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How long until I'm up and able to use the internet?!

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How long until I'm up and able to use the internet?!

I signed up for plusnet on the 29th November, but my account is still showing as checking details. Surely it can't take this long to check details? It makes me wonder how much longer I'll have to wait to be activated?

It's not exactly filling a new customer with confidence when plusnet are taking this long to do simple checks.
12 REPLIES
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How long until I'm up and able to use the internet?!

Hi, welcome to PN, and to the forums!

Did you pay your first payment by Direct Debit, or by card?

If its by DD that would explain the delay, as it takes a while to get the DD set up and for payment to be cleared through.

If you paid by Card then it should have gone through by now, and PN need to give you some clarification.
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How long until I'm up and able to use the internet?!

Exactly the same here. Signed up at 6pm on 28 November (direct debit) but it says it is still checking. You would have thought that the UK banking system would be able to set up a direct debit in a week.
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How long until I'm up and able to use the internet?!

Its pretty lousy isn't it! (set of bankers eh?)

Sadly there ain't a lot PN can do to speed things up.

Having said that, they ought to make it clear so folks know how much of a delay to expect if making the first payment by DD.

Did you see any mention of a longer delay using Direct Debit? (A few weeks since I last processed a sign-up and I can't recall what comments are/arenot made about payment methods)
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How long until I'm up and able to use the internet?!

Oh yeah, welcome @tomtom1 too Wink
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How long until I'm up and able to use the internet?!

I just hope you won't get as "lucky" as me.

I signed on 15th november, just the day after I got
my BT phone line up and working (3 weeks for that).

After a few days I got it rejected as it seems BT
didn't update their databases fast enough. Checked
the data with BT, and when I checked it was ok, so
I asked to put the order back, and retry. That was
on 21 november.

Still waiting for the thing to move from that
"Checking your line" step.

I just recall that: "your broadband will be setup
in 5-7 days". Then the answer to a question I put
about if it was usual for it to take that long
that said "from 7 to 10 working days". I am just
crossing fingers to see if I get it before christmas.
But I am starting to get so tired that I might just
cancel it and go for another provider.
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How long until I'm up and able to use the internet?!

Heh, welcome to you too. :lol:

The 21st of November does seem a heck of a long while ago though, I'll flag this up with the support guys and get them to check on its status for you.
James
Grafter
Posts: 21,036
Registered: 04-04-2007

How long until I'm up and able to use the internet?!

Hi Guys,

Please bear in mind that it does take 5 working days for Direct Debit to be set up and an additional 5 working days for an ADSL order to be completed.
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How long until I'm up and able to use the internet?!

@ovillellas

One of the Comms team is taking a look at yours now. I'm sure they'll give you some news soon. (If they don't I'll keep poking them for you.) Wink
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How long until I'm up and able to use the internet?!

In "My questions", that also seems to serve as a log for
some steps that are being done, I have:
Direct Debit Instruction XXXXX set to Active as part of daily Direct Debit processing.

I guess that means DD is already set up, and that dates
from november, 22nd.

In fact, this service compares very poorly with my previous
experience with broadband in other countries (in france and
spain).

France: 2 days to get ADSL working, including setting up the
phone line, that was in 2001. 2 days!.

Spain: less than a week with both, a cable company and with
a PLC provider, less than a year ago.

I am displaced. I intend to use the connection to keep in
touch with friends. And this is getting quite to long. Please,
understand my anger.
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How long until I'm up and able to use the internet?!

I definately do understand your frustration, I get pretty cross if I have problems with my internet (although fortunately not had many of them in recent times)

You are absolutely right about the 'My Questions' part of the site. Any communication between you and Plusnet is recorded in there for traceability.

If you have any problems with the service, thats the place to go to get the CS team to look into it.

Of course this forum can be pretty handy for getting answers too, but for official support it should really be the My Questions tool.
James
Grafter
Posts: 21,036
Registered: 04-04-2007

How long until I'm up and able to use the internet?!

Quote

I just recall that: "your broadband will be setup
in 5-7 days". Then the answer to a question I put
about if it was usual for it to take that long
that said "from 7 to 10 working days". I am just
crossing fingers to see if I get it before christmas.
But I am starting to get so tired that I might just
cancel it and go for another provider.


Hi there,

Hands up here. It's entirely our fault and I'm extremely sorry for the delays that you have experienced. We tried submitting your order via an automated system, which didn't work. We're now submitting it manually for you, which should complete on the 14th.
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How long until I'm up and able to use the internet?!

Thanks, I saw the the tracker has moved a little bit,
and I feel somewhat relieved. I only hope I get the modem
and get the line activated soon.

Thanks again.