topic Re: Unable to sign up to broadband without paying for socket in My Order

Unable to sign up to broadband without paying for socket

lm222 — Wed, 20 Apr 2022 20:38:40 GMT

I was hoping to take advantage of the current offer on Fibre+ broadband (£25.99/month with no activation fee). However when I try to sign up, PlusNet wants to charge me £50 for installation of a BT socket.

I already have a BT socket in my home and there doesn't appear to be any option to explain this at checkout. I can't find an e-mail or live chat anywhere, phone lines closed at 8pm and the offer expires at midnight. So it looks like I'll miss out on the lower price 😞

Can anyone advise on how to sign up for broadband without having to pay for a new socket?

Thanks in advance!

Re: Unable to sign up to broadband without paying for socket

Baldrick1 — Thu, 21 Apr 2022 11:37:02 GMT

@lm222 Welcome to the forum.

Ring the customer Options Team on 0800 013 2632 and discuss it with them. This number is answered quite quickly.

Re: Unable to sign up to broadband without paying for socket

LaurenB — Thu, 21 Apr 2022 13:56:19 GMT

Hiya @lm22, thanks for getting in touch!

I'm really sorry for the disappointment caused by the installation fee. Although there is a socket in the premise, the checks ran when you enter the details might determine that further work is needed to connect a service (whether this be internal or external).

Do you have a working service with another provider there currently? If you can pop me over a PM with your full address and postcode, I can have a check of the line status and see why this may be for you.

To send a PM, click on my name and then to the right, there will be a grey button to 'send private message' and in the message please include a link to this thread.

Re: Unable to sign up to broadband without paying for socket

Townman — Thu, 21 Apr 2022 16:16:10 GMT

@lm222

Is there a dial tone if you plug a telephone into the socket? If yes, dial 17070 and report to @LaurenB the number identified.

There are a hosts of possibilities here...

You have an intact fully working line there, but BT's address details for that line are not at your address - effectively BT shows no working line at your address and therefore your order would be processed as requiring a new line. This needs an ORI update to BT's records to give that line a "Golden Key" address at the right property
You have a fully intact ceased line - that should simply be a matter finding the right record for the line and restarting it
You have a socket with nothing behind it - though there might be a socket the circuit which should connect it to the local green cabinet might have been raided to fix someone else's problem line at a time when the service on "your" line was ceased - this can happen in areas running at (or near) capacity - if that is the case a whole new line might be required - again that is treated as a new line installation

Re: Unable to sign up to broadband without paying for socket

lm222 — Sun, 24 Apr 2022 17:03:39 GMT

Hi Lauren

Thanks for your offer of help. I clicked your name but couldn't find a "send private message" button anywhere on the page! Is it possible for you to message me instead?

I have a working broadband connection at my address currently, and it is connected via a BT OpenReach socket.

Re: Unable to sign up to broadband without paying for socket

Townman — Sun, 24 Apr 2022 17:12:42 GMT

The SEND PRIVATE MESSAGE button in on the right hand side of the ABOUT person page - but see https://community.plus.net/t5/notes/privatenotespage/tab/compose/note-to-user-id/51902

Edit: - You had only made one post - I seem to recall that there is a minimum number of posts you need to have made before you can PM anyone. You have now made two posts - try again!