topic Re: Still no broadband activation after 5 days in My Order

Still no broadband activation after 5 days

Paddyrat — Tue, 01 Mar 2022 00:01:15 GMT

Well what can an I say?.
Anyone reading this, and all the other complaints regarding plusnets complete inability to offer any kind of good service, take heed!
I have waited five days to be activated, everyday I have called them, everyday I am told the problem is with open reach.
Everyday I am assured that I will get a call back to update me. NOTHING.
I spend on average an hour everyday talking to plusnet.
They tell me how sorry they are but it's in the hands of openreach.
Today I'm told to wait 48 hours for OR to respond.
TO ANYONE CONSIDERING PLUSNET, AS I DID, I WOULD THINK AGAIN.
DONT BE FOOLED BY THE 'CHEEKY CHAPPY' ON THEIR ADVERTS......The service is a disgrace and no better than any other provider.....the one saving grace is that you don't have to pay to call them...but the same old excuses prevail....the blame games with openreach.
I wish I had stayed with Talktalk although it greaves me to say that.
Plusnet.....your not 'Doing me proud'....and NO 'It won't do!!!!!

Re: Still no broadband activation after 5 days

Baldrick1 — Tue, 01 Mar 2022 08:16:21 GMT

@Paddyrat wrote:
..but the same old excuses prevail....the blame games with openreach.

Both are to blame.

Openreach for not providing the service. They are a law unto themselves over which Plusnet have no control and very little influence.

Plusnet in failure to communicate with customers and possibly chasing Openreach.

The problem as i see it is that both Plusnet and Openreach are BT owned organisations. Corporate niceties forbid Plusnet to publicly criticise or take any serious action against their so called 'suppliers'.

Re: Still no broadband activation after 5 days

Paddyrat — Tue, 01 Mar 2022 17:33:04 GMT

Nearly 48 hours.....nothing has been heard from plusnet......

Re: Still no broadband activation after 5 days

Gandalf — Tue, 01 Mar 2022 19:18:49 GMT

Hi @Paddyrat

I'm really sorry for the delay with your order.

Having looked into this, I can see the transfer of your line came across to us as planned on the 23rd February, but something went wrong with your broadband order, which meant our broadband didn't activate the same day.

The latest notes on your account suggest we've got in touch with our suppliers helpdesk and they've said an engineer should be going out tomorrow, but as this is the 3rd date we've been given, I've raised an escalation with our suppliers.

As soon as I've got a response which should be tomorrow now due to the time of night, I'll let you know.

Re: Still no broadband activation after 5 days

Paddyrat — Tue, 01 Mar 2022 21:01:57 GMT

48 hours and still no contact from Plusnet.
Great service your providing guys

Re: Still no broadband activation after 5 days

Anoush — Tue, 01 Mar 2022 21:10:06 GMT

I’m from Plusnet and I’ve made contact tonight, but due to the time I won’t have a response on the escalation until tomorrow and once I do, I will be back in touch.

Re: Still no broadband activation after 5 days

Gandalf — Wed, 02 Mar 2022 11:46:39 GMT

Hi there,

Just to update. I've not received a response from our suppliers escalation team quite yet but I should do today.

Once I know more I'll be sure to let you know

Re: Still no broadband activation after 5 days

Paddyrat — Wed, 02 Mar 2022 18:25:15 GMT

Day 7 of no Internet.
Just another apology saying its awaiting open reach and to wait up to another 48 hours!
Absolutely fed up with plusnet!!!!

Re: Still no broadband activation after 5 days

Gandalf — Wed, 02 Mar 2022 18:33:50 GMT

@Paddyrat

I understand the frustration and we're doing what we can to activate your service as soon as possible.

Let me chase this up with our suppliers now and I'll post back once I know more.

Re: Still no broadband activation after 5 days

Gandalf — Wed, 02 Mar 2022 19:16:02 GMT

Hi @Paddyrat

Our suppliers escalation team have advised me that the necessary engineering work to get you online should already be carried out, so we'd just need the order completing in the supplier systems for the service to be configured & activated.

