topic Phone / broadband different activation days in Plusnet Feedback

Phone / broadband different activation days

priceys — Wed, 03 Feb 2016 09:37:22 GMT

Just got our home phone transferred today
Broadband due to be activated tomorrow
Result: 36hrs without internet

Re: Phone / broadband different activation days

All4One — Wed, 03 Feb 2016 11:09:10 GMT

Have you spoken to Plusnet? Your order could be completed and might just need them to 'fix' it.
Also...let me add...awwww baby - 36 hours

Re: Phone / broadband different activation days

priceys — Wed, 03 Feb 2016 11:49:13 GMT

Lol, No, not spoken to PN, got stuff to do.
Keep telling myself "I can make it!'
Wondered if staggered activation days is common practice, seems a little on the numpty side.

Re: Phone / broadband different activation days

All4One — Wed, 03 Feb 2016 12:33:16 GMT

Don't whinge then if you have stuff to do...if you were that bothered, you'd call and maybe get some clarification or maybe even positive outcome...
Happened similarly to my parents new home, showed broadband due day after but they called same day as phone activated thinking broadband was to be working as well and they said it was due tomorrow but orders already completed and got them online.

Re: Phone / broadband different activation days

jelv — Wed, 03 Feb 2016 12:38:15 GMT

Staggered is common but often the Fibre order is only placed after the telephone completes which means a gap with no broadband of over a week.

Re: Phone / broadband different activation days

priceys — Wed, 03 Feb 2016 12:58:03 GMT

Fair enough should be able to survive until tomorrow, but might just crack & give them a call later.
Any further delay would be a real problem though.
They do say "...you may experience a small amount of downtime as we switch your service..."

Re: Phone / broadband different activation days

alegeek — Wed, 03 Feb 2016 13:20:14 GMT

My migration back completed today, email came through at 5:30am saying that my phone order had completed.
Fibre had come over too but my account wasn't active, I reached out on Twitter and within about an hour the person covering Twitter had answered me a few times and activated my login! Only offline for a few hours.
The portal was saying my fibre would complete tomorrow, I'm now back at 80mbps and loving it

Re: Phone / broadband different activation days

HarryB — Wed, 03 Feb 2016 13:50:20 GMT

@priceys - It looks like your fibre order is committed for today, so as soon as it completes and we receive notification from our suppliers, that side of the account should activate
I can't actually see anything on your account to suggest that we advised tomorrow as the completion date for your broadband though.

Re: Phone / broadband different activation days

priceys — Wed, 03 Feb 2016 14:19:44 GMT

@HarryB - thanks for looking, that would be awesome. Still says the 4th in the "order tracker", just excited I guess, tomorrow seems a long time to wait
@alegeek - that's just bragging hopefully I'll be doing the same soon

Re: Phone / broadband different activation days

ITWorks — Wed, 03 Feb 2016 14:19:56 GMT

Harry, i have a customer moving over next week from BT phone/broadband (adsl) , had email confirming phone on the 8th , broadband on the 9th .
Is there a particular reason , why these types of orders are not fully completing on the same day, as they have done for as long time now ?

Quote
Your request to transfer *********** to Plusnet is due to happen on 8/2/2016.

Quote
Your broadband order is now being processed. Your service is due to go live on 09/02/2016. Your order could complete any time on this date, up to midnight.

Kind regards
Mike

Re: Phone / broadband different activation days

HarryB — Wed, 03 Feb 2016 14:55:16 GMT

That does seem strange I'll get it flagged up and try and find out why it seems to be adding a day there.
@I.T.Works - Would you mind pming me the customers username so I can check it and use it as an example if the same is happening with that one.

Re: Phone / broadband different activation days

ITWorks — Wed, 03 Feb 2016 14:59:21 GMT

PM sent , Harry can you let me know if the email dates are correct, or the broadband should activate the same day as the phone on the 8th ?
Kind regards
Mike

Re: Phone / broadband different activation days

priceys — Thu, 04 Feb 2016 09:53:06 GMT

Hoorah, we're all systems go this morning.
Thank you all, you're clearly wizards