No idea what's going on with order...?

[#1]

I joined Plusnet on 15th August, hoping for a relatively straightforward wifi installation. However, all I've so far had are two text messages to inform me 'Your broadband order has been delayed' (no other details) and today a fairly confusing email saying 'Home Phone - Order cancelled' that contains little information other than to tell me my order for my Home Phone has been... cancelled. Given I'm solely joining Plusnet for the sake of being on the internet, I frankly can't even remember at this stage whether I'd had to include home phone in the order. All I want is to get my wifi installed, and there's still no indication of how much longer that's going to take. Or has that been 'cancelled' as well?

I have no idea what to make of any of this. The design of the Plusnet website is opaque enough that there doesn't seem to be any easy way to access order information, never mind the latest updates. Can anybody help?

[#2]

This is probably no help to you but I'm having similar issues, ordered my broadband on the 20th August and have had about three emails telling me it's delayed. When I first placed the order, I was told it needed redoing and it took nearly an hour on the phone to sort that.

I'm supposed to be going live tomorrow but the latest email says it's delayed again and I'll find out more on Friday.

Tried to call today, was on hold for 29 minutes before they cut me off. No email address that I can find and the online chat just points you to the FAQs.

[#3]

Hi there @Jameswanton, really sorry for the delays to your order. I can see the first orders we placed were cancelled due to a system issue, that's since been sorted and we've got orders in place and an engineer due to come out and install the line on 21/9/22 between 08:00 and 13:00, your broadband is due to be activated on the same date too. - Adam

@marchant2651 Feel free to send me a PM with your username and I'll take a look at your orders too. 

[#4]

Hello,

I've since cancelled my order after more delays. Gone with BT, my routers on the way and it's being activated this Thursday.

Plusnet said I will get my initial payment refunded, I've yet to receive this and have since got a bill for my first month of broadband. It's a joke.

[#5]

Sorry to see that, feel free to message me with your username and I'll look into the refund for you. - Adam

[#6]

Hello. I ordered a telephone line and broadband connection. I paid for the service. On September 1, the line was activated and I was assigned a new phone number. I'm still waiting for a broadband connection and still haven't received a router. How long do I have to wait for the connection to complete?

[#7]

Hi there Daria, I'm sorry you haven't had any updates about your broadband activation. It looks like there was an issue with automation affecting your account so I'm really sorry about that. I've placed a manual order for you. I'll check back on it tomorrow at which point I'll be able to confirm the due date for you.

[#8]

Hi @Daria, I'm just letting you know that the broadband is due to go live on 22/9/22. We'll send the router out to arrive a day or two prior to activation for you. 

Please let me know if there's anything else we can help with. 

Adam