topic Re: Go live date in Broadband

Go live date

Aimee — Sat, 06 Aug 2022 16:59:44 GMT

Hi I recently switched over to plusnet fibre extra, I have received my hub but my go live date isn’t untill 17th of august, I don’t need and engineere to visit my line is ready to go I’m wondering if I able to be connected sooner as I work from home and have no internet connection to be able to do so? If anybody can help me please

Re: Go live date

jab1 — Sat, 06 Aug 2022 18:59:58 GMT

@Aimee Who or what did you switch from is a very important bit of information that you omitted - without it we can't give a sensible answer.

Re: Go live date

Aimee — Sat, 06 Aug 2022 19:14:18 GMT

I switched from sky

Re: Go live date

jab1 — Sat, 06 Aug 2022 19:30:05 GMT

Ah, OK. In that case I can see why you may be without service. Did you tell SKY you were leaving, or did you leave up to Plusnet to arrange the switch? If it was the first case, they would cut you off on the date you gave them. If it was the second this could be due to engineer availability, as they have to switch you from SKY to BT circuits.

Re: Go live date

Gandalf — Wed, 10 Aug 2022 11:27:57 GMT

Hi there,

I'm really sorry for the problems with your order. I've had a look into this for you and from what I can see your line was ceased by your previous provider rather than to let us takeover the line with minimal downtime.

We've placed an order for an engineer to visit you on the 17th August between 8am and 1pm to re-install the line, but for some reason we aren't able to place your broadband order to activate at the same time as this.

So when the line's installed again, we'll put through the broadband order separately which can take around 5 working days, depending on engineer availability to carry out external work. Really sorry for the delay.