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Broadband activation - new customer

Ukratty75
Dabbler
Posts: 10
Registered: 15-12-2015

Broadband activation - new customer

Good evening all!
I am a new customer to plusnet and had my phone line activated a few days ago. With previous companies our broadband has been activated at the same time - I was wondering how long the wait is usually for with plusnet?
Eager to watch Luther tonight on iPlayer  Smiley
Thanks for any assistance!
9 REPLIES
Ukratty75
Dabbler
Posts: 10
Registered: 15-12-2015

Re: Broadband activation - new customer

Received an email stating it's going active on the 22/12/15.. Considering we first ordered it over two weeks ago this seems a little excessive to wait?
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Broadband activation - new customer

I'm just looking in to this now but it seems that the delay was due to the previous provider placing a cease on the line, this means we had to wait for that to complete before we could place our orders.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Broadband activation - new customer

This is a bit more involved than it initially seemed.
The phone order is showing as complete, but somehow 2 separate broadband orders have been placed, both as simultaneous orders (which they shouldn't be now as the phone order has already completed) and both broadband orders have gone in to a delayed state due to no matching phone order.
So at the moment I can't commit to a date for your broadband going live as we're going to have to untangle this and possible place a new broadband order (once these have been cancelled off).
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Gaffer
Community Gaffer
Posts: 17,644
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Registered: 05-04-2007

Re: Broadband activation - new customer

Further update.
I've placed cancellation requests for the incorrect orders, at the moment we need to wait for these to complete and then place a correct order after. There's also a further complication in that the records for your line don't seem to have updated, so I've sent a request through for this too.
Once we have more info we'll get back to you, really sorry for the confusion here.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Ukratty75
Dabbler
Posts: 10
Registered: 15-12-2015

Re: Broadband activation - new customer

That's OK! Thank you for your help Chris
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Broadband activation - new customer

Right, looks like there was a 3rd order in place that I hadn't found. That order is fine and was placed correctly, so it's due to complete on the 21st.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Ukratty75
Dabbler
Posts: 10
Registered: 15-12-2015

Re: Broadband activation - new customer

Great, thanks Chris. Will keep an eye on the router today
Ukratty75
Dabbler
Posts: 10
Registered: 15-12-2015

Re: Broadband activation - new customer

I got texted around 2pm to confirm the job was complete on the broadband connection. Now home and still can't connect with my plusnet login details - starting to get a little frustrated!
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Broadband activation - new customer

Hi there,
I can see that you're now online after manually setting up the router. Let us know if you have any queries we can help with.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff