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Waiting for fibre connection

FIXED
yacob333
Newbie
Posts: 4
Registered: 23-01-2017

Waiting for fibre connection

I have changed from another supplier for my phone and fibre broadband. Activation date is for today. Had a message this morning to say phone line has been activated and all is fine. Broadband was disconnected this morning but I am still waiting for the fibre to be activated 14 hours later. Phoned customer services as was told to wait. When I have switched providers before downtime was not this long. Is this normal?
8 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 2,144
Thanks: 372
Fixes: 116
Registered: 22-08-2015

Re: Waiting for fibre connection

Hello @yacob333

A warm welcome to the community forums

I'm sorry to hear you're experiencing downtime after transferring your service to us.

I'll be happy to check up on things first thing tomorrow morning for you.
From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
yacob333
Newbie
Posts: 4
Registered: 23-01-2017

Re: Waiting for fibre connection

Thanks so much. My router light has now changed to blue. I am on my laptop via ethernet and the broadband setup page has appeared. It's told me to return in 15 minutes, so fingers crossed!!
Plusnet Staff
Plusnet Staff
Posts: 2,144
Thanks: 372
Fixes: 116
Registered: 22-08-2015

Re: Waiting for fibre connection

*Fingers crossed*

 

Keep me posted. Smiley

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
yacob333
Newbie
Posts: 4
Registered: 23-01-2017

Re: Waiting for fibre connection

Light has now changed to orange again so will wait til morning now
Plusnet Staff
Plusnet Staff
Posts: 2,144
Thanks: 372
Fixes: 116
Registered: 22-08-2015

Re: Waiting for fibre connection

Fix

I've just passed your account to one of my colleagues who's in the office at the moment.

 

He's found that your account didn't activate automatically following completion of the broadband order.

 

Can you get online now?

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
yk
Newbie
Posts: 1
Registered: 23-01-2017

Re: Waiting for fibre connection

I have upgraded my product to unlimited fibre and got a message that the service has now switched over. The old router stopped working, new router (Hub One) flashing red. No luck 20h later.

yacob333
Newbie
Posts: 4
Registered: 23-01-2017

Re: Waiting for fibre connection

I am online. Thanks so much. Really happy with the speed and my son has stopped grumbling lol
Plusnet Staff
Plusnet Staff
Posts: 2,144
Thanks: 372
Fixes: 116
Registered: 22-08-2015

Re: Waiting for fibre connection

Haha, no problem. Happy to hear you're back up and running.

 

If there's anything else I can ever help with, just let me know.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff