topic Re: Delayed Activation in My Order

Delayed Activation

harryelli5 — Mon, 18 Sep 2023 08:36:18 GMT

Good morning,

Last night I placed an order for the Full Fibre 300 package with a selected activation date of 30/09/2023. I was informed that the service can be remotely configured, and thus an engineer visit is not required. However, today I have received a text stating that an engineer appointment is booked in and my activation has been delayed until 10/10/2023. This is a whopping 10-day delay, on top of the 12 days of notice already provided.

I work from home and will require this service to be activated on the requested 30/09/2023. The reason I went with this service in the first place was because it was stated that the broadband would be activated within 3 days and that an engineer would not be required. Why has this been delayed to such an extent?

Many thanks,

Harry

Re: Delayed Activation

harryelli5 — Mon, 18 Sep 2023 08:41:49 GMT

For additional materials, please see the below:

Screenshot of the delayed date and a confirmation that this can be set up remotely:

Screenshot of 3-day setup time when ordering a package:

Re: Delayed Activation

Baldrick1 — Mon, 18 Sep 2023 12:51:57 GMT

@harryelli5

Did you by any chance tell your current ISP that you were leaving? If so they may well have cancelled the service and by doing so the Plusnet order to take over the working line, causing this delay.

Re: Delayed Activation

MatthewWheeler — Wed, 20 Sep 2023 09:40:34 GMT

Hi @harryelli5

I'm sorry to hear about the delay to your order.

Looking at the notes it looks like Openreach has advised they've been unable to test the Openreach ONT at the property which usually means it's either turned off or removed.

Can you confirm if this is the case?