topic Re: Order delayed - No information from Plusnet in My Order

Order delayed - No information from Plusnet

AJ_777 — Thu, 09 Feb 2023 12:43:07 GMT

I signed up for Plusnet (FTTC) on the 1st February, got a useless text about an order delay on the 2nd February, a welcome letter a few days later, but no information confirming the date of activation.

I see from the forum this is a common issue, but won't give new (or future) customers much confidence in Plusnet.

Looking at PN Tickets and the last activity was someone putting the ticket on hold for a day, no new information.
Can someone please look at my order and see what's happening. Thanks.

Re: Order delayed - No information from Plusnet

csmith94 — Thu, 09 Feb 2023 19:30:48 GMT

Hi @AJ_777

Thanks for getting in touch, hope you're doing well

Sorry to see you're having some trouble with your order, checking over your account this is currently processing through and an activation date will be confirmed within 24 - 48 working hours. I can also see my colleagues have been sending emails so if you aren't receiving these, ensure you're opted into emails so they can be received.

Re: Order delayed - No information from Plusnet

AJ_777 — Tue, 14 Feb 2023 12:12:24 GMT

I've opted in to emails, so will see if that works. Still no activation date from Plusnet, only an email from BT saying my phone line will switch on the 24th Feb (is this the start of more problems...😒).

What's happening with my order please?

Re: Order delayed - No information from Plusnet

adamwalker — Tue, 14 Feb 2023 14:45:42 GMT

Hi there, I'm sorry you've not heard anything further from us about your order. I've just looked into it and I need to respond with some account sensitive information so I've added a support ticket to your account which you can check here: https://www.plus.net/wizard/?p=view_question&id=231185247

Adam

Re: Order delayed - No information from Plusnet

AJ_777 — Tue, 14 Feb 2023 15:23:09 GMT

Still not getting email notifications from ticket, community email notifications work fine.

To answer the ticket, yes please switch my order to Unlimited (ADSL) Broadband, hopefully that then goes smoother.

Re: Order delayed - No information from Plusnet

adamwalker — Tue, 14 Feb 2023 15:39:45 GMT

Thanks, I'd just need you to add a comment to the ticket for the same before I can get the ball rolling. Can you post back here once you've done that please?

Re: Order delayed - No information from Plusnet

AJ_777 — Tue, 14 Feb 2023 15:44:53 GMT

I've commented on the ticket too now.🤞

Re: Order delayed - No information from Plusnet

adamwalker — Tue, 14 Feb 2023 16:14:26 GMT

Cheers for that, I've placed the new orders for you and I should be able to confirm the activation date tomorrow so I'll get back to you then.

Re: Order delayed - No information from Plusnet

adamwalker — Wed, 15 Feb 2023 10:46:48 GMT

Hi there, I've checked back on your orders and the line and broadband are due to go live on 28/2/23.

Adam

Re: Order delayed - No information from Plusnet

AJ_777 — Wed, 15 Feb 2023 13:33:22 GMT

Thanks, good to know. Will the price difference from my initial payment be refunded, also will I still get the £50 reward offered when I joined?

Re: Order delayed - No information from Plusnet

adamwalker — Wed, 15 Feb 2023 13:50:59 GMT

I can either refund the difference in price or credit it off of your next bill if you prefer. Please let me know which would be best for you.

You'll definitely get your reward card too, the way that works is you'll get an email within the first 10 days after the connection goes live and that will contain a link to click on to redeem it.

Adam

Re: Order delayed - No information from Plusnet

AJ_777 — Wed, 15 Feb 2023 14:18:51 GMT

Thanks, credit off my next bill should be fine.

Re: Order delayed - No information from Plusnet

adamwalker — Wed, 15 Feb 2023 15:27:25 GMT

Thanks a lot, I've just tried to do that now and it looks like we'll need for the connection to go live first. Once it has I'll credit the following bill for you.

Re: Order delayed - No information from Plusnet

AJ_777 — Fri, 24 Feb 2023 12:24:48 GMT

With my activation happening on Feb 28th, can anybody confirm if my router has been sent out/or is getting ready to be sent?
My dashboard Broadband Order Tracker refers to old invalid order and hasn't updated, I haven't seen any tickets saying router sent and I don't receive KCI emails (only ever received initial signup email).

