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significant new order problems

veryveryannoyed
Newbie
Posts: 1
Registered: ‎01-04-2020

significant new order problems

I ordered broadband for my elderly mother on the internet on Saturday - she paid £218 via credit card to include 12 months upfront line rental. didn't receive any confirmation and the login details for the new account are not recognised. 

 

I phoned Monday morning - waited 45 minutes on hold, customer services said the order was 'broken' and they set up a new order and a new account.

2 days later, no still confirmation emails, the new online account details are still not recognised, and my mother now has 2 payments for £218 taken from her credit card, with no pending credit.

 

The customer service phone line is operating on reduced hours and the online chat function is not working.

Unless this can be resolved in the next 24 hours we would like to cancel but I fear we won't be able to make contact.

I've been a customer for over 5 years and recommended this to my mother, but wish i hadn't now.

 

4 REPLIES 4
greycamper
Newbie
Posts: 4
Registered: ‎31-03-2020

Re: significant new order problems

I have been trying to cancel my new order. My family been on the phone for 5 days to number given for cancellation. I have sent messages on Twitter, no answer. I have emailed to cancel installation of phone. No answer Nothing
It was difficult to print off Form to send to head office, don't know why it could not be done online.
I am elderly, and disabled, was easy enough on chat with help to fill installation form in.
But with success and getting my scheme manager to print it off.
It will been sent by 1st Class recorded or next day delivery.
NOW!!! Is the office open? To receive this letter.
Seems cannot find that out
greycamper
Newbie
Posts: 4
Registered: ‎31-03-2020

Re: significant new order problems

Maybe get an answer to this
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,128
Thanks: 991
Fixes: 401
Registered: ‎01-01-2012

Re: significant new order problems

Thanks for getting in touch @veryveryannoyed and apologies for the delayed response.

Can you drop me a PM with her full address and postcode so I can chase this up?

 

@greycamper We'll pick up the message you sent us on social media shortly

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
greycamper
Newbie
Posts: 4
Registered: ‎31-03-2020

Re: significant new order problems

I don't know how to send a Private message on here