topic Broadband Ceased in Error in My Account/Billing

Broadband Ceased in Error

danali1989 — Tue, 20 Dec 2022 13:38:22 GMT

I was woken up at 4:30am yesterday morning by my baby monitor disconnecting, after calling Plusnet I discovered they had ceased my internet in error (this should have just been renewed) and I will now have to wait up to 2 weeks for this to be reconnected. I can't believe the amount of stress this error has put on us as we have Christmas coming up and no way to video call my family (I'm only able to get 3g internet where I am). Has anyone else had this experience? Is there a way I can get openreach to fast track my order or any other ideas? Shockingly Plusnet have already failed on their promise to update me on the new order

Re: Broadband Ceased in Error

danali1989 — Tue, 20 Dec 2022 21:40:11 GMT

As an update we have now lost heating and hot water as this was connected via WiFi through Tado. Plusnet have confirmed that I will have to wait until the 6th Jan

Re: Broadband Ceased in Error

Mustrum — Tue, 20 Dec 2022 21:46:41 GMT

Hope this helps.

https://support.tado.com/en/articles/3477781-what-happens-when-the-internet-connection-is-temporarily-lost-can-i-still-control-my-heating-or-air-conditioning-using-tado

Go back to the old ways of control.

Re: Broadband Ceased in Error

danali1989 — Tue, 20 Dec 2022 21:57:49 GMT

Thank you, that's very helpful. Unfortunately my issue is compounded by my tado not working manually, I believe it's just stuck in its previous setting which isn't ideal.

as another little update Plusnet told me that they believe the initial person I spoke to about renewing accidently left my account open and ceased it believing my account was the next callers.

Re: Broadband Ceased in Error

Mav — Wed, 21 Dec 2022 05:21:05 GMT

Moderator's note(s):

Thread moved from Broadband to My Account/Billing.

Re: Broadband Ceased in Error

Townman — Wed, 21 Dec 2022 12:22:02 GMT

In the circumstances of this being a Plusnet error, they could fast track (expedite) a restitution of the service but that costs them £££ - assuming that BT has the resources - that said, in the circumstances there ought to be nothing more than re-enabling required, which is all software!

Has there been an explanation of why the service was terminated? I take it that there has been no warning that this was going to happen? You might care to check your ticket history (see PN Ticket link below) to see if there were any emails sent to you ... which might not have arrived!

I would be tempted to invoke the complaints process - see the link at the bottom of the page.