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25! working days from order to activation for fibre?

Parmo
Hooked
Posts: 6
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Registered: 06-09-2016

25! working days from order to activation for fibre?

Ordered Fibre Extra on the 31st August and was given a activation date yesterday of the 2nd of October. This cant be right, that's 22 *working* days from when I placed my order. I am moving from Sky but out of the minimum contract period for about 4 years.

Why would this take a month? I know there is a minimum of 10 working days for a change of supplier but 22 (32 calendar days from ordering) is taking the mickey.

 

*Updated to 25 working days... Sad

 

12 REPLIES
Browni
Seasoned Champion
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Re: 22 working days from order to activation for fibre?

Probably down to Openreach engineer availability.

I must have been really bad in a previous life. This is my 3rd ISP in a row that uses lithium.
Community Veteran
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Registered: 13-08-2015

Re: 22 working days from order to activation for fibre?

If Sky are anything like BT they require 30 days notice to cancel, so you may have been paying both companies.

Plusnet Staff
Plusnet Staff
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Registered: 05-04-2007

Re: 22 working days from order to activation for fibre?

That seems longer than I'd expect. Let me look in to this and get back to you later.

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 Chris Parr
 Plusnet Staff
Parmo
Hooked
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Registered: 06-09-2016

Re: 22 working days from order to activation for fibre?

Magic, cheers Chris.

Plusnet Staff
Plusnet Staff
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Registered: 05-04-2007

Re: 22 working days from order to activation for fibre?

Looking in to this it appears my colleague placed the orders correctly, we can *try* to bring the date forward but this means cancelling the current orders, waiting for them to clear and then replacing new ones. This may also lead to the order being pushed back a couple of days.

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 Chris Parr
 Plusnet Staff
Parmo
Hooked
Posts: 6
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Registered: 06-09-2016

Re: 22 working days from order to activation for fibre?

I'm not sure that would be a good course of action, I'm less than happy at it taking a month before we start to complicate matters. I know you are tied to what Openreach offers for engineer availability but a month is ridiculous.

 

Thanks for looking into this Chris.

Parmo
Hooked
Posts: 6
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Registered: 06-09-2016

Re: 22 working days from order to activation for fibre?

I've just received a message to say my broadband is going to be installed on the 5th of October. My cancellation to Sky went in on the 31st of August so I'm going to be without service for nearly a week if this is correct. This is unacceptable and I will need to cancel my order as I provide oncall services so require continuation of service.  Can someone have a look into this as soon as possible please?

SpendLessTime
Aspiring Hero
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Re: 22 working days from order to activation for fibre?

@Parmo

If you want to cancel the order then Plusnet will require you to call them

Customer sales


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Plusnet Staff
Plusnet Staff
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Registered: 05-04-2007

Re: 22 working days from order to activation for fibre?

Have you told Sky to cancel your service? If so that might cause issues.

 

Transferring to a new provider is 'gaining provider led', meaning that we place the orders to move and Sky will be informed of the date we're taking over. If the dates are different Sky need to correct this.

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 Chris Parr
 Plusnet Staff
Parmo
Hooked
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Registered: 06-09-2016

Re: 22 working days from order to activation for fibre?

Yes I gave Sky my months notice to cancel all services on the 31st of August. Because I didn't think there would be a 5 week lead time. Do you mean that because I started the cancellation, you have to wait until Sky cancel the service before enabling yours?  Moving to Sky only took two weeks, why is this different?

So what is my course of action from here? Contact Sky to cancel my cancellation?

Parmo
Hooked
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Registered: 06-09-2016

Re: 22 working days from order to activation for fibre?

I've called Sky, turns out the Sky retentions guy should have said to me that if I was moving to another provider that the phone and broadband shouldn't be cancelled.

 

@Chris So that cancellation has been cancelled Cheesy and should be good for you to try a new order.

Plusnet Help Team
Plusnet Help Team
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Re: 22 working days from order to activation for fibre?

Thanks for confirming that @Parmo our initial orders were cancelled when the connected cease order was cancelled, a colleague is just replacing these now for you, so we should have a new date for you within the next 24/48 hours (Minimum 10 working day lead time)

 

I hope this helps.

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 Harry Beesley
 Plusnet Help Team