Ordered Broadband with Plusnet - now been told Plusnet have cancelled order?

[#1]

Hi, 

I ordered Broadband with PN on the 18th Nov.  Received a letter from old supplier confirming that i was leaving, about 2-3 days letter received an email from them stating how excited they were i was staying. 

Checked on my account with PN and it says Order is being processed.   No emails or anything from them to say it has been cancelled. 

Currently on hold to customer service (30 minutes or so). 

anyone able to shed any light. or had a similar thing happen? 

[#2]

I should add i spoke with my previous supplier who confirmed that Plusnet have cancelled the order and that's why they assumed i was staying.  i've not heard anything from Plusnet at all. 

[#3]

@DanielA1 Who was your previous provider?

[#4]

Talk Talk 

[#5]

Interesting. Something doesn't sound correct here, but as I'm not Plusnet staff and don't 100% know the switching procedure, I better stay quiet.

[#6]

i have just got through to them.  apparently the phone order went through ok, but the broadband error got stuck in the system, both orders have to progress at the same time, if they don't the order gets cancelled. 

She has put through the order manually and all done and sorted.  Router being sent out, with a (provisional) activation date of 6th December 

Thank you for taking the time to reply 

[#7]

Ah, so it wasn't Plusnet who cancelled then, it was an electronic foul up, which TT in their wisdom thought not to check.

[#8 · Accepted solution]

Moderator’s Note

This topic has been moved from My Account/Billing to My Order