Thanks

Re: Order delayed - No information from Plusnet

csmith94 — Fri, 24 Feb 2023 15:02:09 GMT

Your router has been ordered @AJ_777 and this will be arriving on Monday/Tuesday with Royal Mail. They're tracked so if you don't get the tracking email, drop us a message and we'll be able to do this for you if it's not with you by Tuesday.

Re: Order delayed - No information from Plusnet

AJ_777 — Wed, 01 Mar 2023 14:38:34 GMT

No surprise, plusnet fail again.
Router has yet to arrive, no text or email to say I’m activated.
I now have no internet and my old router won’t connect to plusnet credentials.
My landline appears to work, but after checking my number has been changed! Someone needs to look at my account and confirm it is active and my landline number needs to be restored to original.

Look forward to this being resolved rapidly.

Re: Order delayed - No information from Plusnet

adamwalker — Wed, 01 Mar 2023 16:09:37 GMT

Not good, I'm really sorry that the connection hasn't gone live yet, I've just chased this up with Openreach and there's been a delay due to a system issue. They're putting that right for us and it should go live by tomorrow. I know that will mean you could be without a connection for much of today and so we're really sorry for the hassle and I'll make sure we factor that into a good will gesture for you once it's gone live by way of an apology.

I've checked on the router order and tracking shows that we dispatched it yesterday and that should reach you today.

I need to apologise that we didn't communicate the temporary change of number with you too, this is sometimes necesary in order to transfer a line over, we then change the number back to the original afterwards. I've just placed the order for that myself now and that will change tomorrow for you.

Re: Order delayed - No information from Plusnet

AJ_777 — Fri, 03 Mar 2023 11:25:47 GMT

Day 4 and no internet and an increasingly annoyed plusnet ‘customer’.

Landline was switched back to correct number yesterday, txt telling me this had wrong info though.

Hub2 much like the other router I’ve tried sits on and an orange light, as it can’t authenticate my account, probably because you have failed to activate it STILL.

When is my internet going to actually work?! It has ruined my ability to do my daily tasks and work.

Re: Order delayed - No information from Plusnet

csmith94 — Sat, 04 Mar 2023 11:25:15 GMT

@AJ_777 I've made some changes to your account which will allow you to connect to broadband, give your router a restart to refresh the connection. If you're still unable to connect, follow the below instructions -

1. Open your web browser (Internet Explorer, Chrome, Firefox)

2. Please type 192.168.1.254 into the URL address bar

3. You should then see the Plusnet Hub One screen; Click 'Advanced Settings' the third option at the top.

4. Enter the Admin password located on the card on the back of your router or on the sticker on the bottom of the hub (this is case sensitive, so please type exactly as it appears).

5. Click 'Continue to Advanced Settings'

6. From the drop-down menu in the advanced settings please select 'Broadband'.

7. In the bottom right hand corner if the button says 'Connect' please do not click this and skip to option 8, if however it says 'Disconnect' then please click the button and wait 30 seconds for the next options to appear.

8. Under the 'Connection Information heading you'll see there is and option for 'Broadband username' and 'Password'; Please configure your router with the following and then click connect:

Broadband username: username@plusdsl.net (This is your username for the Plusnet account)
Password: Your account password (Used to log into our member centre)

9. After a few minutes the strip light on the front of your hub should go Blue and you should be online.

TROUBLESHOOTING

If at the point of step 7 you cannot see a connect or disconnect option in the right hand corner then you need to temporarily disconnect the RJ11 cable (internet cable) from the Grey DSL port and after a few seconds the option should appear. carry on with the steps but before you click connect again re plug the cable back into the router.

Re: Order delayed - No information from Plusnet

AJ_777 — Sat, 04 Mar 2023 16:57:18 GMT

Well done, I finally have internet and will mark this thread as fixed.

Logging in to plusnet website dashboard I see my phone line on your system is the correct number (the automated text/email quoted the temporary one).

Can my dashboard info be updated to show the correct package (and price) I'm on rather than incorrect Unlimited Fibre Extra.