topic Re: Signed up to Plusnet on Saturday. No response or update yet. in My Order

Signed up to Plusnet on Saturday. No response or update yet.

BrenGillespie — Tue, 05 Apr 2022 13:09:56 GMT

I signed up to switch to Plusnet Broadband on Saturday, and the only response I received was an email telling me that my Direct Debit was set up. I never received a confirmation/welcome email when my first payment was made, and it's now Tuesday and I've still got no update.

I am able to log into the account I created, and it still says my order is processing, just like it did on Saturday. I found my way to the Order Tracker and it's still on Step 5 (Activating Your Line). I've got no switch or activation date, and as mentioned, I've not received any of these updates to the email address I provided.

I am unsure if this is a normal part of the process, a system error, or if I've done something wrong when making my order, but any help would be appreciated, thank you.

Re: Signed up to Plusnet on Saturday. No response or update yet.

mrsbbevan — Wed, 06 Apr 2022 08:38:39 GMT

I'm the same! Could really do with some help also.

Re: Signed up to Plusnet on Saturday. No response or update yet.

adam945 — Wed, 06 Apr 2022 09:50:21 GMT

Hello @BenGillespie, thanks a lot for getting in touch and I'm really sorry to see that our system hasn't been able to place the orders to provide a service. Not to worry though, I've just sorted this out for you and have placed them manually.

@mrsbbevan I've tried to locate your account through your community profile but haven't been able to, can you please send me a PM with the account username?

Re: Signed up to Plusnet on Saturday. No response or update yet.

BrenGillespie — Wed, 06 Apr 2022 10:03:30 GMT

Thank you. I've just received the email now.

I've logged into my Plusnet account and it still hasn't changed from "order is processing" yet. Will this update eventually?

Re: Signed up to Plusnet on Saturday. No response or update yet.

adam945 — Wed, 06 Apr 2022 10:07:47 GMT

It's likely to say that for the next few days until a committed activation date has been provided, we'll continue to keep you updated via email too.

Re: Signed up to Plusnet on Saturday. No response or update yet.

BrenGillespie — Wed, 06 Apr 2022 10:13:28 GMT

That's great.

And the order you've placed is definitely the same package I originally ordered?

Are they any additional costs added onto the £22.99 that I originally paid (installation, etc)?

Re: Signed up to Plusnet on Saturday. No response or update yet.

adam945 — Wed, 06 Apr 2022 10:17:25 GMT

Nothing whatsoever will change contractually, it was just the actual order to take over the line that we had a few issues with, everything else will stay the same.

Re: Signed up to Plusnet on Saturday. No response or update yet.

BrenGillespie — Wed, 06 Apr 2022 10:21:45 GMT

Wonderful. Thank you so much for your help.

Re: Signed up to Plusnet on Saturday. No response or update yet.

adam945 — Wed, 06 Apr 2022 10:39:05 GMT

No problem at all, feel free to reach out if you have any further questions.

Re: Signed up to Plusnet on Saturday. No response or update yet.

BrenGillespie — Wed, 06 Apr 2022 18:42:12 GMT

Hello, Adam.

I have just received a text from PlusNet informing me that my Plusnet broadband will activate at midnight on the 21st of April. It has advised me not to set up my router until receiving confirmation that my new PlusNet service is active.

Can you please confirm if I will be receiving a PlusNet router before this date? Or am I expected to carry on using the TalkTalk router from my current supplier?

I had assumed TalkTalk would be requesting that I send their router back to them once the switch-over was completed. Is this the case?

Regards,

Brendan.

Re: Signed up to Plusnet on Saturday. No response or update yet.

dvorak — Wed, 06 Apr 2022 19:58:31 GMT

The routers are sent out in just in time manner, so you should receive it a day or so before the service is due to go live.

Re: Signed up to Plusnet on Saturday. No response or update yet.

BrenGillespie — Wed, 06 Apr 2022 21:15:23 GMT

That's great. Thank you.

Re: Signed up to Plusnet on Saturday. No response or update yet.

Gandalf — Thu, 07 Apr 2022 12:19:15 GMT

Hi Brendan,

I've manually sent your router for dispatch so you should receive it a lot quicker than normal.

Re: Signed up to Plusnet on Saturday. No response or update yet.

BrenGillespie — Wed, 20 Apr 2022 00:46:28 GMT

Hello Adam.
At around midnight tonight (20th April) our previous router (TalkTalk) stopped working, and this was the date that the last email from Plusnet said our broadband would activate.

We have not received any other emails or notifications from Plusnet since then, but I assume that I can now install my new Plusnet router now, as previously informed. Could you therefore confirm that Plusnet will be activating my broadband today?

Regards
Brendan

Re: Signed up to Plusnet on Saturday. No response or update yet.

mrsbbevan — Wed, 20 Apr 2022 06:24:02 GMT

So sorry, to sound like a broken record this is exactly same for us!

Re: Signed up to Plusnet on Saturday. No response or update yet.

Townman — Wed, 20 Apr 2022 06:43:24 GMT

@mrsbbevan

Did you send your account name to @adam945 as he requested several posts back?

@adam945 wrote:

@mrsbbevan I've tried to locate your account through your community profile but haven't been able to, can you please send me a PM with the account username?

Re: Signed up to Plusnet on Saturday. No response or update yet.

mrsbbevan — Wed, 20 Apr 2022 06:49:53 GMT

Yes, all was sorted.

Re: Signed up to Plusnet on Saturday. No response or update yet.

adam945 — Wed, 20 Apr 2022 09:24:45 GMT

Good morning Brandon, thanks for getting in touch. I've just had a look at the orders to provide a service and can confirm that they're still going ahead for today, they can complete at any point up to midnight.

Re: Signed up to Plusnet on Saturday. No response or update yet.

BrenGillespie — Wed, 20 Apr 2022 09:32:27 GMT

Okay, thanks.

How will we know when it is live. Will we be notified by text, email, etc?

I’m using this forum through mobile data, but I am currently working from home and I need actual internet/wi-if access ASAP.

Re: Signed up to Plusnet on Saturday. No response or update yet.

adam945 — Wed, 20 Apr 2022 09:38:28 GMT

Correct, two emails, the first one stating that your phone service has gone live, with the second one about your broadband following shortly after. If you'd like to give me a nudge once your phone line is active, I'll check the broadband order to see if it's complete.

There can sometimes be a bit of a delay between the broadband order completing in BT Wholesale, and it becoming active on our end.