No email confirmation after placing order online?

Good evening,

Just over an hour ago I placed an order online for Plusnet to take over a relative's line, but no confirmation email has come through and the account details that were entered as part of the order process don't work on the Plusnet website either.

Is this normal and do I need to wait a little longer?

In reply to a post by Spudgun:

Good evening,

Just over an hour ago I placed an order online for Plusnet to take over a relative's line, but no confirmation email has come through and the account details that were entered as part of the order process don't work on the Plusnet website either.

Is this normal and do I need to wait a little longer?

i have never took over anyone line, but when I redo my contract I get an email right away. Check in your spam folder if you have not already done so. If not there give them a bell.

Did you do this at your relative's address using their existing connection? If so, did you do it using their equipment?

In reply to a post by pluralist:

Did you do this at your relative's address using their existing connection? If so, did you do it using their equipment?

No, this was done via 4g on a phone

Still no email confirmation, I will ring them in a minute and ask what is going on as this is a far from positive first impression after spending ages setting up the details, entering payment information, direct debit information etc.

In reply to a post by Spudgun:

In reply to a post by pluralist:

Did you do this at your relative's address using their existing connection? If so, did you do it using their equipment?

No, this was done via 4g on a phone

Still no email confirmation, I will ring them in a minute and ask what is going on as this is a far from positive first impression after spending ages setting up the details, entering payment information, direct debit information etc.

Have spoken with them on the phone after a 30 minute wait to get through - looks like nothing was created at their end, no account set up, no transfer initiated - they did manage to get pending authorisations for the payment though.

I think this is a sign to look elsewhere as they clearly aren't very well organised

In reply to a post by Spudgun:

Have spoken with them on the phone after a 30 minute wait to get through - looks like nothing was created at their end, no account set up, no transfer initiated - they did manage to get pending authorisations for the payment though.

I think this is a sign to look elsewhere as they clearly aren't very well organised

So one mistake, and you are ready to go elsewhere. These things do happen, I have had it happen to me when changing from one company to another for different things.
Not sticking up for plusnet, sure it should not have happened, just like Sky should not have got the house number wrong when my next door neighbour changed to them from BT. That caused a bit of a problem, but Plusnet sorted it out.

I have been with Plusnet for a few years now and to be honest they have been far better than I expected.
But at the end of the day it is up to you.

So does your relative's ISP have you registered as a person with your relative's authority to transfer their service? What you have told us so far could appear to any decent security system as an attempted scam. Picked up by both of the two providers.

In reply to a post by pluralist:

So does your relative's ISP have you registered as a person with your relative's authority to transfer their service? What you have told us so far could appear to any decent security system as an attempted scam. Picked up by both of the two providers.

I'm not sure if I can take that post seriously.

This was entirely an online transaction that was completed whilst sat next to my 80 year old mother in law and no human contact was involved. The correct code response was supplied for the card payment check two factor authentication and the correct details supplied for the direct debit payments. The account was setup with an email address that my mother in law uses and every single detail that was input was correct.

Where could any of this have tripped a security flag?

A quick look shows that I am not alone with this problem
https://community.plus.net/t5/My-Order/Ordered-onlin...
https://community.plus.net/t5/My-Order/No-confirmati...
https://community.plus.net/t5/My-Order/No-confirmati...
https://community.plus.net/t5/My-Order/No-sign-up-em...

So I think I've dodged a bullet and will instead go with someone who has reliable systems that actually work

Because you gave us no detail at all as to how the order was placed other than you did it online. Later adding when queried that it was using a mobile phone data connection not wifi from the live connection.

So I was making the obvious enquiries needed to find out what could have screwed it up.

There amongst other possible gotchas is still the possibility that her existing provider may have blocked it for the reason I gave.

Don't be so rude when someone tries to diagnose the problem .

I handle my father-in-law's account with PN from 200 miles away. No major issues with their operations especially as a low cost operator. Recontracting and then moving to fibre was fairly painless - except for an OR technician messing up!

When his line went down a few months back - reported on a Saturday, and PNs CS ensured OR were there on Sunday to sort it. PNs support for elderly/vulnerable is very good.

I might still guess that an anti-fraud system has be tripped somewhere - either at PN or the existing provider.