topic Re: Completion date deleyed in My Order

Completion date deleyed

grazm78 — Sun, 21 Jan 2024 12:09:26 GMT

I am currently switching from BT to Plusnet and thought it would be a smooth transition but for some reason my even though my completion date was supposed to be yesterday, I am still without a working broadband. I feel disappointed as I used to be with Plusnet and the service was great then so I don't understand why this complication was caused.

Re: Completion date deleyed

jab1 — Sun, 21 Jan 2024 12:14:35 GMT

@grazm78 Are there any tickets/questions (open or closed) on tour account, or any details on your order tracker?

Re: Completion date deleyed

grazm78 — Sun, 21 Jan 2024 12:30:36 GMT

The only information I have is that there is currently a delay with my installation and that they are working to sort it all out.

Re: Completion date deleyed

jab1 — Sun, 21 Jan 2024 12:35:20 GMT

Ah, so it sounds like BT/Openreach have hit one of their 'problems' - unfortunately you will just have to wait until that monolith sorts itself out.

Re: Completion date deleyed

MatthewWheeler — Tue, 23 Jan 2024 13:10:42 GMT

Hi @grazm78

I'm sorry to hear this happened.

Are you up and running now?

If not drop me a PM with your username and I'll take a look

Re: Completion date deleyed

grazm78 — Sat, 27 Jan 2024 12:14:29 GMT

It's been a week since my broadband was supposed to be connected yet I am still without any internet. Really great service from Plusnet.

Re: Completion date deleyed

jab1 — Sat, 27 Jan 2024 12:32:59 GMT

@grazm78 Have you sent the information you were asked for?

Re: Completion date deleyed

grazm78 — Sat, 27 Jan 2024 13:05:38 GMT

Sorry, but no one asked me to send any information and no one clarified what sort of Information I needed to send and where.
I got a PM two days ago and was assured that my order is completed and my broadband was due to be activated within 24-48h.

Re: Completion date deleyed

jab1 — Sat, 27 Jan 2024 13:13:17 GMT

See post #5 above. As I’m not PN staff I can’t answer anything else.

Re: Completion date deleyed

grazm78 — Sat, 27 Jan 2024 13:27:44 GMT

Oh you meant my username yes I sent it.

Re: Completion date deleyed

jab1 — Sat, 27 Jan 2024 13:36:57 GMT

@grazm78 When you say your service isn't live, have you tried it?

Re: Completion date deleyed

grazm78 — Sat, 27 Jan 2024 14:01:38 GMT

Router is connected and it has an orange light but I think should've received a message from Plusnet stating that the broadband is activated but I haven't received anything like that yet.

Re: Completion date deleyed

jab1 — Sat, 27 Jan 2024 14:04:59 GMT

You don't - unfortunately - always get that message. Try resetting the Hub - push a paper clip or similar into the reset hole on the back of the Hub, keep the switch closed until the light turns green, release and wait about 5 minutes. What happens?

Re: Completion date deleyed

MisterW — Sat, 27 Jan 2024 14:12:43 GMT

Router is connected and it has an orange light

Solid orange or flashing ?

Re: Completion date deleyed

jab1 — Sat, 27 Jan 2024 14:16:50 GMT

Ooops - maybe I should have asked that.

Re: Completion date deleyed

grazm78 — Sat, 27 Jan 2024 14:47:56 GMT

I tried to reset the hub but unfortunately I have solid orange light.

Re: Completion date deleyed

jab1 — Sat, 27 Jan 2024 14:51:50 GMT

Sorry to hear that, @grazm78 . What username/password is showing on the Hub? This may be a red-herring, maybe @MisterW can advise further?

Re: Completion date deleyed

MisterW — Sat, 27 Jan 2024 15:01:12 GMT

I tried to reset the hub but unfortunately I have solid orange light.

Did it initially go blue for a while and then change to orange, or straight to orange ?

Re: Completion date deleyed

grazm78 — Sat, 27 Jan 2024 15:21:29 GMT

The light goes straight to solid orange and I checked both the username and password as well and they seem be ok.

Re: Completion date deleyed

MisterW — Sat, 27 Jan 2024 15:34:05 GMT

Ah! ok , so that means BTWholesale/Openreach haven't completed the provisioning then. If it was just a PN account not active problem , then it would have connected via the 'setup' userid but not authenticated with your correct account details.

I got a PM two days ago and was assured that my order is completed and my broadband was due to be activated within 24-48h.

'due to be activated' and actually activated seem to be two completely different things as far as BTw/OR are concerned I'm afraid...