I've got in touch with our suppliers helpdesk just now and I've discussed this with a team supervisor, who has advised that the remaining work is what's known as "jumper recovery" which is non-service affecting work for an engineer to disconnect the previous provider's equipment at the exchange.

As this work is non-service affecting, the supervisor has tested your line and as the tests have passed, they've manually triggered the order to complete, which should happen before midnight tonight.

I'll be checking this again for you tomorrow morning when I'm in the office from 11:30am.

Re: Still no broadband activation after 5 days

Paddyrat — Wed, 02 Mar 2022 19:41:20 GMT

You will have to forgive me for not feeling at all optimistic.
I have been here several times with the 'activated before midnight ' line.
I will be very happy if it is done by 12 but I have my doubts....

Re: Still no broadband activation after 5 days

Gandalf — Wed, 02 Mar 2022 19:48:22 GMT

Thanks for getting back to me @Paddyrat

I can absolutely understand that as we've given multiple promised dates as we share the frustration too.

If the order's not completed tonight, I'll be chasing this up with our suppliers again tomorrow for you.

Re: Still no broadband activation after 5 days

Paddyrat — Thu, 03 Mar 2022 06:56:33 GMT

Well yesterday evening i got a text saying that I was now able to connect to the broadband.....as well as your reply on this platform saying all was good to go.
I have turned the modem on this morning...DAY 8!!!!!!......and surprise surprise....still cannot connect to the broadband after 8 DAYS!!
So plusnet I hope you can see that in spite of your messaging yesterday...I was right to feel pessimistic about you actually sorting this mess out.
I am today messaging my local MP and will also be contacting citizens advice to ask exactly where I stand with regards to your lies and exactly what my rights are having been left with no Internet for 8 days.
The empty apologies you keep telling are now falling on very deaf ears.
Plusnet you are disgrace

Re: Still no broadband activation after 5 days

jab1 — Thu, 03 Mar 2022 08:21:55 GMT

@Paddyrat How far in your attempts to connect do you get, and what Hub do you have? What lights (if any) are showing?

Re: Still no broadband activation after 5 days

Paddyrat — Thu, 03 Mar 2022 08:27:59 GMT

Plugged in the router.
After 5 mins shows the flashing red broadband light and the power light is orange.
I have a sagemcom plusnet hub one

Re: Still no broadband activation after 5 days

jab1 — Thu, 03 Mar 2022 08:34:30 GMT

OK, @Paddyrat You have aHub1. That light combination indicates that the Hub failed to detect the PN network. I wonder if it has been enabled at their end? @Gandalf ?

Re: Still no broadband activation after 5 days

Paddyrat — Thu, 03 Mar 2022 08:46:09 GMT

According to yesterday's messages all was good to go from plusnet and openreach.

Re: Still no broadband activation after 5 days

Gandalf — Thu, 03 Mar 2022 11:40:34 GMT

Hi @Paddyrat

I'm really sorry to see you still can't get online after the order's completed.

It is incredibly frustrating. I've tested your line and the tests are showing your phone line's not working, so I've raised a fault to our suppliers to investigate further and I'll provide an update once I know more today.

[edit]

Received an update quicker than I expected.

I've been given an estimated response time of by 07/03/22 23:59:59 for an engineer to go out. I'd like to take ownership of this for you and I'll follow up on the 08.03.22 at the latest in hope this is when you're finally up & running.

Re: Still no broadband activation after 5 days

Paddyrat — Thu, 03 Mar 2022 13:39:34 GMT

So are you now telling me I have another 5 days to wait before you sort this mess out.?

Re: Still no broadband activation after 5 days

Gandalf — Thu, 03 Mar 2022 13:58:02 GMT

Appreciate it has been a mess as it should've been a straight-forward transfer.

Once things are sorted, I'll be happy to discuss a gesture of goodwill for the downtime & inconvenience caused.