topic Re: Delayed activation in My Order

Delayed activation

Ashphoa — Fri, 07 Oct 2022 09:24:49 GMT

Broadband was supposed to be activated yesterday 6/10/22 however no activation took place.

I received a text this morning telling me its been delayed but no date to say when.

Can someone look into this for me please as a matter of urgency.

Re: Delayed activation

SpendLessTime — Fri, 07 Oct 2022 09:54:56 GMT

It would probably be faster to phone Plusnet and wait in the queue as the response times on the forums can be a little slow. The average time for a staff response was 3 days earlier this week.

Re: Delayed activation

Ashphoa — Fri, 07 Oct 2022 10:34:24 GMT

@SpendLessTime

Thanks for the reply I've spoke to an advisor who advised itsva supplier issue and will update me shortly.

Re: Delayed activation

SpendLessTime — Fri, 07 Oct 2022 11:20:26 GMT

@Ashphoa

Glad you have some one on the case now.

Re: Delayed activation

Longliner — Fri, 07 Oct 2022 11:38:52 GMT

Openreach was on strike yesterday, see my separate post. The strike action is taking place on Thursday 6th, Monday 10th, Thursday 20th and Monday 24th of October. The strike will affect both scheduled installation work and repair services with the possibility of further delays while backlogs are recovered.

Re: Delayed activation

Ashphoa — Fri, 07 Oct 2022 11:53:06 GMT

Thanks just my luck to be scheduled in for a strike day, hopefully be resolved pronto.

Re: Delayed activation

Gandalf — Sun, 09 Oct 2022 20:00:22 GMT

Hi there,

I'm really sorry for the delay with your order. I see this is with our suppliers "number management team" as there seems to be an issue with activating the landline number in the systems so the order can be completed.

We're monitoring this and we'll update you again as soon as we know more.

Re: Delayed activation

Ashphoa — Mon, 10 Oct 2022 16:08:21 GMT

@Gandalf

Can you check on this to see if it’s been completed? As it was supposed to be completed 2 days ago

Re: Delayed activation

Barbie1968 — Mon, 10 Oct 2022 21:39:11 GMT

I was supposed to be put on full fibre beginning of September engineer didn't turn up and had no contact from them.contacted plusnet and hopefully will get connected tomorrow afternoon although I've received no further updates from plusnet.im not expecting the engineers to arrive but you never know fingers crossed

Re: Delayed activation

Gandalf — Tue, 11 Oct 2022 07:21:08 GMT

@Ashphoa, I'm sorry to see your broadband's not active yet. I've chased this up with our suppliers and they're escalating this with the relevant team to complete your order as soon as possible. I've been given a review date of tomorrow so I've placed the ticket 228200835 on hold until then and we'll update you as soon as we know more.

@Barbie1968, Sorry for the delay with your full fibre order. I see our suppliers missed the previous appointment due to engineer availability in your area, which basically means they had not enough engineers to get through all their work. The appointment is still booked for this afternoon 1pm to 6pm so fingers crossed, it can be installed then.

Re: Delayed activation

Ashphoa — Tue, 11 Oct 2022 07:43:25 GMT

@Gandalf I've been told the same thing since Friday it's always tomorrow but tomorrow never comes, if its not active by Thursday I will be cancelling the contract.

Re: Delayed activation

Gandalf — Tue, 11 Oct 2022 07:54:38 GMT

@Ashphoa, Sorry to hear this. From what I can see when we spoke to our suppliers previously, we were advised that the task was effectively in a queue with the relevant team to resolve but today when I've chased it up, they've escalated the problem. Based on this, I don't believe that our suppliers are taking the same steps continually.

I do however appreciate from your point of view it feels like nothing's happening as you had no broadband previously and still have no broadband now. While it'd be your decision if you'd like to cancel your contract and I hope that you don't, ultimately it's likely to take longer to get up and running with another provider compared to sticking with the existing order.

Re: Delayed activation

Ashphoa — Tue, 11 Oct 2022 08:18:28 GMT

@Gandalf

Ive been told is was escalated yesterday and they’re telling you the same thing again today. Which is the same thing I was told on Friday. I’m going around in circles and still hitting a square wall. I appreciate plusnet are trying to get me connected but I feel as though I’m being fobbed off keep being told the same thing as there has been no progress since Friday.

Re: Delayed activation

Gandalf — Tue, 11 Oct 2022 08:22:25 GMT

@Ashphoa, Sorry that you feel this way. Again from what I can see the agent yesterday escalated the ticket to a back-office team to contact our suppliers helpdesk. The request wasn't picked up by this team at the time I saw your post today, so I chased this up with our suppliers instead to avoid further delay. I can assure you we're doing all we can to get you online.

Re: Delayed activation

Barbie1968 — Tue, 11 Oct 2022 11:51:32 GMT

Engineer is here fingers crossed we're connected today

Re: Delayed activation

Gandalf — Tue, 11 Oct 2022 12:00:47 GMT

Nice! Let us know how it goes

Re: Delayed activation

Barbie1968 — Tue, 11 Oct 2022 15:09:43 GMT

Finally connected hopefully it stays that way.good luck to getting yours sorted hope it's soon

Re: Delayed activation

Gandalf — Tue, 11 Oct 2022 15:11:27 GMT

That's good to see @Barbie1968 and thanks for the update.

Re: Delayed activation

Ashphoa — Wed, 12 Oct 2022 07:22:16 GMT

@Gandalf

What excuse have we got today ? Clocks ticking less than 24hrs till I cancel now...

Re: Delayed activation

Gandalf — Wed, 12 Oct 2022 07:44:04 GMT

Morning. I have raised an escalation (ref: C50857774) with our suppliers as I see the order's still stuck in the supplier systems. I am doing everything possible to get you online as soon as I can. Once I have a response from the escalation team, I'll be sure to let you know, thank you for your patience. Really sorry again for the inconvenience.