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Sooner installation date?

aand1
Newbie
Posts: 3
Registered: ‎04-09-2017

Sooner installation date?

Hi, I purchased the unlimited fibre broadband package and had selected 18/09/2017 as my setup date, which is already quite late for me as I need an internet connection for work. I just got an email that it got changed to 21/09/2017 and I will not be available on that date.

 

I tried calling the support line, but that ended up eating £10 of credit and the call wasn't answered. Would it be possible to move the installation date sooner? Possibly even this week?

6 REPLIES
Superuser
Superuser
Posts: 6,814
Thanks: 880
Fixes: 56
Registered: ‎30-07-2007

Re: Sooner installation date?

I tried calling the support line, but that ended up eating £10 of credit and the call wasn't answered

It's an 0800 number , it shouldn't be charged , even on a PAYG mobile

aand1
Newbie
Posts: 3
Registered: ‎04-09-2017

Re: Sooner installation date?

Then I got the wrong number because i called an 0345 number.

Plusnet Help Team
Plusnet Help Team
Posts: 13,549
Thanks: 253
Fixes: 69
Registered: ‎27-04-2007

Re: Sooner installation date?

Hi there and welcome aboard.

 

The lead times for fibre orders are based on engineer availability in each area, that in turn means bringing order dates forward is very unlikely.

 

There is an expedite process which we could look at, this would be at an added cost of over £150 though. Sorry if this sounds disheartening, it looks like we're doing all we can to get the service up and running ASAP at the moment.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
aand1
Newbie
Posts: 3
Registered: ‎04-09-2017

Re: Sooner installation date?

£150?! That's insane..

 

Could I at least get it moved to 20/09/2017 AM?

Plusnet Help Team
Plusnet Help Team
Posts: 9,259
Thanks: 2,942
Fixes: 465
Registered: ‎21-04-2017

Re: Sooner installation date?

If I remember correctly I think the actual cost is £196+VAT.

 

The charge is the same no matter how much an order is expedited by.

 

Sorry for the inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Superuser
Superuser
Posts: 6,814
Thanks: 880
Fixes: 56
Registered: ‎30-07-2007

Re: Sooner installation date?

Then I got the wrong number because i called an 0345 number.

@aand1 for future reference, the support number is 0800 432 0200 , I guess you  used the +44 345 140 0200 number which is really only needed if you're calling from outside the UK