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Been over 10 day- still no router or internet

sharnixo
Newbie
Posts: 2
Registered: 04-10-2016

Been over 10 day- still no router or internet

We joined plusnet under the impression that we would have internet no longer than 10 days after getting the phone line set up. That was ready on the 20th and we STILL have no router or internet? Can anyone explain why this is? We have been waiting 2 weeks now and we really need the internet, a lot of what we do relies on it. We would never have joined if we had known the wait would be this long.

4 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 17,636
Thanks: 619
Fixes: 159
Registered: 05-04-2007

Re: Been over 10 day- still no router or internet

Sorry for the lack of communication here, looking at your account the order for fibre is due for the 10th October and your router has been ordered this morning.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
sharnixo
Newbie
Posts: 2
Registered: 04-10-2016

Re: Been over 10 day- still no router or internet

Considering your website claims we will have internet 7-10 days after the phoneline is ready and it isn't? That is false advertising.
Plusnet Help Team
Plusnet Help Team
Posts: 17,636
Thanks: 619
Fixes: 159
Registered: 05-04-2007

Re: Been over 10 day- still no router or internet

Unfortunately with a fibre order it requires an engineer to activate the service at the local cabinet, this is why the timescale is longer than expected.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
Superuser
Superuser
Posts: 1,716
Thanks: 281
Fixes: 3
Registered: 05-11-2008

Re: Been over 10 day- still no router or internet

@Chris the fibre FAQ may need an update ( as it it not very clear) , to include something like, timescales can depend on engineer availability.
https://www.plus.net/home-broadband/faqs/fibre-optic-broadband/#installation-time

 

If you're new to broadband your service should be up and running after 5-10 working days. If you're transferring your service from another provider there's a 10 working day minimum period and you'll be able to choose a set up date if you wish. We'll email you as soon as possible to confirm the date your service will start.

Regards
Mike

Mike