topic Re: No router in My Order

No router

Demon9374 — Fri, 03 Sep 2021 20:41:05 GMT

My partner ordered our broadband package on 26/8/21 and our activation date is on 6/9/21 but we have no router and its not showing as dispatched on the account info.
Worried as I start a new job on 13/9 and the training is all online! 😩 will the broadband be up and running by then?

Re: No router

jab1 — Fri, 03 Sep 2021 20:46:48 GMT

Welcome to the forums, @Demon9374 You need a Plusnet staffer to pick this up really - but who are you switching from, and what router are you currently using?

Re: No router

Demon9374 — Fri, 03 Sep 2021 20:50:25 GMT

Hi @jab1

Thanks for your reply, we haven't switched, we recently moved out of my parents to our own flat so we don't have a router at all Im afraid.

Re: No router

jab1 — Fri, 03 Sep 2021 20:53:35 GMT

OK - in that case, hopefully one of the Help Team will pick this up tomorrow - I'll keep my eyes on it in the morning and see if I can bump it if no-one does.

Re: No router

Demon9374 — Fri, 03 Sep 2021 20:57:44 GMT

Thank you 🙏

Re: No router

dvorak — Fri, 03 Sep 2021 21:28:16 GMT

Moderators Note

This topic has been moved from Fibre to My Order

Re: No router

jab1 — Sat, 04 Sep 2021 07:50:07 GMT

I know it's not really allowed, but I did say I'd give this a bump - @Gandalf ?

Re: No router

Gandalf — Sat, 04 Sep 2021 10:55:25 GMT

Thanks for your post @Demon9374 and welcome to our Community Forums.

I'm sorry for the delay with your order. I can see the existing provider of your line placed what's known as a cease order to stop their active services on the 31st August so we couldn't takeover your line in the usual 10 working day fashion.

We've placed an order with our suppliers on the 1st September to reactivate the phone line but because the last provider didn't use BT equipment at the exchange, we've got to send an engineer there to manually connect the line up. This is based on engineer availability, with them going out on the 6th September.

Once the phone order's completed, we'll place your broadband order which can take a further 5 working days, but may be a bit longer depending again on engineer availability to carry out work at the cabinet (the green box in the road).

We haven't automatically ordered your router yet, because we haven't been able to place your broadband order but to make sure we're a step ahead I've manually placed the order for your router now you should receive next week, however it won't work until we've confirmed your broadband service has gone live.

With any luck it'll be working by the time your partner starts his new job but I can't guarantee this I'm afraid.

Re: No router

Demon9374 — Sat, 04 Sep 2021 11:26:27 GMT

Thank you for your message, none of this was conveyed to us by Plusnet via email or letter so Im quite frustrated at the massive lack of communication on this as we were under the impression everything would be up and running for Monday 6th September.
We have, of course, already paid the first monthly fee and yet we wont have the internet for approximately half a month as it takes 10 days to sort the phone and another 5 days to sort the broadband -will we get partially refunded/credited for the services we havent been able to use since that first payment was made? Thank you

Re: No router

jab1 — Sat, 04 Sep 2021 11:29:26 GMT

@Demon9374 Your 'charging period' won't start until your phone and broadband are active, so what you have already paid will cover the first month from that time.

Re: No router

Baldrick1 — Sat, 04 Sep 2021 11:34:05 GMT

Deleted @jab1 has answered before me.

Re: No router

Demon9374 — Sat, 04 Sep 2021 11:39:40 GMT

Thank you, I was unsure as this is my first time setting up the internet and it wasnt very clear on the website 😊

Re: No router

Gandalf — Sat, 04 Sep 2021 11:50:54 GMT

@Demon9374

I can see we've been adding updates to the open support ticket on your account Here but I agree we could've done with sending emails. Really sorry for the inconvenience.

In one of the first emails we've sent with the details of what you've agreed with us, we said " Your first month's service is covered by the payment shown above. After that, you'll pay the following for your services each month..."

When your phone line goes live that'll begin the first month of payment you've already made. On your next bill you'll then see a credit to cover the time you've paid for a broadband service between then and when it actually goes live.

Re: No router

Demon9374 — Sun, 05 Sep 2021 13:56:49 GMT

Thank you for clarifying 😊

We have noticed there is a BT wifi hotspot nearby but would have to sign in to access it, is there any chance you could provide us with a login for it so that it covers us until we get broadband?

Re: No router

Gandalf — Sun, 05 Sep 2021 14:02:14 GMT

No problem @Demon9374 but sadly we can't provide a login for a BT WiFi hotspot.

Re: No router

Alex — Mon, 06 Sep 2021 00:51:52 GMT

I have no idea how BT work, but is there not one you can use for free in the meantime?
Yes It'll involve singing up for a free account and the usual login and password.

Is the network encrypted?

I would use it a secondary e-mail, as I do. One that I can still read and respond to if need to but doesn't interfere with my main e-mail.

It has happened to me recently with my broadband going down and my e-mail, so that what I did. E-mail going down was not funny for me, messing with the authentcation with (as Little Britian says) "Compuer Says No" against authentication. Followed by me swearing at my computer. To cut a really long and boring story short, I seem to have fixed it now.

Sorry I got a bit off topic there, if your mobile phone and network allow data tethering you could use that for the next day or two. It is not ideal and you can't go mad on the internet, but it will get you out of trouble for a while so you can do the essetials on the internet whilst you wait for your problem to be fixed.

Re: No router

Demon9374 — Mon, 06 Sep 2021 08:55:55 GMT

Hiya, thanks for your message, unfortunately there isnt any free wifi. There is a BT hotspot but you have to pay to use it unless you have a BT account to sign in with. Its £7.99 for the day or £5.99 for just an hour, its also an unsecured network so not ideal for my work as a therapist or to change any personal details which we also havent been able to get online to do properly.

We have been tethering my phone here and there to cover things like sending work emails with attachments, everything else I can do on my phone itself, but my new job is going to involve video calls and I wont be able to do this with my phone data. I renewed my data for a £10 11gb goodybag with giffgaff about a week ago and I have 2gb left already.

We will just have to wait it seems.

Re: No router

Baldrick1 — Mon, 06 Sep 2021 09:35:29 GMT

@Demon9374

I'm assuming that when you signed up there was a working line so Plusnet assumed that they were taking over a working line. I'm guessing that since then, rather than letting this take over happen on the agreed date, the previous householder has cancelled the service, hence this delay.

As it is difficult to get a guaranteed date, it depends on Openreach technician availability on the day, it might be worth taking the hit and getting a £35 unlimited data Goodybag for 1 month. S*d's law says that this will result in a prompt connection to Plusnet but...

Re: No router

Demon9374 — Mon, 06 Sep 2021 16:22:48 GMT

Hi @Gandalf

Our account is still showing that the router hasn't been sent out yet but everything is looking good in terms of the connections, can you please confirm that the router is on the way?

Thank you 🙏

Re: No router

LaurenB — Mon, 06 Sep 2021 16:44:12 GMT

Hiya @Demon9374, I can see the router has been ordered but is still showing as 'processing' on our systems meaning it hasn't yet been dispatched.

From the router being ordered, we expect this to be with you within 3-5 working days (though often sooner) and therefore will be with you before the broadband service goes live.