topic Re: Awaiting update on Broadband connection in My Order

Awaiting update on Broadband connection

SB3 — Tue, 29 Mar 2022 19:46:50 GMT

I have recently registered for plus net and awaiting for the order update. Router arrived on the 24th March.

Checking my online account only shows {strCustActivationDate} so I don't know when the broadband will become active.

One of the customer colleague mentioned that 1st April is the activation date however the account shows above message and phone order is still in progress.

I have tried to reach via Helpdesk contact number but no luck today. call went for more than 30 mins and no one responded.

Appreciate if you can progress the broadband at the earliest.

Re: Awaiting update on Broadband connection

LaurenB — Wed, 30 Mar 2022 12:55:42 GMT

Hiya @SB3 thanks for getting in touch and a warm welcome to Plusnet!

I'm really sorry that you're not able to track your order properly online and also for the issues getting in touch with our team. I'd like to help with this for you

It does look like you have since been able to reach our team but just to confirm, your orders are due to complete on the 1st April, any time up to midnight.

Please let me know if you have any further queries.

Re: Awaiting update on Broadband connection

SB3 — Thu, 31 Mar 2022 19:00:25 GMT

@LaurenB , thanks for the response. Appreciate that. I still see the phone order and broadband is still in progress in the system. Hope this will be activated tomorrow as per plan.

Re: Awaiting update on Broadband connection

adam945 — Fri, 01 Apr 2022 13:07:41 GMT

Hey!

Orders are still committed to go live today, you'll receive two separate emails soon advising that the phone and broadband services are live soon all being well

Re: Awaiting update on Broadband connection

SB3 — Fri, 01 Apr 2022 16:47:00 GMT

Thanks for the response. I 've received email saying home phone service is activated. Now waiting for broadband to be activated.

Re: Awaiting update on Broadband connection

adam945 — Fri, 01 Apr 2022 16:57:28 GMT

I've just jumped the queue for you haha, your broadband should now be active too

Re: Awaiting update on Broadband connection

SB3 — Fri, 01 Apr 2022 17:16:09 GMT

Brilliant, thanks for the help. I have received the email

Re: Awaiting update on Broadband connection

SB3 — Fri, 01 Apr 2022 17:25:15 GMT

@adam945 Could you please let me know why it shows as Cessation charge - activated under account summary of my account?

Re: Awaiting update on Broadband connection

dvorak — Fri, 01 Apr 2022 20:08:23 GMT

That shows on everyone’s account, it is only applicable if you cease the service totally e.g you don’t transfer anywhere else and get rid of the phone line and broadband

Re: Awaiting update on Broadband connection

SB3 — Fri, 01 Apr 2022 20:02:24 GMT

thanks for the clarification.

Re: Awaiting update on Broadband connection

RealAleMadrid — Sat, 02 Apr 2022 21:29:12 GMT

@SB3 It has previously been confirmed by Plusnet that the cessation charge is a legacy thing that is no longer relevant and not charged. It is just one thing hanging on in the accounts system which does not apply anymore.