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avtivation day

jan
Grafter
Posts: 105
Thanks: 3
Registered: 05-02-2013

avtivation day

Is today. Openreach installed the modem by 9:15 but i am still unable to connect. I keep getting  an authentication error, except for 2 times when it connected, was assigned an ip and primary end, but was otherwise dead.
If this is normal how long can I expect to wait for a connection?
I have tried phoning support but keep getting disconnected after 20 minutes.
Also, the speedchecker prior to ordering estimated 67mbps but my invoice says 40mbps despite me ordering 80 / 20 unlimited. The OR guy said the connection was set to 40mbps?
8 REPLIES
snailspace171
Grafter
Posts: 50
Registered: 04-02-2013

Re: avtivation day

I thought the open reach person was supposed to check that you had a connection?
Does it say your line is active in the order tracking?
jan
Grafter
Posts: 105
Thanks: 3
Registered: 05-02-2013

Re: avtivation day

I do have a connection but the PPPoE authentication fails - except for twice. The Vy modem lights indicate a connection.  It seems like my account is not active at the plusnet gateway. The order status says I will receive an e-mail when my account is ready. I want to know how long it usually takes?
Thanks,
Jan
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: avtivation day

@Jan
I've got that activated for you. Please try and reconnect to the service.
Chris Pettitt
Cloud Environments Engineer
snailspace171
Grafter
Posts: 50
Registered: 04-02-2013

Re: avtivation day

OK,
I can only speak from my experience, but mine was already activated by the time the installer came round.
Although my installation was fairly late on in the day, about 430 pm
jan
Grafter
Posts: 105
Thanks: 3
Registered: 05-02-2013

Re: avtivation day

Quote from: Chris
@Jan
I've got that activated for you. Please try and reconnect to the service.

Hi Chris,
Thanks, I am connected now, although it does look as if I am on the 40/10 package, can you please check that I am on the 80/20 unlimited package as ordered?
I have tried several speedtest sites and am consistently averaging  36.5 / 8.5 mbps when the Openreach estimate before I ordered was 67mbps down?
Jan
jan
Grafter
Posts: 105
Thanks: 3
Registered: 05-02-2013

Re: avtivation day

looking through the rest of the forum I notice this incorrect provisioning seems to be happening everywhere. Is there anywhere special I need to post this problem?
Moderator
Moderator
Posts: 26,006
Thanks: 1,244
Fixes: 51
Registered: 14-04-2007

Re: avtivation day

Digicare should pick it up from here.

Customer and Forum Moderator.

Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: avtivation day

Hi Jan,
I've placed a modify order to move you over to the correct product. This will complete tomorrow.
Let me know how you get on.
Chris