topic Re: Can my activation date be changed? in My Order

Can my activation date be changed?

caldwellmark83 — Fri, 22 Oct 2021 16:35:39 GMT

Hi, I am very concerned that I am going to be without internet access for potentially a whole day or more having made the switch from Sky to Plusnet. My partner and I use it for work and have no other option for connecting.

With this in mind my current switchover date is on Friday the 5th of November, would it instead be possible to make the switch on the Saturday when I am not working.

I have already been notified by both Sky and Plusnet in regards to the date.

Many thanks, Mark

Re: Can my activation date be changed?

LaurenB — Sat, 23 Oct 2021 10:14:15 GMT

Hiya @caldwellmark83, a warm welcome to Plusnet and to our Community Forums!

We are only able to request weekdays for orders I'm afraid, so we wouldn't be able to change the date for the Saturday. If there's a different weekday that would be more suitable, just get back to us and we can assist with getting it amended for you (though please note we wouldn't be able to bring it forward, only select a later date).

If you have any further queries at all, then just let us know.

Re: Can my activation date be changed?

caldwellmark83 — Sun, 24 Oct 2021 07:12:32 GMT

Thanks for the reply. I still can't believe how long it may take. If I stick with the Friday would I be guaranteed to have it working on the Monday?

Re: Can my activation date be changed?

LaurenB — Sun, 24 Oct 2021 07:32:49 GMT

Thanks for getting back to me, I'm sorry for the concern caused. Of course we can't account for every eventuality (such as a fault occurring), but the likely result is the change over happens with no issues and in most cases the downtime is minimal.

The order can take up to midnight on the day to complete so should everything go ahead as expected, you will have your service working by the Monday no problem.

Re: Can my activation date be changed?

caldwellmark83 — Mon, 25 Oct 2021 07:25:15 GMT

Great, thank you for the reassurance Lauren.

Re: Can my activation date be changed?

caldwellmark83 — Fri, 05 Nov 2021 10:05:28 GMT

Hi, I was just wondering if there is anywhere I can track or see an ETA for when my connection will be up and running. I'm currently tethering from my phone and having issues so just wanted to get connected asap.

Many thanks

Re: Can my activation date be changed?

adam945 — Fri, 05 Nov 2021 11:06:45 GMT

Hello @caldwellmark83

Thanks a lot for reaching out. Unfortunately, we're unable to track orders on the account on the day itself. I've just had a look at them and can confirm that they're still committed to complete today, but as per the comms we send out, it can take up until midnight to complete.

Once the orders do complete, you'll receive emails stating that your services are ready to use, the phone order usually completes before the broadband. If you're still having issues tomorrow, feel free to reach out and we'll investigate.

Re: Can my activation date be changed?

caldwellmark83 — Fri, 05 Nov 2021 11:09:19 GMT

I've just received one to say my home phone service is ready to use. I thought this maybe meant my broadband was active so will that likely follow quite quickly now or is it hard to say?

Re: Can my activation date be changed?

adam945 — Fri, 05 Nov 2021 11:25:26 GMT

Ah nice, yeah I've just seen that too, it's hard to say though, more often than not, it's within around two hours. Delays can occur from time to time though, but we wouldn't really know for sure until tomorrow. At the moment, there are no engineer notes on the broadband order that indicate some sort of issue.

Re: Can my activation date be changed?

caldwellmark83 — Fri, 05 Nov 2021 11:35:26 GMT

Great, thanks, will keep my fingers crossed

Re: Can my activation date be changed?

adam945 — Fri, 05 Nov 2021 11:39:38 GMT

No problem at all, let us know if you have any other questions.