Activation from sky - delay?
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Activation from sky - delay?
22-03-2019 7:53 AM
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I was due to complete activation, moving fibre and home phone from sky to Plusnet on either the 20th or 21st (depending on what email you check). Sky confirmed transfer and cease in the 20th and Plusnet quoted both the 20th and 21st for completion.
I expected to wake up today with no service from sky router, all set to turn in and connect the Plusnet Hub one, but service from sky is still on and no update via my account from Plusnet?
Are there any forum support team available that could give an update please?
Re: Activation from sky - delay?
22-03-2019 10:43 AM
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As a bit of background, this is the second order placed, due to the first order failing due to an already open cease order on the line. The latest update is that this second order has failed on the phone line side of things, however for some reason the broadband order proceeded, explaining the router delivery and scheduled date.
Just been informed that the whole order will again have to be scrapped, and supplier contacted directly due to the progress of the order. Another new order will have to be placed next week.
Sigh.
Re: Activation from sky - delay?
22-03-2019 11:03 AM
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Did you cancel your Sky service?
Re: Activation from sky - delay?
22-03-2019 11:06 AM
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Re: Activation from sky - delay?
22-03-2019 11:12 AM
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Thanks for getting in touch.
Unfortunately it looks like the original orders we placed have failed so we'll need to replace them.
As soon as we know more we'll update the open ticket.
Apologies for any inconvenience caused
Re: Activation from sky - delay?
09-04-2019 10:10 AM
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So after lots of back and forth, I'm still with Sky, however am due to switch today to Plusnet home phone and fibre.
We shall see.
Re: Activation from sky - delay?
09-04-2019 11:49 AM
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Hi @andrewjdunbar I am sorry for the delays you have experienced with your switch. I have checked your orders and they are progressing as expected, they should complete as you were advised here
Thanks,
Re: Activation from sky - delay?
09-04-2019 3:05 PM
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Now faced with an orange light and router reports no connection. Tried logging in with username and password but no luck, no red light to indicate incorrect login.
Anything server side needs activated to allow connection?
Re: Activation from sky - delay?
09-04-2019 3:15 PM
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This is quite normal as the phone order is usually the first order to complete with the broadband following afterwards(this can sometimes take up until midnight). However, since your post your broadband has gone live and therefore you should be able to access your full service. Can you confirm whether this is now working?
Thanks,
Re: Activation from sky - delay?
09-04-2019 4:53 PM
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I think an issue may have been that due to some internal issues, my fibre order completed and was confirmed a week or so ago, however the home phone order was rejected and had to be re-requested. According to support, if the home phone was rejected, then the fibre order should have cancelled also, but somehow this didn’t happen.
At this point I’m still unable to connect but home phone is working with new number with no issues with incoming or outgoing calls.
Unusual to say the least
Re: Activation from sky - delay?
09-04-2019 5:20 PM
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Thanks for the update @andrewjdunbar
I'm so sorry that this has happened.
Please give us a yell if there is anything we can do / answer / clarify in the meantime.
Kind Regards,
MoR
Re: Activation from sky - delay?
10-04-2019 8:44 AM
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Still offline on an order that was originally placed on the 5th March. Tried again to connect with username and password, but red broadband icon and orange bay on hub one seem to point to authentication issues, but have double checked login details and they match what I use to access the member centre portal.
Re: Activation from sky - delay?
10-04-2019 11:25 AM
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Hi @andrewjdunbar, thanks for the update.
On checking the orders, everything has completed and so should be up and running.
When you say you've entered the username used online - Usually the Member Centre username is simply 'yourusername', whereas the broadband username is 'yourusername'@plusdsl.net
Is that what you've been entering?
Re: Activation from sky - delay?
10-04-2019 11:51 AM
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Re: Activation from sky - delay?
10-04-2019 2:27 PM
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Hi @andrewjdunbar, thanks for getting back to me.
I've liaised with our provisioning team and unfortunately I don't have good news.
On further investigation of the 'Completed' orders, it seems that due to the phoneline issue, the Completed broadband order was removed from the line. This isn't something that myself in tech support would have known to check and so I am going to be leaving feedback on the process to ensure that we aren't mis-advising on the Community again.
This means that I've had to manually place a broadband order and we unfortunately won't have a confirmed live date until at least 24 hours time. So that you have all of the facts, it's going to take a minimum of 5 working days for you to get service.
We'll of course ensure that your bill is adjusted appropriately although I do appreciate that this doesn't really help you browse in the meantime.
Please let me know if there is anything else I can do to assist in the meantime and please accept my sincere apologies for the mis-advice given earlier.
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