topic Re: Not received broadband in My Order

Not received broadband

Freeman8842 — Mon, 26 Jun 2023 00:11:58 GMT

Hi,
The previous broadband (Plusnet) has been disconnected in my property (had to set up a new one due to personal reasons) and my new one contract is meant to start today. I had an email when I ordered (12/06/23) to say that the order was due to be completed on 26/06/23 (i.e. today). However I have received no word of the new router being sent out for delivery and I am in desperate need of the internet for work.
Could someone please confirm what is going on and when I will receive the new router? Looking through the Community this seems to be a recurring problem and I cannot afford to be spending money on a service that is not delivering what was promised.
Regards.

Re: Not received broadband

jab1 — Mon, 26 Jun 2023 05:21:33 GMT

@Freeman8842 Are you saying you previously had a Plusnet connection, but for some reason the account was cancelled and you have now started a new contract , again with Plusnet? If so, your original Hub will work on this new account. If you wish to track the progress of this new order, log into the new account and track actions through that.

Re: Not received broadband

Freeman8842 — Mon, 26 Jun 2023 05:28:29 GMT

That is exactly it. I still have the previous Plusnet router. Could you please advise me on how to connect this to the new internet? It is still plugged in but the orange light and the red 'b' are currently showing. There is a Plusnet name on the list of connections but I think this is the old one and it is not letting me connect.

Re: Not received broadband

jab1 — Mon, 26 Jun 2023 05:32:23 GMT

Have you been advised that the new service is active. From your description it appears that it is not. The Plusnet 'name' on the list of connections should correspond with that shown on the back/bottom of your Hub.

Re: Not received broadband

Freeman8842 — Mon, 26 Jun 2023 05:43:59 GMT

The only email I have had specifying the date was when I bought the contract on 12/06/23. It said today was the estimated completion date. That has been all I have heard abou the broadband connection. The previous internet connection cut off at midnight.
My Plusnet login mentions the phone line for the property. I did receive a letter the other day saying that the phone line was being taken over and that I didn't need to do anything. There is nothing else to specify how far along my order is.

Re: Not received broadband

jab1 — Mon, 26 Jun 2023 05:48:04 GMT

AS I am not PN staff, so don't have access to your account details, can I respectfully suggest that you call PN (0800 432 0200) after 8AM and ask them. Does you phone work?

Re: Not received broadband

Baldrick1 — Mon, 26 Jun 2023 06:45:07 GMT

Moderator's Note

This topic has been moved from Broadband to My Order

Re: Not received broadband

Freeman8842 — Mon, 26 Jun 2023 10:11:42 GMT

Thanks will try that. Funnily enough, since then I have received an email about phone line having been set up and the broadband being ready by midnight tonight. Still the issue though of no word of a router. But from what you said I can still use the old one correct?

Thanks again

Re: Not received broadband

jab1 — Mon, 26 Jun 2023 10:14:23 GMT

Yes - you can still use the 'old' router - which one is it? You may need to alter the username and password though, if this is a 'new' account.