Where’s my order

[#1]

Placed an order to switch to plusnet on the 12th sept, they advised me that my services will be switched by the 26th sept and nothing has happened since the initial welcome email, im still waiting for my router, I’ve had no further correspondence from them to advise me of what’s going on, I’ve had to pay another nearly £50 to my previous broadband provider which is what I wanted to avoid, I’ve tried to find an email address to contact someone regarding this matter and can find one anywhere, it says that they never longer use the chat services so I had to resort to trying to phone the support team and was on the phone for 45 mins waiting for someone to answer and gave up, so here I am in the community asking if someone know what the heck is going on with my order

[#2]

Sadly there are severe delays on the Plusnet customer line, the limited staff do monitor this forum but the quickest way seems to be perseverance on the phone. Your router should have arrived, maybe it's a hitch with its despatch but remember that Royal Mail workers are on a series of strikes, as are Openreach engineers. No consolation to anyone working from home, our sympathies.

Mike

[#3]

Thanks for replying Mike, it would be nice if they actually kept me up to date as to what is going on, I’ve heard nothing from them since the 12th when I placed my order, it’s extremely frustrating, like i said earlier I’ve had to pay another months fee from my previous supplier and I’m also paying for the supply from plusnet as well, im a single mum with disabilities so unable to work so to have all this money going out to now 2 broadband providers, it’s really not a great situation, the whole reason I switched to plusnet is that it’s a lot cheaper for me, the fact that I’m now 3 weeks past my switch over date is absolutely ridiculous, i suffer with really bad anxiety and using the phone is something that exacerbates my anxiety greatly, I was left with no choice but phone them which sounds simple to most people but it’s not an easy thing for me so after 45 mins of waiting for my call to be answered my anxiety was at max and I couldn’t be on the phone any more, just wish they had an email or chat centre for people like me, but anyway that’s a problem I have to deal with, like I said thank you for yr reply, hopefully someone from plusnet will se my post and will get this sorted for me
Kind regards

[#4]

Hi there,

I'm really sorry we haven't been in touch about your order. Just to reassure you we won't be charging for a service we haven't provided you with as the payment you've made upfront will be the first month when you're up and running with us.

I've placed your order with our suppliers now and we should be able to confirm your switch date within 24-48 hours.

If you have further queries, feel free to get back to me. Alternatively if you have Facebook or Twitter, you can drop us a message instead of calling us and we'll be happy to help online over there as well. 

Additionally would you consider filling out our Additional Support form here https://www.plus.net/my.html?action=additionalsupport as this will make sure we're offering the best support we can.

[#5]

Thank u so much for getting back to me and sorting the matter out for me, I really appreciate it, at least I know now what is going on and can stop worrying, I also filled out the form for u, that’s a great thing for companies to have on record so they are aware.
Kind regards

[#6]

No problem at all, let me know if there's anything else you need help with