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Another Question About Delay in Order

xMtch
Hooked
Posts: 9
Registered: ‎05-05-2023

Another Question About Delay in Order

Hi team,

So I decided to cancel my service with OneStream around 10-14 days ago, and this morning they finally ceased to be my ISP. 

How long now do I have to wait in order for PlusNet to take over, and have my internet up and running again?
The reason I ask as because I work from home, and having internet is crucial in my day to day job. 

 

I understand the cooling off period when I signed up, but i'm just wondering as I am yet to receive a 'go live' date, or even any engineering dates, that I don't want to be without internet for much longer, especially as I signed up via DD 10-14 days ago. 

 

Thank you.

14 REPLIES 14
Mustrum
Community Veteran
Posts: 3,558
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Registered: ‎13-08-2015

Re: Another Question About Delay in Order

@xMtch   you should not have cancelled with your previous supplier. Doing so means tha no other ISP can take over your line until the cancellation completes.

However if you had folloed standard guidance and just let PN take over, they could have done so on the day you wanted, or soon after with no loss of service.

HTH

xMtch
Hooked
Posts: 9
Registered: ‎05-05-2023

Re: Another Question About Delay in Order

@Mustrum Thank you for the quick response. 

I had no option to 'just let PN take over'. There was also no information regarding on how to do this when I signed up. 

Mustrum
Community Veteran
Posts: 3,558
Thanks: 1,056
Fixes: 77
Registered: ‎13-08-2015

Re: Another Question About Delay in Order

xMtch
Hooked
Posts: 9
Registered: ‎05-05-2023

Re: Another Question About Delay in Order

Then why does it say in my order tracker, that my router will be dispatched shortly, and that I don't need an engineer to visit my home?

I think that's what I'm confused about, surely if it wasn't ready to go, it wouldn't say that it is? 
Hopefully I'll get a staff member to reply here just so I know an ETA of when I will get the hub and when my internet will start.

xMtch
Hooked
Posts: 9
Registered: ‎05-05-2023

Re: Another Question About Delay in Order

Guessing with no update, i'm still gunna be in the dark for the foreseeable 😕 

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,871
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Registered: ‎27-04-2007

Re: Another Question About Delay in Order

Hi @xMtch I'm really sorry for the delays to your order, we had issues with an order stuck in our supplier's systems that needed to be cancelled, that's now been dealt with and a new order is in place that's due to complete on 15/5/23. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
xMtch
Hooked
Posts: 9
Registered: ‎05-05-2023

Re: Another Question About Delay in Order

Hi Adam,

I have opened another post, but just replying to you on here. 

I still have no internet on the day you quoted me, and I have had another member of the help team quote me the 16th, whereas the Dashboard on the PN website says the 17th.

I'm quite frustrated by having three different answers and three different dates. Could you give me a definitive answer as to when the internet will be up and running?
Thank you. 

MisterW
Superuser
Superuser
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Registered: ‎30-07-2007

Re: Another Question About Delay in Order

and I have had another member of the help team quote me the 16th, whereas the Dashboard on the PN website says the 17th.

Those two dates are likely to be the same in reality. I suspect the 17th one actually says 'by midnight on the 17th' , that is by 00:00 on the 17th , which effectively means on the 16th. Its a 'feature' of the Plusnet system....

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

ClaudiaG23
Plusnet Help Team
Plusnet Help Team
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Registered: ‎02-05-2023

Re: Another Question About Delay in Order

@xMtch Your account is due to go live on the 16th, this is anytime up to 23.59. This means what @MisterW said is exactly right, by the 17th (00.00) you're internet will be up and running.

If this post resolved your issue please click the 'This fixed my problem' button
 Claudia Garner
 Plusnet Help Team
xMtch
Hooked
Posts: 9
Registered: ‎05-05-2023

Re: Another Question About Delay in Order

Thank you for the quick reply.

So it said it went live yesterday at around 1pm, but still have no internet. Still flashing orange and I've tried everything. My partner spoke to a member of staff over the phone and they advised that a 'robot' will carry out a check and will keep us updated. That was at 2pm yesterday, and haven't heard anything since. 

Could you keep me updated? I'm getting a bit frustrated with the whole thing now. 

 

Thank you. 

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Another Question About Delay in Order

Hi @xMtch 

I'm sorry to hear your connection is down.

I can see that we've found a fault on the line and reported this to Openreach.

As soon as we have any further updates we'll be in touch

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
xMtch
Hooked
Posts: 9
Registered: ‎05-05-2023

Re: Another Question About Delay in Order

Not gunna lie, this is just not good enough. 
I've been without internet for nearly a month, which means my income has dramatically reduced and now you say there's a fault on the line? 
What can be done to fix it quickly?

I didn't have a 'fault on the line' with my last ISP...

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,904
Thanks: 1,513
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Registered: ‎01-01-2012

Re: Another Question About Delay in Order

I'm sorry to hear of the impact it's having @xMtch 

The fault is already with Openreach for investigation so we can't speed it up any further as it's already in the right hands.

An engineer should be going out externally tomorrow to get this sorted and we'll keep you updated with any changes 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
xMtch
Hooked
Posts: 9
Registered: ‎05-05-2023

Re: Another Question About Delay in Order

Hi Matthew,

No need for an engineer now. I managed to fix this problem myself. It was such a quick and easy fix that I'm surprised the help team at PlusNet didn't do it in the first place...