How to get Plusnet to activate your broadband - any tips???

[#1]

@Gandalf, @Townman @198kHz 

Thanks Anoush,

I'm hoping the presence of Clive in the mix will make sure they actually get the order processed quickly.

[#2]

@Gandalf @Townman @198kHz 

Latest update:

"We can see that this order is due to be completed today.

I will work with Mark to see all the activities are completed today."

[#3]

Sounds promising!

I'll keep checking in the background up until 8pm tonight, if the order's not completed by then we may have to wait until midnight tonight as there's automated system configuration work that'd need doing on BT Wholesale's end that I believe Openreach may not be able to speed up themselves due to those systems not being in their domain.

[#4]

@Gandalf 

I'll chase them at about 4.30 and see where we are.

[#5]

Cheers for your time on the phone @breakinpig 

Really glad to see the order completed at 4:10 this afternoon and after activating your account you're back up and running. I'd like to sincerely apologise again for the downtime and poor experience you've had. 

I'll follow things up with you tomorrow with regards to compensation after I've discussed this with my manager.

[#6]

@Gandalf thanks for sticking with it, looks like we've got there. Thanks also to @Townman and @198kHz for your help and advice.

The connection has dropped a couple of times but understand that's normal while it settles down?

Cheers!

[#7]

No problem at all @breakinpig Happy to see we got there in the end!

There's normally a training/settling in period of up to 14 days, but let me know how it goes tonight and tomorrow. If your connection drops out frequently I'll run a line test to see if there's anything faulty showing. 

Cheers

[#8]

@Townman @Gandalf @198kHz 

Appears we celebrated too early...

We got it working with the standard Plusnet router so I set up my own router (Archer VR900 v2) which was also fine. It dropped several times but I noticed that turning the router off and on again resolved the issue. This made me suspect that it was an issue with the router so plugged the Plusnet router back in again. It's now not connecting (Broadband light flashing, no internet light)

Any ideas?

[#9]

Cheers for the calls tonight @breakinpig

Happy to hear you're back up and running now with your Plusnet router.

Really odd that your devices can't get an internet connection from your Archer router even though that was definitely getting the broadband signal from the exchange. Hopefully someone will be along with further guidance to help, it could be worth though posting in the My Router board here: https://community.plus.net/t5/My-Router/bd-p/Hardware

As always let me know if there are any further issues at all.

Also I've dropped you an email with regards to the compensation we've discussed and agreed upon.

[#10]

@Gandalf @Townman @198kHz 

Thanks Anoush, we've at least got my Plusnet router working again (my mistake!)

My speed is looking very slow though... 0.19?!? (see attached photo)

[#11]

Thanks for the post back @breakinpig 

Just seen this at the end of my shift/closing hours for my team. 

I'll follow up tomorrow to retest things, in the meantime was that test over WiFi or on your wired connection?

[#12]

Thanks, it was WiFi 

[#13]

In circumstances like this, sight of your router stats is far more informative.

Not having a telephone hand set can also make checking out the quality of the line difficult.  If you need an engineer call out ... I hope that you do not end up with another BTOR 'standard delay' wait of 72 hours!!