Switching to Plusnet from Sky - No Broadband Account etc.

[#1]

Hi, I'm trying to switch broadband from Sky to Plusnet.

Started the application / switching process on 24th October. Initial payment details entered (but it now appears no money taken), and "Plusnet contract summary and pre-contract information" email received shortly afterwards (the link in which no longer works).

No broadband account has been created, so can't login to check anything. No other emails have been received.

Any ideas? Do I need to restart the application process?

Thanks, Amanda.

[#2]

Hi Amanda,

A warm welcome to the forums.  Your question really needs a staff member for an authoritative answer; however, your experience does match a known issue profile.

Have you been a Plusnet customer before using the same telephone number?  If yes, then a staff member will need to fully kill off the old account / telephone number in Plusnet's systems.

[#3]

Hi, so far as I can remember, I've not been a plusnet customer before.

[#4]

Am I best to restart the application then, or is there a risk of the first application suddenly becoming active again?

[#5]

@SeanD 

5 Days without a staff "catch" ...

[#6]

Hiya @amanda-gpigs, 

I'm really sorry to hear this has happened and for the confusion it is causing. 

We’re quite chocka right now, so it’s taking a little longer than I’d usually like to get back to customers and I'm sorry about that.

I would like to check things from my side, can you PM me your full name and address detail? 

[#7]

@amanda-gpigs 

To send a PM, click @SammyM 's name and then click on SEND PRIVATE MESSAGE on the right of the screen.

NOTE: You might need to make a couple more posts on the forum before you attain the ability to send PMs.

[#8]

@Townman thanks for that, seems to have sent ok.

[#9]

An update for anyone that's following... appears that there is no trace of my details on plusnet's system, even though I received an email with the plusnet contract summary link in it, shortly after applying.

Only 'solution' is to restart the switching / application process... Here's hoping!

[#10]

Another worrying failure of the Plusnet accounting 'system'. If they sent you that email, there should be a record trace, but there again...

[#11]

Hey Amanda,

Did you manage to get the account set up ok in the end when you restarted the signup? If not, I'm happy to dig a little deeper into it for you.

[#12]

Hi, not had chance to get to do it yet - been busy with work. Will be trying again over the weekend.

[#13]

No worries, If you have any issues. just bob over a message and we will sort it.