topic Activating early in My Order

Activating early

Davidgardener1 — Sun, 09 Jun 2024 09:03:27 GMT

Hello I know this is a long shot but is it possible to get my broadband activated early as we work from home and need internet. The router has arrived and set up with a solid orange light.

Re: Activating early

jab1 — Sun, 09 Jun 2024 09:07:02 GMT

@Davidgardener1 Which service are you taking, and have you been given an a confirmed activation date?

Note that the Help Team rarely work these forums over the weekend.

Re: Activating early

Davidgardener1 — Sun, 09 Jun 2024 09:21:34 GMT

I have and activation date of 12th June and have got the fibre 74 service

Re: Activating early

jab1 — Sun, 09 Jun 2024 09:34:26 GMT

I'm assuming this is the FTTC service, not Full Fibre. If so, I doubt it will be possible to bring it forward, as this date will have been determined by engineer availability to make the required changes/connections at the fibre cab.

Re: Activating early

Davidgardener1 — Sun, 09 Jun 2024 09:39:12 GMT

Yeah I think it’s the fttc service as we don’t have full fibre yet.

Re: Activating early

Davidgardener1 — Sun, 09 Jun 2024 10:07:58 GMT

It’s saying we have broadband signal just no internet

Re: Activating early

jab1 — Sun, 09 Jun 2024 10:10:36 GMT

A question I meant to ask - is this a completely new installation, or a move from a previous provider?

Re: Activating early

Davidgardener1 — Sun, 09 Jun 2024 10:35:19 GMT

It’s been switched from a different provider but they stopped the broadband about 3weeks ago

Re: Activating early

jab1 — Sun, 09 Jun 2024 10:40:57 GMT

Interesting. Did you tell your previous ISP you were moving, or did you leave it to Plusnet to arrange? It sounds like you told the pevious supplier, as if you didn't, their service would continue until the switch to PN was completed. Who was your previous ISP?

Re: Activating early

Davidgardener1 — Sun, 09 Jun 2024 11:07:55 GMT

No they where trying to charge me a fortune so I told them to not renew and they stopped the broadband and closed the account

Re: Activating early

jab1 — Sun, 09 Jun 2024 11:16:41 GMT

Ah, that explains everything. You should have placed an order with PN and continued at the out of contract price with them until you got switched, under the 'Gaining Provider Led' regulations. The fact that you cancelled directly with them introduced a mandatory 10-day hold before PN could place an order with OpenReach for the switch, and then once they had done that, they had to wait for OR to make the necessary changes.

You should find that the service will go live on the given date, but it may be up to 23.59 before it becomes fully operational.

Re: Activating early

Davidgardener1 — Sun, 09 Jun 2024 12:49:06 GMT

The previous company hasn’t been connected for 3 weeks and they closed the account at the same time so it’s been way past the ten days and I ordered Plusnet on the 7th June

Re: Activating early

jab1 — Sun, 09 Jun 2024 12:52:25 GMT

So, you ordered the PN service Friday, they sent the router the same day, and they are connecting you five days later - in my book, that is more than you can expect - in fact I'm amazed at the turn-round.

Re: Activating early

dvorak — Sun, 09 Jun 2024 15:51:53 GMT

Moderators Note

This topic has been moved from Broadband to My Order