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No broadband connection

Swche1
Newbie
Posts: 3
Thanks: 1
Registered: ‎10-12-2016

No broadband connection

I've switched over from BT broadband and was notified that my broadband with Plusnet will be ready by the 9th Dec.

I work from home and need to be connected online ASAP. I'm using my mobile data at the moment but this is insufficient to work on.

I've called Plusnet support, and the workers didn't seem to want to resolve or explain the issue. After checking online, people have mentioned they've been without internet access for weeks and even months, which is very concerning and making me regret the switchover from BT.

Can a member of staff please look into this issue. Why am I experiencing a delay, why is my broadband not ready as stated on the agreed date, and when exactly will my broadband be activated?
4 REPLIES
SpendLessTime
Aspiring Hero
Posts: 2,831
Thanks: 837
Fixes: 82
Registered: ‎21-09-2009

Re: No broadband connection

While waiting for a staff member to appear, have a look at http://www.dslchecker.bt.com/adsl/adslchecker.welcome? , enter your phone number and see if there is a comment against your phone number showing the completion date. If you have an order in progress then it should tell you the completion date there.

Swche1
Newbie
Posts: 3
Thanks: 1
Registered: ‎10-12-2016

Re: No broadband connection

Thanks SpendLessTime

I have just done this, this is what I got:

SpendLessTime
Aspiring Hero
Posts: 2,831
Thanks: 837
Fixes: 82
Registered: ‎21-09-2009

Re: No broadband connection

You need to speak to Plusnet to see what is happening.  Just put the phone on speaker for the 45 minute wait. Bug the phone staff to get an answer if need be, that is their job to help customers.

Swche1
Newbie
Posts: 3
Thanks: 1
Registered: ‎10-12-2016

Re: No broadband connection

I called Plusnet today and they said I need to speak to a ~specialist team~ who are available on Monday... which is hilarious given that I called them Saturday (yesterday) who said a ~specialist team~ would be available on Sunday (today!)

The person on the phone said she sent an email to the "suppliers", which is equally as helpful as switching her toaster on. The suppliers aren't the problem, it's the broadband connection. Even if my router arrives the broadband connection is not set up (duh!) which I had to explain to that person.

All this communicates to me that Plusnet are afraid that customers will leave them as soon as they hear a broadband activation date of February or whatever.

I am not going to wait that long, and nobody else would either. Switching to another provider takes around two weeks, in contrast, Plusnet's broadband activation could take MONTHS.