Plusnet internet (and landline) Advice please :)

Lizzie-S

Hopefully someone can advise...

I decided to switch from Virgin to plusnet (for landline and broadband) and placed the order last Tuesday...(2nd July.)

I phoned it through and the order went through. On my account (online) it said, 'thank you for your order; a direct debit order has been forward to your bank, and once it has been set up, we can process your order and install your landline within 2-4 working days, and then your internet will be sorted 5 working days later.'

I also ordered satellite tv with SKY at the same time.

However, a week later, SKY direct debit is set up and came through Friday, and we have an installation date for next week for sky tv, but the Plusnet direct debit has yet to appear, and the bank say they cannot see anything 'pending,' even though it's been 5 working days now. The 'status' of the account is exactly the same as the day I ordered the internet and landline!

I have called Plusnet (this afternoon) and they simply say that they are still waiting for the OK from the bank. They weren't too helpful to be honest and didn't say anything else...just that I need to wait. When I said 'what if it doesn't come through?' the girl said 'wait a few more days as it could take til next week!'

I'm a bit worried now, that maybe the girl who took they order put a digit wrong or something,

Has anyone dealt with Plusnet before, and did it take a while for things to move when you signed up? I have heard a lot of good things about Plusnet, yet my impression before even signing up officially, is not good. My existing broadband and landline gets switched off on 23rd July: I don't want to be left with no landline or internet.

HELP!

macman

23/7 is still 2 weeks away, I think you're worrying about nothing. Sky has shorter lead times because the TV install is done by their own installers, unlike broadband where PN are dependent on BT OR for bookings.
BTW, had you signed up online you would not have had the worry of incorrect DD details, and you'd have got around £40 cashback.
The initial upfront 1st months' payment is anyway covered by the debit or credit card payment you made in addition to the DD, so even if the DD failed it would not stop your service commencing.
PS: however I very much doubt that you can get a new landline installed (if this is required) within 3-4 days-the normal OR leadtime is 3-4 weeks.

Plusnet_company_representative

Hi Lizzie-S,

If you could post a ticket ID from your account I'd be happy to take a look into things for you and make sure they're all going through okay?

Regards,

Matt Taylor
Plusnet Customer Support

Lizzie-S

I have it sorted now thank you