosing Plusnet broadband. We're now processing your order. For more information about our services, read our Welcome Pack (This link opens in a new window or tab).
    Successfully completed.Checking your detailsChecks complete. We're progressing with your broadband order.
    Successfully completed.Checking your line We've run some checks on your telephone line and everything looks to be fine.
    Successfully completed.First payment We've taken payment for your account. You can view transactions in Manage Account.
    Successfully completed.Activating your lineYour order has been sent to our supplier.
    Current step.HardwareWe're preparing to order your Plusnet Hub One.
    Successfully completed.Broadband orderYour broadband is now ready to use. If you need help setting up your equipment, please see our Support pages (This link opens in a new window or tab).
    Upcoming step.Subscription paymentWe'll take the first subscription payment for your broadband service soon.

AND

Plusnet Hub One status is

Status	Phase	Message
	Buy	Thank you for choosing Plusnet Hub One from PlusNet
	Payment has been taken	The payment for your Plusnet Hub One has now been made. Find out more information about your transactions in View invoices
	Hardware dispatch pending	The order has not yet been placed More information: Essential settings and easy-to-follow guides to setting up your connection hardware. Visit our Broadband Support section

So what is happening here?, bearing in mind go live date is Friday (2/20/2020) and no reference to fibre.

At present it looks like all that is happening is a (delayed) order for a router that is unnecessary and a change to phone plan , ie no fibre as ordered.

[#2]

Still nothing from plusnet and phone line says to call back another time.

[#3]

The lack of any response is leading to me considering cancelling plusnet and moving to a different supplier. At the moment customer service is a big fat zero.

[#4]

@redtux Thanks for getting in touch, I understand since this post that you spoke with our Provisioning Team and advised of your new activation date. Sorry for any delays.