topic Re: KevLFC: How long does it take to switch to plusnet ??? in Plusnet Feedback

KevLFC: How long does it take to switch to plusnet ???

KevLFC — Sun, 08 Jun 2014 23:51:45 GMT

Hi, i signed up for switch to plusnet on 12th may, i was informed the switch would happen on the 27th of may which was fine.
so my old provider disconnected me on the 27th as arranged, it is now"believe it or not" the 9th of june and still no active line but i have the modem... so no fone or internet since the 27th, not good for me as i need the internet for checking into work... so i've ended up paying for a fon since the 27th.
how many weeks does it usually take for the line to go active, anybody know ?
Thanks.
adie:green updated title

Re: KevLFC: How long does it take to switch to plusnet ???

dvorak — Mon, 09 Jun 2014 07:34:12 GMT

mod:note
split for better visibility.

Re: KevLFC: How long does it take to switch to plusnet ???

LinnPlusnet — Mon, 09 Jun 2014 09:25:30 GMT

Hi KevLFC,
I'm very sorry to hear that the orders have not yet completed.
I've given our suppliers a call and they've stated that there's a delay with the porting of your phone number from your previous provider. They have asked that we check back in 24 hours. I've created Ticket: 86814984 on your account for our Provisioning team to monitor and check back with our suppliers. They'll provide an update as soon as possible.

Re: KevLFC: How long does it take to switch to plusnet ???

KevLFC — Mon, 09 Jun 2014 21:01:21 GMT

thanks for the speedy response linn... line actually went active today (9thJune), but no broadband yet
just wanted to say thank you anyway for responding

Re: KevLFC: How long does it take to switch to plusnet ???

LinnPlusnet — Tue, 10 Jun 2014 09:18:04 GMT

Hi KevLFC,
Thanks for getting back to me. I'm glad to hear the phone line started working yesterday - I've spoken to our suppliers again this morning and they've advised that the order should complete in the next 24 working hours. Once it's complete the broadband order can be progressed. I'll keep my eye on it and as soon as the order reflects as complete we'll progress the broadband order.

Re: KevLFC: How long does it take to switch to plusnet ???

KevLFC — Thu, 12 Jun 2014 10:31:00 GMT

Hi, I still have no broadband.. to be completely honest im getting really frustrated with this now, how can this take over a month to prepare and put into place.

Re: KevLFC: How long does it take to switch to plusnet ???

Acassim — Thu, 12 Jun 2014 14:07:36 GMT

Hi Kev,
Apologies for the delay in getting back to you, the order has now been placed for the broadband service and should be active for you on the 19/06/14 as the line is now looking clear.
I'll update your support ticket to reflect the new orders and activation dates!

Thanks,
Adam C

Re: KevLFC: How long does it take to switch to plusnet ???

KevLFC — Thu, 12 Jun 2014 15:35:52 GMT

lol really, another week ? is this some sort of new customer joke you guys are playng on me and the broadband is actually working fine but im doing something wrong ?
im totally blown away at how long this has taken,.. nothing but disappointment and im not even up and running yet
i feel sorry for you guys moderating these forums, seems to be so many unhappy customers, but thank you for responding adam

Re: KevLFC: How long does it take to switch to plusnet ???

Acassim — Thu, 12 Jun 2014 16:22:40 GMT

No problem Kev,
I'm sorry that you've seen this delay with your order and you're absolutely right in saying that this disappointing. We do aim to get customers up and running as soon as we can but there seems to have been a few complication in your circumstance which have held things up.
We rarely see issues with porting numbers these days but this seems to have been the crux of the matter in this instance which has led to the unacceptable delays for us placing the orders.
In some instances we do see broadband activated early so it may be worth getting the router plugged in and ready although we can't promise anything. If you do see the DSL light become solid green then you can get in touch with us and we can manually force your account active early for you.

Again we're sorry about the delays,
Adam C

Re: KevLFC: How long does it take to switch to plusnet ???

KevLFC — Thu, 12 Jun 2014 17:07:24 GMT

Quote
In some instances we do see broadband activated early so it may be worth getting the router plugged in and ready although we can't promise anything. If you do see the DSL light become solid green then you can get in touch with us and we can manually force your account active early for you.

ooo i'll keep an eye on that thanks for the tip and again thanks for responding
jim:green quote fixed mod:end

Re: KevLFC: How long does it take to switch to plusnet ???

noname — Fri, 13 Jun 2014 04:04:12 GMT

Kev
28 WORKING days for a connection isn't the 5-7 working days they advertise.
Can you come back and let us know how long it did take to get fully up and working.
Thanks!

Re: KevLFC: How long does it take to switch to plusnet ???

adamwalker — Mon, 16 Jun 2014 12:24:54 GMT

Quote
28 WORKING days for a connection isn't the 5-7 working days they advertise.

