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When do I become a 'customer'

Posts: 11
Registered: ‎02-02-2019

When do I become a 'customer'

Sign-up up to Plusnet telephone and broadband on 29th Jan. Paid 12 months up front. Tried to buy a couple of mates rates SIMs but details not accepted. Spoke to various via online and phone about this, most suggest 24 - 48 hours for sign-up to register. I can access my account (and link to mates rates perk) and have emails confirming order. When should I expect to be able to use mates rates?




Seasoned Champion
Posts: 1,640
Thanks: 250
Fixes: 57
Registered: ‎26-03-2018

Re: When do I become a 'customer'

Hi @PNcommuser 


Welcome to the Forums!


You should be able to make good of the Mates Rates offers as soon as you get the ""Welcome to Plusnet" messages through. 


What happens when you try to actually take out a Mates Rate SIM? 




If this post resolved your issue please click the 'This fixed my problem' button
 Plusnet Help Team
Posts: 11
Registered: ‎02-02-2019

Re: When do I become a 'customer'




This is the message when trying to order a sim:

Unfortunately, the details you've provided don't match. No worries, you can still get one of our great value deals.


Here is first part of email received on 29th Jan, also includes first payment details:

Thanks for taking our broadband and phone service! 

Below you'll find: 

What the next steps are
Confirmation of your order and payments
Details about your account

Please keep a copy of this email for your records.



Here's another email from 30th Jan:

Your broadband order is now being processed.

Your service is due to go live on 13/02/2019. Your order could complete any time on this date, up to midnight.


Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 799
Fixes: 46
Registered: ‎23-01-2018

Re: When do I become a 'customer'

Hi PNcommuser@


Please accept our apologies.


We have checked over the policies in place and your services need to be live before you can utilise mates rates on mobile.


Once your service is live please feel free to contact out Mobile Sales team on: 0800 079 1133


Kind Regards