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Plusnet phone and broadband order problem

jamesmcs86
Newbie
Posts: 3
Registered: 20-05-2015

Plusnet phone and broadband order problem

Good Afternoon
I am hoping someone from Plusnet orders can help me with this. I placed an order for broadband and phone on last Tuesday. I recently received a confirmation that my phone had been set up. I talked with a chat advisor just now to check the status of my broadband order who said that to set up my broadband I needed to put an order in with the orders team which was contrary to the original email I received on sign up which suggested there was nothing further I needed to do: "We'll then arrange for your broadband service to be activated - this should take 5-7 working days from your phone service going live"
Please can someone confirm the status of my broadband order and the likely activation date.
Could you please look into this for me. If you need me to PM any details then I am happy to do so.
Many thanks,
James
3 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Plusnet phone and broadband order problem

Your broadband order hasn't yet been placed, unfortunately we hadn't received a notification that the phone order has completed. I've just manually completed the phone order now and this will trigger the broadband order to go ahead. Broadband should complete within 4-7 working days now, really sorry for the delay.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
jamesmcs86
Newbie
Posts: 3
Registered: 20-05-2015

Re: Plusnet phone and broadband order problem

Hi Chris,
Thanks.
Just out of curiosity who was supposed to notify you that the order was completed?
Thank you for doing so. Just to confirm, when you say Broadband should complete within 4-7 working days, do you mean we'll have have Broadband up and running in that time.
Cheers
James
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Plusnet phone and broadband order problem

Quote
Just out of curiosity who was supposed to notify you that the order was completed?

We should received a KCI from Openreach, this either hasn't been received or hasn't been processed correctly.
The broadband order can be placed for a minimum of 4 working days, which is next Wednesday (due to bank holiday on Monday), so if there are no issues this is when it should complete.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff