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Fibre broadband go live date was 8th September but still not heard anything??

arnyjohn69
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Posts: 5
Registered: 13-08-2017

Fibre broadband go live date was 8th September but still not heard anything??

My Fibre was to be switch over yesterday (8th September) but I still haven't had any contact?

 

Can someone from PlusNet get in contact and let me know if and when this is going to happen?Huh

 

Thanks

 

Matthew

12 REPLIES
Plusnet Help Team
Plusnet Help Team
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Re: Fibre broadband go live date was 8th September but still not heard anything??

Hi there,

 

I'm sorry for the late response to this.

 

It looks like the previous provider has disconnected your line meaning that we were unable to transfer the service over.

 

I've placed a new order for us to take over the line and that should complete within the next few days, I'll keep an eye on that and make sure we place the broadband order without delay as soon as that's gone through.

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 Adam Walker
 Plusnet Help Team
Superuser
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Re: Fibre broadband go live date was 8th September but still not heard anything??


adamwalker wrote:

It looks like the previous provider has disconnected your line meaning that we were unable to transfer the service over.

@adamwalker Given the above, I assume the PN order was rejected, due to a cease already in place?, Surely PN was made aware of the order been rejected ( how long after submitting the order was it rejected?) due to a cease? why did nobody inform the customer?

 

Yet again seems like poor communication from PN to the customer   

Mike
arnyjohn69
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Posts: 5
Registered: 13-08-2017

Re: Fibre broadband go live date was 8th September but still not heard anything??

Yes and they were quick enough to take my £233 for upfront line rental on the 24th august as well!!!!!
What a good start for a new customer...NOT
Plusnet Help Team
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Re: Fibre broadband go live date was 8th September but still not heard anything??

We've took this on personally to find out what's happened.

I'll raise a ticket on your account with more details shortly.

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 Matthew Wheeler
 Plusnet Help Team
arnyjohn69
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Posts: 5
Registered: 13-08-2017

Re: Fibre broadband go live date was 8th September but still not heard anything??

So I've just had an email now stating the Below! It doesn't exactly mention what is wrong with line if any. They should be ringing me on my mobile and not me chasing them and being put on hold for 30 minutes!!!!

There's something we should mention...

You can't change your products for the moment, there is a problem with your next billing date. Please try again later.
It looks like a temporary fault has stopped us from checking your line. Please give us a call on 0800 432 0200 or 0345 140 0200 for more information.
If you find you can't change your products again, let us know using the Help Assistant.
Plusnet Help Team
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Re: Fibre broadband go live date was 8th September but still not heard anything??

As your account hasn't activated yet, you can't change your product I'm afraid.

 

Having said that, I can't find any records of us sending you an email with that info.

Mind sending me a PM with a screenshot of the email?

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 Anoush Mortazavi
 Plusnet Help Team
arnyjohn69
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Registered: 13-08-2017

Re: Fibre broadband go live date was 8th September but still not heard anything??

It wasn't an email. It's on my account.
I've been given a new cut over date of 28th September.
I'm just hoping everything of in place for it to go ahead this time
Superuser
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Re: Fibre broadband go live date was 8th September but still not heard anything??


ITWorks wrote:

adamwalker wrote:

It looks like the previous provider has disconnected your line meaning that we were unable to transfer the service over.

@adamwalker Given the above, I assume the PN order was rejected, due to a cease already in place?, Surely PN was made aware of the order been rejected ( how long after submitting the order was it rejected?) due to a cease? why did nobody inform the customer?

 

Yet again seems like poor communication from PN to the customer   


No response from PN here , can only make me think the time line of events don't make PN look very good 

Mike
newagetraveller
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Re: Fibre broadband go live date was 8th September but still not heard anything??

"Yes and they were quick enough to take my £233 for upfront line rental".

Has it gone up again? I thought it was £197 for 12 months in advance?

Superuser
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Re: Fibre broadband go live date was 8th September but still not heard anything??


ITWorks wrote:

ITWorks wrote:

adamwalker wrote:

It looks like the previous provider has disconnected your line meaning that we were unable to transfer the service over.

@adamwalker Given the above, I assume the PN order was rejected, due to a cease already in place?, Surely PN was made aware of the order been rejected ( how long after submitting the order was it rejected?) due to a cease? why did nobody inform the customer?

 

Yet again seems like poor communication from PN to the customer   


No response from PN here , can only make me think the time line of events don't make PN look very good 


I find it very very very disappointing to have had zero response to the above, when it is obvious my post has been read as staff have posted thereafter.  

 

 

Mike
Plusnet Help Team
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Re: Fibre broadband go live date was 8th September but still not heard anything??

I'm looking into this now.

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 Anoush Mortazavi
 Plusnet Help Team
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Re: Fibre broadband go live date was 8th September but still not heard anything??

Hi Matthew,

 

Whilst at first glance it looked like the orders we've placed failed because of a cease on the line, I've checked the availability at the address and the line is still working with the current provider with no pending ceases.

 

Matt replaced the orders, only to see them fail again. I've contacted BTwholesale with regards to the problem.

We've been advised that they are getting rejected because of a system issue which is preventing simultaneous orders from progressing. There's currently no workaround so we'll need to place the phone order first then the broadband.

 

I've started the process now and we'll confirm the date in which your phone service goes live shortly.

 

Sorry for the inconvenience caused.

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 Anoush Mortazavi
 Plusnet Help Team