topic Reactivate cancelled broadband ? in My Order

Reactivate cancelled broadband ?

asmamg28 — Wed, 11 Oct 2023 21:21:11 GMT

Hi,

I rang Plusnet earlier to have my broadband cancelled as I was switching to another provider. Their activation day was today. However, we never received their router etc so of course cannot connect to anything.

The plusnet service is due to end this midnight. But unfortunately I cannot activate the service. Also, once I got in touch about cancellation I got an update about a renewal offer - I went through it and it was an impressive price so I accepted the renewal and decided to get in touch with my new provider to cancel with them.

So I can stay with plusnet. However, the problem is that of course lines are now closed. Also, when I renewed the contract I got notified saying it will commence on the 8th of November.

Like this is a long wait. Had I been notified about an offer earlier I would have stayed on. Is it possible to have my broadband reinstated and then the contract can commence from the date they have given for the contract?

I’m feeling extremely stressed out! I need the internet for work purposes - as I also work from home.

Otherwise I’ll have to chase up the new provider and just go with them. But I hope that plusnet can sort something out.

Re: Reactivate cancelled broadband ?

Shep41 — Wed, 11 Oct 2023 21:26:17 GMT

Did you cancel your broadband with Plusnet? As doing this would put a cease on the line and no other provider that use the openreach network would be able to place an order straight away untill the cease clears . The best way to change providers is find a provider that you want to use (gaining provider ) and they would take care of the transfer .

Re: Reactivate cancelled broadband ?

asmamg28 — Wed, 11 Oct 2023 21:30:31 GMT

Yes I rang them to cancel as I was switching to Virgin Media. I have not yet switched to them as a change of mind - so I have not set up their equipment or requested an activation yet. So basically there’s been no transfer of providers yet.

Re: Reactivate cancelled broadband ?

Baldrick1 — Thu, 12 Oct 2023 06:24:16 GMT

@asmamg28

Ring the Customer Options Team directly on 0800 013 2632 and speak to them. They should be able to get you back on line without a long delay.

Re: Reactivate cancelled broadband ?

Anonymous — Thu, 12 Oct 2023 07:57:19 GMT

@asmamg28

I know that hindsight is a wonderful thing, but what you could have done, (and what I was planning to do when I was thinking about changing to a non-Openreach based provider), was to wait until the Virgin Media service was installed and running properly - and then cancel with Plusnet.

You would have to give Plusnet notice, which would mean that you would have VM and PN internet both running for a while.

Technically this isn't a problem, but you would be paying 2 suppliers for a month or so. However as the internet is so important to you, I'm guessing that won't be an issue?

Also, as a reliable internet connection is so important to you, do you have a back-up plan ready for when, (almost), inevitably your main connection goes faulty? Using a mobile phone as a WiFi hotspot might suffice if it gives you a good enough speed - but test it in advance and be prepared! 😉