topic Re: MY Plusnet broadband Order in Plusnet Feedback

MY Plusnet broadband Order

adele1 — Wed, 25 Nov 2015 18:20:06 GMT

Hi, Can you please help me out here please. I subscribed for Plusnet bb . I was initially told that that my bb service was due on 21/11. I later received a message telling me my bb order is due to complete on 23/11. when i did not receive from Plusnet i chatted with Customer service who told me supplier have started manual intervention and the order has been assigned to relevant department to clear the order and activate my services on 27th.. i feel I am being played around. Can moderator please let me know what is going on sincerely.

Re: MY Plusnet broadband Order

Strat — Wed, 25 Nov 2015 19:46:19 GMT

Moderators are just customers with no access to your order.
You need a Plusnet CRT member to have a look.
That could well be tomorrow at the earliest now.

Re: MY Plusnet broadband Order

adele1 — Fri, 27 Nov 2015 18:10:53 GMT

My broadband order was complted yesterday. It was set up as instructed. However, the security lock is still on despite the connected it is showing therefore I cannot log into internet. Any suggestions on what to do please.

Re: MY Plusnet broadband Order

adamwalker — Sat, 28 Nov 2015 11:58:31 GMT

Hi adele1,
Sorry to hear about the issue and thanks for reporting a fault with us, our faults team will be responding to that soon.

Quote
However, the security lock is still on despite the connected

I'm not sure exactly what you mean about this, please let us know in further detail in case that's an issue on your side we can help you out with.

Re: MY Plusnet broadband Order

adele1 — Sat, 28 Nov 2015 12:16:14 GMT

Hi and thanks for your reply. What I mean by security lock is by the network connection which shows connected, there is a locked black padlock by it. I suspect that means I am not connected to the network. It also says Limited connectivity.

Re: MY Plusnet broadband Order

adele1 — Sun, 29 Nov 2015 15:06:11 GMT

What is the meaning of network does not give internet access please.

Re: MY Plusnet broadband Order

rongtw — Sun, 29 Nov 2015 17:18:56 GMT

Have you checked your Firewall settings ?

Re: MY Plusnet broadband Order

adele1 — Sun, 29 Nov 2015 17:55:23 GMT

should the firewall be off or on pls. I also received a message saying connection between your access point router ------- and internet is broken.

Re: MY Plusnet broadband Order

rongtw — Mon, 30 Nov 2015 22:05:31 GMT

It should be ON but make sure its allowing your connection

Re: MY Plusnet broadband Order

adele1 — Tue, 01 Dec 2015 06:16:31 GMT

Hi it is ON but not allowing me connection to the internet still.

Re: MY Plusnet broadband Order

rongtw — Tue, 01 Dec 2015 07:08:41 GMT

Hi have a look here
http://windows.microsoft.com/en-gb/windows/understanding-firewall-settings#1TC=windows-7

Re: MY Plusnet broadband Order

adele1 — Tue, 01 Dec 2015 07:32:35 GMT

Hi,Thank you for your reference. I have opened the website and everything suggested is already done. I keep receiving the message connection between your access point router or cable modem and internet is broken. I am getting to frustrated. Can the problem be coming from the exchange line?

Re: MY Plusnet broadband Order

jab1 — Tue, 01 Dec 2015 09:13:48 GMT

Hi adele1
No-one appears to have asked the question, but how are you trying to connect? I suspect from what you have said that it is wirelessly. IF so, can you connect using the ethernet cable and see if you can get online that way?
If you can, it strongly suggests that your wireless settings are wrong.

Re: MY Plusnet broadband Order

adele1 — Tue, 01 Dec 2015 09:39:21 GMT

Hi
I did try connection as suggested, still no internet connection. You are right, the connection is wireless. I am using dongel at the moment and it is connected through mobile broadband, but Plusnet is showing under wireless.

Re: MY Plusnet broadband Order

jab1 — Tue, 01 Dec 2015 09:47:09 GMT

OK, in that case I'm afraid I can't think of anything else to try at the moment, so I'll have to leave you in the hands of PlusNet. Sorry.

Re: MY Plusnet broadband Order

adele1 — Tue, 01 Dec 2015 09:58:43 GMT

Many thanks for your assistance. The problem I have is that Plusnet opened a question for this issue and the technical team are silent about possible solution. The trial time I was informed is 14 days and time is not on my side to cancel my contract with Plusnet. It has been five days of stress

Re: MY Plusnet broadband Order

MisterW — Tue, 01 Dec 2015 10:07:11 GMT

I guess you have a PlusNet supplied 2704n router ( check here http://www.plus.net/support/broadband/hardware/ ) , if so are both the Broadband & Internet lights green ?

Re: MY Plusnet broadband Order

adele1 — Tue, 01 Dec 2015 10:18:01 GMT

Yes I do have the PlusNet supplied 2704n router. The broadband light is green but the internet light is not on at all.

Re: MY Plusnet broadband Order

adele1 — Thu, 10 Dec 2015 12:10:38 GMT

TAG ON MY LINE
Hi, I have cancelled my bb order with PlusNet because I understand my landline has a dark line from the xchange hence my problem with mot being able to be connected to internet. Plusnet has placed a tag on my line and I understand i have to wait fourteen days before this tag is removed despite the fact that my cancellation took effect from yesterday. Can someone please advise me if this is right to do. Thanks

Re: MY Plusnet broadband Order

shropshirelass — Thu, 10 Dec 2015 18:12:45 GMT

Hi I am having the same problem, it really is very frustrating!! we moved into our present address 5 weeks ago, we received our phone connection with a new number on the 10th Nov, we were told our Broadband would follow within 48 hours , we are still waiting for it to be connected!!!. After several phone calls which had me holding on the phone for hours at a time, and then to be told there was another problem!!. Trying to find someone to tell us exactly why!! I have this Wed spoken to a really nice man by the name of Richard who was able to tell me there's a TAG on the line!!! does anyone know exactly why this is when the new number we received was from PLUSNET!!!
I only hope now, because of my conversation (finally) with Richard we may see a result. My worry now is if we have a further problem , getting through on the phone will always be a nightmare!!! PlusNet please recruite more staff to deal with the volume of calls, and please remember your existing customers before you take on more (These seem to be priority and are not left in a queue)

kroy1208