topic Delay With Your Installation in My Order

Delay With Your Installation

mburdett555 — Tue, 23 Jun 2026 08:49:01 GMT

Good Morning

Few weeks ago we moved from BT (quoting £50+) to Plusnet Fibre 74 with a Plusnet Hub Two DSL.

Last week our activation was due but didnt activate, so logged in to find "We're really sorry there's been a delay with your activation" - completion date 23rd June.

The Plusnet member hub page says "It will automatically connect so you'll only have to connect your wireless devices".

I have turned the hub on this morning, I have a blue disc light, and my devices say "Connected: No Internet Access".

Can I expect this to be completed today? Or are there any settings on the hub admin I need to change?

Re: Delay With Your Installation

markhawkin — Tue, 23 Jun 2026 09:24:47 GMT

The migration may not have happened.

It's worth putting the BT router back and seeing if that still works.

Re: Delay With Your Installation

mburdett555 — Tue, 23 Jun 2026 09:30:02 GMT

Unfortunately that's no longer possible as the equipment has been sent back to avoid over £100 in fees. The BT ended last week as the provider rollover, but the unforeseen delays have meant I've been using my 100gb Giffgaff data to see me working from home +.

Didn't see this coming and it's quite annoying really.

£50 for BT was definitely excessive given I only use broadband and get over 100gb on my Giffgaff mobile plan for £12 per month. I'm no cheapskate and Plusnet wasn't my first choice but I don't have full fibre availability.

Re: Delay With Your Installation

corringham — Tue, 23 Jun 2026 09:28:33 GMT

@mburdett555 wrote:

completion date 23rd June.

The 23rd runs until 23:59, so it may still complete on the specified day. I've heard that it is sometimes late in the day that activation happens, presumably when some system settings are updated.

Re: Delay With Your Installation

mburdett555 — Tue, 23 Jun 2026 09:30:45 GMT

Thanks for clarifying. Will see what happens.

Re: Delay With Your Installation

markhawkin — Tue, 23 Jun 2026 09:50:07 GMT

I suspect that for some reason your BT service is still live.

I can't see what the hold up has been given that all it will be is Openreach processing a configuration change but there seems to have been a hold up.

Assuming it was a "one touch switch" and you didn't seperately cancel BT and order Plusnet, the idea is that the old service continues until the new one starts.

I've never tried this but I suspect if you have a live BT "domestic" service you could try entering the generic BT credentials into the Plusnet Hub.

They seem to be

Username bthomehub@btbroadband.com

Password BT

I wouldn't try this until tomorrow to allow a chance for the Plusnet service to go live.

When the Plusnet service goes live you would need to reset the Plusnet hub and it should automatcally pick up the Plusnet credentials (which are not generic).

Re: Delay With Your Installation

mburdett555 — Wed, 24 Jun 2026 05:14:44 GMT

Very surprised this morning to see that having passed the delayed start date, the service still isn't live. Looks like I'll be calling up after work.

Re: Delay With Your Installation

dvorak — Wed, 24 Jun 2026 09:10:56 GMT

Moderators Note

This topic has been moved from Broadband to My Order

Re: Delay With Your Installation

doas — Fri, 26 Jun 2026 14:53:02 GMT

How well does it work via giff gaff? I have come to thee dn of my contract but so far there have been 2 failed attempts to get a new order set up with inexplicable delays and contradictory messages. Lesson learned - never give good feedbck until you have seen the actual service live and functioning. Considering other options as thi is not good service.

Re: Delay With Your Installation

mburdett555 — Fri, 26 Jun 2026 14:54:38 GMT

I've been given a new live date (next Tuesday) after speaking on the phone. Problems with BT migration.
Giffgaff runs fine, no problems. Got my smart TV connected and no issues streaming.

Re: Delay With Your Installation

doas — Fri, 26 Jun 2026 14:57:03 GMT

Could they explain what problems with migration? Wondering if there is any link between why both my orders have failed. One note on the tickets said that they had no record of it! (Despite me being sent activation date confirmations).

Re: Delay With Your Installation

mburdett555 — Fri, 26 Jun 2026 14:59:32 GMT

No explanation other than what someone mentioned above that the BT line was still live and the hub should have connected without issue. They told me to contact sales and set up a new account. Now waiting until Tuesday. Woman on the phone did somethings, called open reach, but I'm still not exactly sure what went wrong. Apparently lots of issues.