Unfortunately sometimes orders can be subject to unforeseen delays such as the one experienced by KevLFC
In each case we'll do our best to push things forward as fast as possible and keep any individuals affected updates on the situation.
@KevLFC I note from checking your account that you're due to be connected on the 19th please drop us a reply back here if there are any issues following that date.
@noname I'm really sorry to see your order has been delayed too. I'll be looking into your issue shortly before replying back to your thread here: http://community.plus.net/forum/index.php/topic,128216.msg1114973.html#msg1114973
Adam

Re: KevLFC: How long does it take to switch to plusnet ???

KevLFC — Tue, 17 Jun 2014 05:54:39 GMT

Hi, well already i've recieved an email stating that it will now be anytime upto midnight on the 20th this is the last date i will take from plusnet, if its not sorted by this date i will be canceling the order sat morning... at the moment i honestly regret choosing plusnet for the switch, i dont think this could have possibly gone worse than it has and the funds ive had to use for a temp internet connection are as far as im conserned plusnets fault, ive payed for a fon now for nearly a month and mostly been a day to day use as ive had that many dates from plusnet it hasnt felt woth buying longer periods (which would have cost me less than half of what it has) with the false information and dates ive recieved.
what i do know is that i ordered a service, i was told it would take a period of time, which was 5-7 days from the 27may, it is now the 17 of june ?
the delays with ports etc i dont even understand what all that is but im pretty sure i could have learned how this is done, become a qualified technician, come to plusnet main office and done what was needed myself in the time its taken plusnet to do it.
iam not the type of person to come onto forums and i certainly dont speak badly of anyone in places like this but i do feel i got good responses from here and always within 24hrs which is why i tried to resolve this problem here...but still, i've ended up with all these delays.. pathetic
jim:quote

Re: KevLFC: How long does it take to switch to plusnet ???

LinnPlusnet — Tue, 17 Jun 2014 08:54:16 GMT

Hi KevLFC,
Sorry for any confusion caused around the date your broadband is meant to activate. I can confirm that the order is progressing with a scheduled completion date of 19/06/2014. As it can take up to midnight on this day for the broadband to go active we advise that it may not be until the next day that your account on our side activates - hence you receiving an email stating that your account may not be active until the 20th.
Hope this clears things up for you and if the broadband hasn't activated by the 20th please come back to us on here and we can get that looked into for you.

Re: KevLFC: How long does it take to switch to plusnet ???

KevLFC — Wed, 18 Jun 2014 23:36:40 GMT

ok linn thank you for clearing that up ... but i did recieve an email on the 12/6 saying
[quoteYour broadband order is now being processed.
Your service is due to go live on 20/06/2014. Your order could complete any time on this date, up to midnight.
If you've got any questions, please contact us using the Help Assistant:]
thank you for the fast response you are a good team on this forums regardless of what ive said and i understand use are just relaying information you guys recieve.
jst wanted to say that as there is a small few of proberly 1000s of customers that are unhappy and make use look bad here.
and as someone asked earlier if i'd come back when it was up and running, yep sure i will as soon as i notice its live.
dick:quote

Re: KevLFC: How long does it take to switch to plusnet ???

Acassim — Thu, 19 Jun 2014 08:56:46 GMT

Hi KevLFC,
Thanks for your kind words and feedback!
Glad we could clear the matter up and hope to see you up and running today

Thanks,
Adam C

Re: KevLFC: How long does it take to switch to plusnet ???

KevLFC — Fri, 20 Jun 2014 22:23:03 GMT

Hi, just to let use know, my order was completed on the 19/6 as the forum moderators said.
just wanted to say a big thanks to the mods here for your chasing my order up and gettin back to me everytime always with 24hrs and a thanks to Daniel [removed] who helped me set the broadband up on the 19/6... working great now
But lol.. it would seems providers like plusnet need to get a hold of the powers that be (cough OR) .. and try to get some control of the lines and a process for speeding these transfers up ... my switch has not been good because of problems created by mother/other companies but my personal experience with plusnet is i think they have a top customer service team but as i said, need to get some sort of control from OR without the big delays.
thank
[Moderator's note by Jim (Oldjim): Full CSA name removed as per the forum rules.]

Re: KevLFC: How long does it take to switch to plusnet ???

Oldjim — Sat, 21 Jun 2014 08:40:52 GMT

On behalf of the Moderators I would really thank you for the totally undeserved credit for this as we didn't do anything.
It was all down to the Digital Care Team so three cheers to them

Re: KevLFC: How long does it take to switch to plusnet ???

picbits — Sat, 21 Jun 2014 09:05:25 GMT

Thanks to the KevLFC for bearing with it all and not getting rude and abusive as some customers seem to get.
Fingers crossed you'll have a good long stretch with PN with great reliable broadband

Re: KevLFC: How long does it take to switch to plusnet ???

subuta — Sat, 21 Jun 2014 15:47:32 GMT

Depends. Do you mean how long until they start billing you? Not long. How long until you have a satisfactory broadband service? Not sure. I never got there.