13-12-2020 6:36 PM - edited 13-12-2020 6:44 PM
I got a welcome email on the 11th of November, I haven't heard anythng since,order being processed, nobody answers the phone, chat dsabled. Is this normal?
Thanks for you post @nointernetstill
I'm really sorry for the long delay with processing your order. I've now placed an order to transfer your phone line across to us which will take around 10 working days. Afterward we'll place another order to upgrade your line to fibre.
Once we've placed the fibre order after the line's been transferred to us, it should take around 5 working days to activate. We'll confirm this and we'll send your new router closer to the time before you go live with us.
Thank you for reaching out, and I would like to apologise for the lack of regular communication. I've had a look into the account and have sent you a detailed email regarding the provision of your services, as well as the above request to cancel the account entirely. You'll also be able to see this email via your Plusnet Member Centre, or by clicking the following link:https://www.plus.net/wizard/?p=view_question&id= 208180746
Hope this helps, Adam.
Thank you for your response, and I do wish to express my apologies for the delay in processing the order.
The reason being is that your telephone number (on the John Lewis account) is already on our systems, which means our automated system cannot place the order, and thus it requires manual intervention.
This was picked up when you contacted us and spoke to my colleague Anoush, and further steps have since been taken today in order to get your services up and running.
You're processing my order now I've specifically asked you not to? I do not want you to process my order, I do not want you anywhere near my broadband service. YOUR SERVICE IS APPALLING
Thank you for your response, as I've already mentioned, your telephone service is already with Plusnet now, as the order was placed on 14/12/2020. If you wish to cancel your account, you would need to give our Customer Options Team a call on 0800 013 2632.
Cancelling accounts can only be done over the phone.
Thanks again, Adam.