topic Re: Go live day in My Order

Go live day

Grante — Mon, 20 Sep 2021 16:38:37 GMT

Today was my go live day, at 9am I lost my Sky phone and Broadband and it is now 17.36 and I haven't had a text or anything from Plusnet, I did call them at lunch and they did tell me it could be up to midnight before everything goes live. Is the normal When I last switch providers it took minutes not hours

Re: Go live day

jab1 — Mon, 20 Sep 2021 16:42:54 GMT

@Grante Yes it is normal. If you are not up and running in the morning, shout up.

Re: Go live day

Grante — Wed, 22 Sep 2021 21:49:25 GMT

Well, I'm still without both phone and Broadband after several promises that my line will be live.
Each time a different excuse. Getting fed up because I need broadband to be able to work from home .

Re: Go live day

jab1 — Thu, 23 Sep 2021 06:02:26 GMT

@Grante That is a little vague - any chance of more detail?

Re: Go live day

Grante — Thu, 23 Sep 2021 06:31:49 GMT

@jab1
Monday, Sky turned off my services at 8 30, I called plusnet at 11.30 and was told services would be on by midnight.
Tues no service still, called and was told that Sky has still got my number and was adviced that I need to call them to get them to release it, but PN may have to put an order in so I may be without service for 10days !!
After a discussion I got an email saying it would be on today. In the meantime I did call Sky and they had released my number on Monday.
Wed still no service, called again and was told it is down to openreach not doing something or completing something. But had an email later saying it would be on by 5pm. Called at 6ish to be told that openreach had not completed something and my service could be off until the 25th. Told then that this wasn't accepted as I need broadband to work from home.
Thur, checked this morning and still no service.

Wish I had stayed with Sky as I a losing the will..

Re: Go live day

jab1 — Thu, 23 Sep 2021 06:33:18 GMT

OK. Moving from SKY is always fraught with difficulty - they don't seem to like losing customers, but you need one of the Help Team to pick this up - hopefully today. First line support occasionally leaves something to be desired.

Re: Go live day

Grante — Thu, 23 Sep 2021 06:43:18 GMT

I have been speaking to the support team all week, this is the department that keep telling me it is going live. Then coming up with another excuse.
I know most provides lease the lines of bt openreach but, my first impression with PN is poor.

Re: Go live day

jab1 — Thu, 23 Sep 2021 06:50:28 GMT

The phone support people - with the greatest respect - are not always as good as they could be. I have had reason to know that - actually had to tell them how things work but hopefully if one of the forum Help Team pick this up things will move on.

Don't quite understand your 'lease lines' comment, but it is irrelevant in this situation anyway.

Re: Go live day

TheMightyAJ — Thu, 23 Sep 2021 10:29:40 GMT

Hi @Grante,

I'm really sorry to hear that you've had such a poor first impression with our services. I'd like to help out however I'm afraid I've not been able to locate your account - please could you send me a Private Message with your account username attached?

Re: Go live day

Grante — Sat, 25 Sep 2021 07:30:26 GMT

Woke up again this morning with no phone and Internet after promises that it would be online.
Getting to the point that I don't believe aword PN tell me.
Needless to say I have a unhappy house again, kids can't use their pc's we can't use netflix or prime and my mobile phone data has too a big hit because I work from home. I'm really hacked off with them. @TheMightyAJ

Re: Go live day

jab1 — Sat, 25 Sep 2021 07:31:57 GMT

Have you replied to @TheMightyAJ 's post above?

Re: Go live day

Grante — Sat, 25 Sep 2021 07:37:25 GMT

Yes I did reply a couple of days ago and to be fair he did give someone a nudge to sort things

Re: Go live day

jab1 — Sat, 25 Sep 2021 07:43:20 GMT

OK.

Re: Go live day

adam945 — Sat, 25 Sep 2021 08:29:57 GMT

Good morning @Grante

I'm really sorry to hear that your services are still not active. I've not taken any action on the account as it's currently with our Customer Advocates Team, though it does look like the order is stuck. I've popped an internal note on the account to make your case handler aware that you're communicating via the Forum as well, they should be in touch shortly.

Re: Go live day

Grante — Sun, 26 Sep 2021 14:13:49 GMT

Day 7 and still no service, got to wait until Monday now. I've got a unhappy house at the min, 3 gamers in the house and no Internet.

Re: Go live day

LaurenB — Sun, 26 Sep 2021 14:31:10 GMT

Hiya @Grante, I am really sorry for the issues that have been encountered with your order and for the inconvenience caused to you and your family.

Your case handler will pick this up with you tomorrow and provide the latest updates for you once we know more from our suppliers.

Re: Go live day

Grante — Tue, 28 Sep 2021 18:54:03 GMT

Day 9 since my go live date and still no broadband, been promised it will be on tomorrow, but we'll see, not holding my breath.

Re: Go live day

Gandalf — Wed, 29 Sep 2021 08:17:51 GMT

@Grante

I've checked the fault we've raised with our suppliers and I can see they've told us we need to arrange an engineer visit to investigate further. I'd like to check though that your router is setup correctly because I can see you've said to us you get no dial tone on your phone when you plug your router in.

Can you confirm that the grey cable from the phone socket is going to the grey port on the back of the router? And that there's nothing plugged into the red WAN port? Occasionally I see the cable from the phone socket plugged into there which can cause a loop condition which is a bit like a short circuit.

Re: Go live day

Grante — Wed, 29 Sep 2021 08:26:04 GMT

@Gandalf
I have tickets open with PN already and was reassure that any problems and they would contact me.
My phone and Broadband was working fine with Sky and all I have done is replace like for like, I have done the internal checks with PN already.
Are you telling me that it won't be working today I was told the problem is with the exchange and needs switching over.

Re: Go live day

Gandalf — Wed, 29 Sep 2021 08:30:06 GMT

@Grante

Appreciate that, but I've checked the supplier fault report and it's currently in awaiting appointment status.

Assuming you've checked what I've suggested ^ can you add to the ticket 218277460 your availability for an engineer visit?

The timeslots are 8am while 1pm, or 1pm while 6pm on a week day. If you can post back once you have responded I'll get the engineer booked for you as soon as I can.