topic Re: Activation date query - activating your line in My Order

Activation date query - activating your line

joeypou — Mon, 05 Sep 2022 10:58:08 GMT

Hi,

I recently called your team asking for the broadband activation date, and the gentleman told me that the broadband will be activated at 08/09 (this Thursday). After that, he asked me to place the BB order but I don't know what that means. And then, I went my account to check the activation date, but I can only get this message:

Broadband orders typically take a week to complete. Your broadband order should complete on {strCustActivationDate}. Please note that this date can sometimes change. We'll let you know if this happens.

I have received the router a few days ago, I thought this means my broadband is ready but it is not working. Can you activate the broadband as soon as possible since we have to work from home and we need internet connection.

Thank you so much.

Re: Activation date query - activating your line

Gandalf — Fri, 09 Sep 2022 16:00:51 GMT

Hi there,

I'm really sorry for the delay with your order. From what I can see the engineering work was carried out as planned yesterday, but the order's stuck in the supplier systems, which is preventing your service from going live.

I've got in touch with our suppliers helpdesk and they've escalated this to the relevant team to complete your order as soon as possible. I've been given a review date of 13th September but expecting this to be done quicker.

When we know more we'll let you know.

Re: Activation date query - activating your line

joeypou — Fri, 09 Sep 2022 18:33:27 GMT

Thanks for your reply. Since I totally forgot about this thread (it was posted on Monday), I have posted another post which is about the same thing:

https://community.plus.net/t5/My-Order/Activation-date-delayed-no-update-provided/m-p/1887420

Hope you understand my disappointment and activate the broadband ASAP.

Re: Activation date query - activating your line

Gandalf — Mon, 12 Sep 2022 16:39:00 GMT

Absolutely I do understand this and we've been working with our suppliers to get you online as soon as possible.

I'm happy to confirm the order completed this afternoon and we've just activated your account this very moment.

Can you setup your router and let me know how you get on?

Re: Activation date query - activating your line

joeypou — Wed, 14 Sep 2022 07:29:49 GMT

Hi,

All things are sorted out, and we're using the wifi now.

Thank you so much for all your help.

Re: Activation date query - activating your line

Gandalf — Wed, 14 Sep 2022 07:33:59 GMT

Sweet. No problem, let me know if there's anything else you'd need help with!