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New contract/broadband/router

chiarabertuolo
Newbie
Posts: 2
Registered: ‎15-03-2019

New contract/broadband/router

Hello,
This morning they came to install my phone line, fibre and set up my router.
Plusnet informed me days ago that my fibre would become active by midnight tonight.
I have received a text from them after lunch today saying that "my phone service is ready to use".
I then tried to activate my router but it wont connect.
Am I supposed to wait for another confirmation text?
It is already 7pm and I am getting anxious that something might have gone wrong.
At the moment the light on the router is orange and the "b" underneath could be orange or red, can't tell.

Any suggestions?
Sorry, I am very ignorant about how these things work.

Thank you all in advance!
4 REPLIES 4
DS
Champion
Posts: 2,187
Thanks: 455
Fixes: 22
Registered: ‎06-01-2017

Re: New contract/broadband/router

Hi @chiarabertuolo and welcome to the forums

Am I supposed to wait for another confirmation text?

Yep, you get one for the phone and one for the broadband Wink

 

Just a case of waiting .....

(hopefully by midnight it might be on, if not by the morning pop back and one of the staffers will sort it out)

 

chiarabertuolo
Newbie
Posts: 2
Registered: ‎15-03-2019

Re: New contract/broadband/router

Cheers DS, now it's 8.15pm but still no messages..
Being without broadband connection sucks
DS
Champion
Posts: 2,187
Thanks: 455
Fixes: 22
Registered: ‎06-01-2017

Re: New contract/broadband/router

Erm, well, hmm. I can't help with the timing of it, wished I could.

Suppose you could pull the battery out the clock!! Lips are sealed

But I know what you mean - a new toy that unlocks the world, yet atm it's only function is to collect a bit of dust. Sad

 

It's not the best idea, but you could connect it and leave it .... hoping .... praying .... bored .... is that the time.

Or you could make any user changes you want to make to it whilst you're waiting? I always configure them how I want them before I connect them to the line Wink

 

(hopefully a member of staff will see this and check how things are progressing)

Plusnet Help Team
Plusnet Help Team
Posts: 438
Thanks: 62
Fixes: 36
Registered: ‎06-08-2018

Re: New contract/broadband/router

Hi @chiarabertuolo

 

I've just checked your account and can see that your Fibre order completed shortly after your phone order. However, the automated process to activate this component on your account failed. I have now manually activated this for you and therefore your broadband should now be working.

 

If you have any issues please get back to us.

If this post resolved your issue please click the 'This fixed my problem' button
 Satss
 Plusnet Help Team