topic Re: New customer - no service in Broadband

New customer - no service

fatimet — Mon, 12 Sep 2022 16:12:29 GMT

I plugged my router after more than 10 days waiting and I still don't have broadband connection. What's going on at plusnet? This is getting ridiculous.

Re: New customer - no service

Longliner — Mon, 12 Sep 2022 17:00:50 GMT

Do you need an engineer's visit? Has Plusnet advised you of your activation date? Either way I suggest you phone Pnet as staff don't monitor this site as they once did.

Re: New customer - no service

Townman — Tue, 13 Sep 2022 08:55:25 GMT

Have you checked for a dial tone and confirmed that there is no noise on the line?

What colour are the lights on the router?

Re: New customer - no service

fatimet — Tue, 13 Sep 2022 09:42:17 GMT

No, I don't need an engineer. I am switching to plusnet. They didn't advise a date. We are well over the sign up promise and I work from home.

Re: New customer - no service

fatimet — Tue, 13 Sep 2022 14:23:37 GMT

The problem is the broadband has not been activated yet. I have an important meeting tomorrow morning.

Re: New customer - no service

Townman — Tue, 13 Sep 2022 16:33:11 GMT

Did you tell your previous supplier you were leaving?

If you did, that could well be the cause of the delay in the new service being activated. Telling one's old supplier to stop service will inhibit any other supplier from placing line take over orders until AFTER the existing service has been stopped.

There are though a multitude of other issues which can delay BT Openreach completing service transfer from one ISP to another.

Re: New customer - no service

adamwalker — Thu, 15 Sep 2022 11:16:00 GMT

Hi there @fatimet I've checked your order and can see it was due to complete yesterday but hasn't for some reason. I've contacted Openreach who confirmed that the service is live but we'll need them to close the order on their systems for it to work. That should get corrected today for us so I'm really sorry for the delay.

Re: New customer - no service

fatimet — Thu, 15 Sep 2022 13:09:39 GMT

Thank you. It's still not working and I can't access my plusnet account. I can only access my community plusnet community account.

Re: New customer - no service

fatimet — Thu, 15 Sep 2022 15:47:51 GMT

Yes, they delayed my services for a week but now it's BT.

Re: New customer - no service

fatimet — Thu, 15 Sep 2022 18:44:25 GMT

Hi Adam, I received a message asking me to set my router as my service was now activated. I did and I the broadband connection is still not active.

Re: New customer - no service

fatimet — Fri, 16 Sep 2022 11:12:26 GMT

@adamwalker I now have a blue light but still no service.

Re: New customer - no service

Gandalf — Sun, 18 Sep 2022 11:06:09 GMT

Hi there,

I'm really sorry for how long we've taken to get back to you.

I've had a look and can see you're now online. Is all working okay?

Re: New customer - no service

fatimet — Sun, 18 Sep 2022 11:25:24 GMT

Hello, I am all set. Thanks

Re: New customer - no service

Gandalf — Sun, 18 Sep 2022 11:46:53 GMT

Cool. Is there anything else I can help you with?

Re: New customer - no service

fatimet — Sun, 18 Sep 2022 15:47:28 GMT

The WAN connection is not working. I have my TV on the WiFi. It is working fine for streaming.

Re: New customer - no service

Gandalf — Sun, 18 Sep 2022 15:56:53 GMT

What do you mean by WAN connection's not working?

If this is the case then streaming wouldn't work so I'm a bit confused.

Re: New customer - no service

fatimet — Tue, 20 Sep 2022 08:42:25 GMT

Yes WAN connection and streaming works via WiFi connection so WAN is not needed but it would be nice if it works.

Re: New customer - no service

Dan_the_Van — Tue, 20 Sep 2022 10:35:58 GMT

@fatimet

which broadband service have you subscribed to? A copper wired connection ADSL/VDSL (FTTC) or Full Fibre (FTTP)?

The WAN port is used only for upstream connections so for ADSL/VDSL a modem would be required and for Full Fibre it would connect to a ONT (Fibre modem)

HTH

Re: New customer - no service

kaming613 — Wed, 21 Sep 2022 12:19:23 GMT

Hi Gandalf,
I have the same issue like this post. I am informed my broadband is scheduled activated today when after placed the order. However, I have not received any confirmation when my broadband can be used until now. Should I plug in the router to test if the broadband is available now?

Re: New customer - no service

Gandalf — Wed, 21 Sep 2022 18:49:14 GMT

@fatimet, sorry just to clarify, do you mean that your connection doesn't work when you plug a computer or laptop into the router using an ethernet cable, but it does work if you use WiFi? If so are you using the red or yellow port at the back?

@kaming613, sorry for the delay, I've just activated your account after your broadband order completed this afternoon. If you can setup your router now you should be able to get online. Let me know how it goes.