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16 days without phone or broadband

ihw
Hooked
Posts: 9
Registered: ‎02-04-2019

16 days without phone or broadband

Changing from TalkTalk to PlusNet. My order was due to complete and the line was disconnected 16 days ago. Still no phone or broadband. I understand that OpenReach need to complete works. Numerous deadlines missed. I cannot chase OpenReach so I am reliant on PlusNet ensuring the work is carried out. Very frustrating. Customer services lovely on phone but I am doing all the chasing. I am expected to do work at home using cloud services but I don't even have a working phone line. 😞
6 REPLIES 6
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,128
Thanks: 991
Fixes: 401
Registered: ‎01-01-2012

Re: 16 days without phone or broadband

Sorry to hear this.

I've reviewed your order and unfortunately the issue is due to the tiepairs at the exchange.

We'll update you as soon as we know more regarding this

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
ihw
Hooked
Posts: 9
Registered: ‎02-04-2019

Re: 16 days without phone or broadband

Thank you Matthew. I understand what the problem is. What I need is a time-bound solution.
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,128
Thanks: 991
Fixes: 401
Registered: ‎01-01-2012

Re: 16 days without phone or broadband

Thanks for getting back to me.

Unfortunately due to the nature of the issue we can't give an exact timescale.

As soon as we know more we'll update you further

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
ihw
Hooked
Posts: 9
Registered: ‎02-04-2019

Re: 16 days without phone or broadband

I have had an email to say my phone has been connected, thank you. Please could you update me on progress of broadband connection?
Satss
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 438
Fixes: 37
Registered: ‎06-08-2018

Re: 16 days without phone or broadband

Hi @ihw

 

I've checked and both orders have completed. However, the broadband needed manually activating from our side. I've done this for you now, so you should now be able to use your Broadband.

 

Are you able to confirm whether this is working for you now ?

 

Kind Regards,

ihw
Hooked
Posts: 9
Registered: ‎02-04-2019

Re: 16 days without phone or broadband

Thank you for your help. I am not able to check this at the moment but hoping it will be all okay now.