topic Re: Order stuck on "activating your line" in My Order

Order stuck on "activating your line"

tomb1n0 — Tue, 06 Jun 2023 10:09:29 GMT

Hi There,

Moved into a new house yesterday, and i'd organised to have the internet go live on the 5th June 2023. I've plugged the router in and updated my password etc on the router to my account details however it hasn't come up yet.

The Hub Two router itself has a blue light, and the router status says connected, however i get no connectivity.

Checking on the order tracker, it's stuck on "Step 5: Activating your line". It's also showing "{strCustActivationDate}" against the activation date?

Not sure if i've done something wrong here or if the line just hasn't gone live yet?

Cheers!

Re: Order stuck on "activating your line"

dvorak — Tue, 06 Jun 2023 10:53:26 GMT

Moderators Note

This topic has been moved from Broadband to My Order

Re: Order stuck on "activating your line"

tomb1n0 — Thu, 08 Jun 2023 08:12:01 GMT

Ended up phoning up on the 6th and my order had been rejected so i've had to go through the order process again.

Really hope it all goes through soon - i work from home and currently having to use my mobile data which isn't ideal

Re: Order stuck on "activating your line"

tomb1n0 — Fri, 09 Jun 2023 09:48:44 GMT

Phoned up again yesterday (8th) as i saw there was a question on my account stating the the new order had been rejected

Now placed an order again - apparently there was issues tracking down the number to the line? Explained i don't really care about retaining the number, i've just moved in so have no interest in keeping it. I also likely won't use the landline anyway.. Have been given a completion date of the 21st for the phone line.

At this point i have to say the general experience has been very frustrating - why have i had to do so much chasing to figure out what's going on? I don't have much confidence that my internet will be live this month, i'm dreading this order being rejected and having to wait the 10 working days again.

Re: Order stuck on "activating your line"

shazzbot — Fri, 09 Jun 2023 10:23:56 GMT

Never mind, I see you have got a reply back

Re: Order stuck on "activating your line"

tomb1n0 — Fri, 09 Jun 2023 11:15:49 GMT

Hey @shazzbot ,

I've configured the router with the correct details, i.e. myusername@plusdsl.net and my account password.

I think the issue is more fundamental in that the phone line is still connected to BT's systems rather than Plusnet

Edit: Realised i hadn't mentioned yet, but the previous Tenant's had internet with BT. They have cancelled with BT etc already.

Re: Order stuck on "activating your line"

shazzbot — Fri, 09 Jun 2023 11:19:34 GMT

okie dokie Hope you get it sorted soon

Re: Order stuck on "activating your line"

MisterW — Fri, 09 Jun 2023 11:25:15 GMT

Edit: Realised i hadn't mentioned yet, but the previous Tenant's had internet with BT. They have cancelled with BT etc already.

Ah! that will likely mean there is a 'cease' order on the line. Until that completes, no other ISP can place an order.

Re: Order stuck on "activating your line"

tomb1n0 — Fri, 09 Jun 2023 11:34:33 GMT

Potentially, however nothing like that has been communicated to me. I've had to phone up each time i've happened to notice the order was rejected, it looks like nothing proactive (or at least feels that way) is being done to ensure service goes live.

Re: Order stuck on "activating your line"

MatthewWheeler — Fri, 09 Jun 2023 12:35:29 GMT

Hi @tomb1n0

I'm sorry to hear about the issues with your order.

From looking at the account it looks like the previous orders kept on failing due to a delayed cease on the line.

My colleague replaced the orders yesterday and all being well we should have a further update in the next 24 hours

Re: Order stuck on "activating your line"

tomb1n0 — Fri, 09 Jun 2023 12:39:34 GMT

Hi @MatthewWheeler,

Thanks for that, very much appreciated

Re: Order stuck on "activating your line"

bill888 — Sat, 10 Jun 2023 13:08:13 GMT

@tomb1n0

fwiw, you can check if it is still connected to BT, by entering the default login details for BT broadband into your hub two......

username: bthomehub@btbroadband.com

password: BT

Re: Order stuck on "activating your line"

tomb1n0 — Sat, 10 Jun 2023 13:42:07 GMT

Hey @bill888

Wow, yep that worked!

As it’s working, am I likely to incurr charges with BT or something if I use it like this?

Re: Order stuck on "activating your line"

bill888 — Sat, 10 Jun 2023 13:56:26 GMT

You don't have a contract with BT so I can't see how BT can demand any payment from you. The service may stop at any time of course, at which point you can try entering your Plusnet details to restore the broadband service.

Note BT and Plusnet are all part of same group.

If I'm wrong, no doubt a legal eagle will correct me.

Re: Order stuck on "activating your line"

MisterW — Sat, 10 Jun 2023 14:04:07 GMT

The previous tenant will have been charged for the BT service up to the point where it ceases. At that point Plusnet will be able to place an order for your services. I'm afraid it will likely take a few days to get the services active again.

Re: Order stuck on "activating your line"

tomb1n0 — Tue, 13 Jun 2023 10:22:53 GMT

Been a couple days since i last posted.

Unfortunately it doesn't look like there's been any meaningful progress. Couple more orders have been placed which have all been rejected. Honestly this is getting pretty frustrating now. I've managed to get the previous Tenants BT broadband working, but who knows how long that's going to continue working for. I'm honestly terrified that it's going to get disconnected any minute, then i'm going to be without broadband for weeks

Re: Order stuck on "activating your line"

Mustrum — Tue, 13 Jun 2023 11:01:34 GMT

@tomb1n0 that actually is good news. From memory I beleive BT requires 30 days notice to cancel a line and broadband, and as the way systoms work no other supplier can place an order on that line until the cease completes.

It sounds like the previous tenant did not place the order until very close to when they left. A bit late now, but had you known when you were moving in and got an order in before the cease was issued the delay could have been avoided as you would have been able to take over that line on the date you wanted. something worth knowning if/when you move again.

HTH

Re: Order stuck on "activating your line"

tomb1n0 — Tue, 13 Jun 2023 11:04:08 GMT

Hey @Mustrum ,

So i got the initial order in on the 23rd May, i figured that was going to be plenty of notice as we were moving in on the 5th June

Re: Order stuck on "activating your line"

Mustrum — Tue, 13 Jun 2023 11:14:24 GMT

@tomb1n0 well I would take that as more good news, as I would think the cease must have been placed before the 23rd, so at worst PN should be able to get orders placed before the end of next week - that being the worst case 30 days.

It is just a shame this level of detail is not made available when you speak to PN.

Alas you will lose your BT connection, and it will take a few days to get you back and on a PN connection.

Re: Order stuck on "activating your line"

MatthewWheeler — Tue, 13 Jun 2023 11:46:17 GMT

Really sorry to see this is still ongoing @tomb1n0

I can see our Customer Assist Team are on the case and are chasing Openreach up today to find out what's happening.

As soon as we know more we'll be in touch