trying to signup to plusnet
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- Re: trying to signup to plusnet
22-10-2019 12:49 PM
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I tried switching to plusnet last week, but nothing seems to happen except "We've taken payment for your account"
There's an Automated Script Pool message which nobody ever answers:
17 Oct 2019 195220222 Awaiting support team answer
and no apparent way to ask my own question in 'help assistant'. The signup/transfer seems to have stalled because
"sign up was attempted, but failed because the telephone number is already in use..." with plusnet simply taking payment anyway, and then becoming uncontactable via help assistant.
Can some plusnet staff member please deal with the issue?
Thanks
Paul
Fixed! Go to the fix.
Re: trying to signup to plusnet
22-10-2019 3:57 PM
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Re: trying to signup to plusnet
29-10-2019 10:12 AM
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Plusnet do not seem to have done anything except take credit card payment and bank details. There is no progress on the order; you've simply taken payment without providing any service or updates on order or resolving the problem or anything. What is going on please?
Re: trying to signup to plusnet
29-10-2019 11:07 AM
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This topic has been moved from Fibre Broadband to My Order.
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
Re: trying to signup to plusnet
29-10-2019 6:07 PM
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Hi @Pauly9
We're really sorry for the lack of updates. I have responded to your other thread and a member of our provisioning team is working on your account.
Kind regards
Re: trying to signup to plusnet
02-11-2019 12:01 PM
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As far as I can see you've nothing whatsoever. Could you please now just refund all moneys to credit card and bank account you have taken; I no longer trust plusnet. Please just cancel this order and refund all money.
Thank you.
Paul
Re: trying to signup to plusnet
03-11-2019 8:05 AM
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Thanks for getting back to us @Pauly9 While I do apologise for the delay in getting the order in place, from reading the notes on your account I can see we got the ball rolling on the 29th October which is due to complete on the 13th November, this is the soonest is takes to transfer an active line from one provider to another. I appreciate that John Lewis Broadband is provided by Plusnet, however we have to follow the same process as if this was a migration from any other provider.
If you want to cancel your order with Plusnet for a full refund, I'd recommend calling our customer options team on 0800 013 2632 as I'm afraid we're unable to take cancellation requests via our community forums.
If you choose to carry on with your order with us, I'd be happy to take this on personally, double check the order is progressing OK once the supplier system is back up this afternoon following maintenance, and see this through to the end.
Re: trying to signup to plusnet
03-11-2019 10:25 AM
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Thanks Gandalf but it wasn't the 29th October but the 17th. Furthermore, despite "John Lewis" actually being plusnet, the help assistant tickets talk about problems on the line, installing phone lines, being unable to transfer broadband until phone line activated etc etc - all clearly nonsense. Unless you can provide some meaningful explanation of what's gone wrong, I have no trust in Plusnet. And from reading these forums it appears many people have problems with Plusnet and getting charged incorrectly etc. The help assistant /ticket system just doesn't reflect the situation as you explain it in your forum post. There's just no reason to believe the order is progressing. What's gone wrong? and why did you take credit card / bank payments weeks ago for a service you're not providing? [Yes, PLUSNET PLC of Sheffield took 206.39 on 17th October - not this 29th October you/gandalf suggest is the start date for order]. I would be grateful if you would clarify. Thanks
Re: trying to signup to plusnet
03-11-2019 10:31 AM
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Thanks for getting back to us @Pauly9
I understand what you've said however as per my previous response, I do apologise for the delay in us getting the ball rolling. The 13 day delay you had was due to our system failing to automatically put the order through to our suppliers and this needing manual intervention, I agree it shouldn't have taken 13 days and all I can do is apologise and move forward.
It appears the ball is now rolling as of the 29th and I plan to double check the order in the afternoon once our supplier systems are back up and running (There's currently a bit of routine maintenance going on)
Re: trying to signup to plusnet
03-11-2019 12:36 PM
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@Pauly9 I've checked this for you and everything's going through fine now for the 13th November.
Your broadband with us will also activate on this day. I hope this helps.
Re: trying to signup to plusnet
13-11-2019 12:57 PM
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Thanks, It's now the 13th, so can you confirm it is activated and I should connect the router? I was expecting email or some other indication the account is activated. Thanks
Paul
Re: trying to signup to plusnet
13-11-2019 1:03 PM
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Afternoon Paul,
Just got in the office now and the transfer of the line is still committed for the 13/11/19.
It can take anytime up to midnight on the day and I'll let you know when it has completed.
Re: trying to signup to plusnet
13-11-2019 8:00 PM
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@Pauly9 There is no need to wait for any confirmation, just get the router connected, it will either work or not if the service has not been activated yet. Nothing terrible will happen if it isn't activated.😊
13-11-2019 8:06 PM
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@RealAleMadrid Actually if a Plusnet router pre-configured to the account is setup before the account is activated, it can cause issues with the hardware management system which means that once the account is activated, the router likely won't connect automatically.
Having said that, I've since activated the account a while ago so @Pauly9 should be able to connect now.
Re: trying to signup to plusnet
13-11-2019 8:25 PM
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