Broadband activation has been pushed back by around 2 weeks so far.

[#1]

Hi,

Interested in some insight, help or advice.

We've had plusnet for about 15 months at a previous property, we've decided to move and take plusnet with us. This was agreed on 10/03 and we had a deactivation date of 04/04 and for it to be reactivated in the new property on 06/04. We were told we didn't need an engineer, it would just be simply reactivated and we'd get a message to plug in the router. 

We heard nothing on 06/04. On 07/04 we got a message stating that there has been a delay in processing the home move due to an Openreach system error and we'd get an update 10/04. On 10/04, we got an 'update' pushing it to 14/04. We phoned again and were told that Openreach was hoping to have it fixed by Monday (13th). Received nothing on 13th/14th. On Wednesday, i've now received two different messages, one saying we'd get an update by 20/04, the other 21/04. Both say it's due to an open exception. Regardless, this is now over two weeks late with seemingly no resolution in sight.

This is incredibly frustrating as both my partner and I work from home, nowhere near our offices, so have had to travel 180 miles to our nearest family members to work. It just seems at this point that the issue won't be fixed any time soon, if at all, as all updates have been incredibly vague and seemingly with no real urgency to get it fixed. We're likely to be moving again next year, so I can definitely say that it's very unlikely that we'll be using plusnet again, the whole process has been rubbish and it means that we can't actually live in the house that we're really excited to move into. 

Has anyone experienced this, and how long might it take to actually fix?

Can anything be done to speed this up?

Can we just get out of the contract and find a different provider?

For reference, we were on Full Fibre 500, switching to Full Fibre 900.

Thank you for any help.

[#2]

unfortunately, @andersonparrott , when the BT/OR system throws a wobbly like this, there is little or nothing anyone but BT/OR can do, and they work at their own pace.

 Can we just get out of the contract and find a different provider? - if this 'different provider' uses the Openreach network the problem will follow you, and cancelling with PN will be ver expensive.

[#3]

@andersonparrott raise a complaint, that should get things moving a bit quicker. There's a link to the 'Complaints code of practice' at the foot of every forum page

[#4]

Hi @jab1 - thanks for your response.

So there is nothing that Plusnet can do? Is that not quite a big flaw from a customer service perspective? At the end of the day we've gone to them for a service that isn't being provided - I can't say i'm particularly happy with essentially having 'it'll get fixed when it get's fixed' as a response when it's actively detrimental to the consumer.

From your experience, do you know a rough ballpark time for how long this could take to get fixed? Thank you

[#5]

@MisterW - thanks for your response. We have raised a complaint via phone on 12/04 - doesn't seem to have sped things up particularly! Still just sat waiting for a response from Openreach, same as we have been for the past 10 days.

[#6]

@andersonparrott Plusnet are Ooenreachs customer, and they have to work within the constraints imposed on them by OR.

As to how long - how long is a ball of string?

[#7]

@andersonparrott 

We have raised a complaint via phone on 12/04 - doesn't seem to have sped things up particularly!

Was that a formal complaint ?  a formal complaint should get the HLE (high level escalation) team involved and be able use the escalation process into Openreach. If you login to your account (www.plus.net/login) you should have an open question (ticket) . If you can't see any open ticket , then goto https://www.plus.net/wizard/?p=search whilst logged in and look at closed tickets in the last 7 days.

[#8]

@MisterW - thank you. We have done, or at least thats what was requested.We have two tickets open currently - one from Sunday, which notes that a complaint was raised on the existing ticket, and another from yesterday, which says that it's being escalated. 

[#9]

@andersonparrott as @jab1 says , Openreach work at their own pace and seem to have little concern for the end customer (because they dont deal with them!). They have a 'standard' response to ISP's , 'we'll get back to you in two days' (rinse and repeat ).

I suggest an email to the Openreach CEO.

[#10]

@MisterW - thank you, i'll look into this. I've noticed on the ticket yesterday - there is an internal message which mentions this, not sure if that provides any relevant info?

 Delay- as I have checked the order is delayed due to FTTP EMS Failure queue but as I have checked previous advisor already escalate this. We are expecting an update on 17/04/2026 , kindly review the order tracker on 20/04/2026 for further update.

[#11]

@andersonparrott 

We are expecting an update on 17/04/2026

I'd be inclined to wait and see if there IS an update tomorrow. If not, then go down the email to CEO route.

[#12]

Thanks for this - emailed this morning and got a response from Openreach immediately, situation resolved within 45 minutes. Ridiculous that this is all it took and plusnet's escalations just did nothing.

Really appreciate your help, think we'd still be looking at a lengthy time with no internet without your help! 

[#13]

What I don't understand is why BT/OR don't do a root and branch reform of their procedures so that this kind of action from subscribers is not needed - or are they just totally incompetent?

[#14]

They are probably happy knowing that most customers won't do this - so they can contentedly sit without any real pressure from the end consumer. If the CEO starts getting bombarded with emails, I imagine it would change within the week. 

[#15]

The CEO's office gets quite a few/a lot of emails from PN (and probably other ISP's) customers, but the organisation is still wedded to procedures from the days of GPO Telephones.

Sadly, I'm old enough to remember those days, and the fun and games of getting anything done in a timely manner.