Broadband activation date

[#1]

Hi,
I’ve finally recived the date for my broadband activation (5th of September); however, it’s more than 2 weeks away. My phone line became active 4 days ago (15th of August) and I presumed the broadband line would be active in a few days - stated in the email - but that was not the case. I have no internet access, which makes work very inconvenient and will have 3 weeks with no internet if it activates on the given date. So, I’m wondering if the activation date can be shortened sooner and why my order was only processed when I mentioned it.
Thanks

[#2]

Hi @yamkumari, 

I'm very sorry to hear that it is taking longer than you expected for your broadband to become active.

I have left a ticket on your account with information regarding your issue. You can view this here

Please let us know if you have any further queries.

Thank you,

Aisha

[#3]

Hi,

What do you do when plusnet give you an activation date then decide to push it back for two weeks. My broadband was supposed to go live on 31/08/2018 at my new address. Now it has changed to 13/09/2018. I waited for 4 days for plusnet to get in touch but ended up phoning myself. Got absolutely no satisfaction. I need an internet connection for work. I cannot understand why they cannot just transfer my copper broadband on the date stated originally and then go ahead with the fiber upgrade.

The lack of communication is shocking and there appears to be no willingness to try and resolve this to my satisfaction. If anyone has any advice on what to do next I would be very grateful.

[#4]

Hi @edsel67

I am sorry that we have been unable to arrange your activation for the date that you move into your new property.

I have had a look through your account and the orders and can see that we placed the original orders on the same day as you contacted us. We then responded with the confirmed dates provided to us by our suppliers as the minimum available to complete.

When moving your service to a new property this usually takes a minimum of 10 working days. This is dependent on the line status at your new property and the broadband technology that is being installed. Both of these variables are affected by potential requirement for an Openreach engineer availability.

The line status at your new property is a working line. This order will always take a minimum of 10 working days due to Ofcom regulations, along with a bank holiday weekend and this would be beyond your move date of 31/08. I do apologise that this was not highlighted to you immediately to set the expectation from the start.

When we place an order for fibre broadband with our suppliers we are then advised by them the minimum timescale, this is dictated by when an engineer can go to do the work.

To arrange a standard copper service we would need to cancel the orders placed for your fibre service and then replace an ADSL order. As the order to take over the working line takes 10 working days there is the potential for this process to take up to the 10th or 11th September.

I am really sorry that we have been unable to activate your service on the date that you preferred and understand your frustration.