Terrible Service

[#1]

I ordered Broadband and phone on the 25th August, on the 2nd sep I was messaged and told there was a delay I called and spoke to an adviser who said that there had been a problem with transferring the number. The adviser put me on hold then came back to me saying that the issues were sorted and to contact on the day of the port 13 Sep.

Since then I have had 5 emails all stating contradictory things. Today my phone line has gone dead, I have been on hold for 30 minutes (on mobile) and have no clear picture of what is supposed to be happening. The Router had not been ordered so if my phone has ported today what about broadband?

This is terrible customer service. If this is not sorted by this evening I will be cancelling the order.

[#2]

@Blukas49  Welcome to the Community forum.

Sorry to hear of your problems, hopefully a Plusnet staffer will come along and advise.

Mobile calls to 0800 numbers are generally free.

Be aware that the contractual 14 day cooling off period starts on the day that you signed up. By my calculations if you cancel today you will be hit with cancellation charges. As you are part way through the port it may also trigger long delays getting back on line.

[#3]

Hi Blukas49, I'm really sorry about the issues with your order and the communications about it that we've sent you. 

Could you send me a private message with your username please so I can look into it? Just to make you aware you'll need to make 4 more posts before getting permissions to send a message. 

[#4]

thanks for your reply, the order was started on the 30th as it was a weekend and bank holiday Monday.

[#5]

Added to this the adviser I spoke to today told me that they had not contacted my previous provider, which is blatantly untrue, the cancellation adviser told me that they had contacted the previous to get my move started.

[#6]

And the adviser said they would have to cancel my order as the number was now dead as the previous supplier had turned it off

[#7]

I dont understand why I would get a cancellation fee?