topic Re: Activation of Line in My Order

Activation of Line

jaket — Wed, 15 Nov 2023 12:03:26 GMT

Hello, I have my Router, my activation date is tomorrow, can we do anything to get it up and running today do you think?

Re: Activation of Line

jab1 — Wed, 15 Nov 2023 12:07:28 GMT

Is your activation confirmed for tomorrow? If so, that is when it will happen.

Re: Activation of Line

jaket — Wed, 15 Nov 2023 12:09:48 GMT

I have seen other posts from people saying they can have their broadband turned on early if they notify plusnet the hub is there. Also that the activation date is actually some time the day before any way so just wanted to check as having no internet for so long has been a pain.

Re: Activation of Line

jab1 — Wed, 15 Nov 2023 12:12:19 GMT

You could always plug the Hub in and see what happens.

Re: Activation of Line

jaket — Wed, 15 Nov 2023 12:19:22 GMT

The Router element works, just no connection to the internet

Re: Activation of Line

jab1 — Wed, 15 Nov 2023 12:24:44 GMT

What colour/state is the Hub light?

Re: Activation of Line

jaket — Wed, 15 Nov 2023 12:32:32 GMT

The hub has a solid orange light and the b flashes red

Re: Activation of Line

jab1 — Wed, 15 Nov 2023 12:37:16 GMT

OK. If your activation day is tomorrow, then it will, or should, come on line any time up to 23.59 tomorrow - if it doesn't, post back.

Re: Activation of Line

jaket — Wed, 15 Nov 2023 12:48:15 GMT

Thank you, will keep my fingers crossed!

Re: Activation of Line

jaket — Fri, 17 Nov 2023 16:56:05 GMT

So, it looks like my optimism was misplaced. Turns out there have been more delays, another two weeks without internet. order placed 3 weeks ago, another two to go, but I have heard it all now! At least 6 people at plusnet have 'resolved' the problems, seemingly creating more each time.

Re: Activation of Line

jab1 — Fri, 17 Nov 2023 16:58:25 GMT

Have they told you what the 'problem' is? Unlikely, I know, but it would be good if they kept the customer properly informed.

Re: Activation of Line

jaket — Fri, 17 Nov 2023 17:01:42 GMT

The first one was they sold the wrong package as they thought fibre was available and it wasn't. Then they set it up to the wrong address (our neighbours were cut off too), then apparently openreach cancelled the order, then they ordered a whole new line despite there being an active line, now the order needs to be re-placed gotta start the whole 10 working days again as it's classed as a whole new order taking over the existing line and their hands are tied as apparently it HAS to take 10 days cos openreach say so.

Re: Activation of Line

jab1 — Fri, 17 Nov 2023 17:06:04 GMT

So, and I am not surprised, incompetence from PN, and the customer has to suffer the inflexibility of Openreach (previously known as Post Office Telephones).

You have my sympathy, and I'm sorry I can't offer any suggestions of how to improve the situation.

Re: Activation of Line

RealAleMadrid — Fri, 17 Nov 2023 18:54:32 GMT

@jaket A terrible story of Plusnet and Openreach incompetence, make sure you get the full amount of compensation for the delayed service.

Re: Activation of Line

jaket — Thu, 30 Nov 2023 10:58:16 GMT

Thank you both for your messages, appreciate the sympathy, still no internet. For all the calls and time I've spent resolving it I feel like they should have paid me a wage to set it up!

Re: Activation of Line

adamwalker — Thu, 30 Nov 2023 11:15:19 GMT

Hi @jaket I'm really sorry for the delays, I've just checked your account and can see everything is set to go live tomorrow.

I'll check back on this then to follow things up in case there's any further issues.