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Broadband connection

Newbie
Posts: 2
Registered: ‎03-06-2018

Broadband connection

Hello, I advised that I was changing address on 25/5/2018 and in that call I was notified that this would take 5-7 days. Broadband is not currently connected, and the order tracker is empty. Please advise.
8 REPLIES 8
Moderator
Moderator
Posts: 20,453
Thanks: 3,812
Fixes: 423
Registered: ‎06-04-2007

Re: Broadband connection

Moderator's note:

Moved from Fibre Broadband to My Order.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 799
Fixes: 46
Registered: ‎23-01-2018

Re: Broadband connection

Hi Michael I'm Ollie. 

 

After checking your account we have been providing updates via ticket for you here

 

Should you have any further questions please feel free to get back in touch. 

 

Thank you.

 

- Ollie 

 

 

Newbie
Posts: 2
Registered: ‎03-06-2018

Re: Broadband connection

Hi Ollie,

Thanks for the update.
I see that activation is now expected for 12 June 2018, working off 10-14 working days rather than the previously advised 5-7.
Is there any way to make this sooner? I work from home a lot and will have highly increased expenditure due to having to use my phone as a hotspot.

Thanks,
Michael.
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 799
Fixes: 46
Registered: ‎23-01-2018

Re: Broadband connection

Thanks for getting back to me Michael I really appreciate your patience. 

 

I wish there was a quicker way Michael but we genuinely provide the earliest dates our suppliers provide ourselves.

 

If you have any further queries give us a shout and we'll be more than happy to help. 

 

Thanks.

Superuser
Superuser
Posts: 16,568
Thanks: 6,786
Fixes: 62
Registered: ‎22-08-2007

Re: Broadband connection

@OllieC,

Do business grade services - which are more appropriate for home workers (as such activity infringes residential service T&Cs) - get preferential installation services as well as care level 2 repairs?
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 799
Fixes: 46
Registered: ‎23-01-2018

Re: Broadband connection

Hi Townman, 

 

For broadband, the service level is the same as with residential customers, but business customers do have an option to add enhanced care which is explained over here: https://www.plus.net/help/my-account/about-enhanced-care/ 

 

Let me know if if I can help with anything else.

 

Thanks.

Superuser
Superuser
Posts: 16,568
Thanks: 6,786
Fixes: 62
Registered: ‎22-08-2007

Re: Broadband connection

To be clear PHINE LINE faults are dealt with at care level 2 for business users from BTOR but BTw gives everyone the same response time for broadband.

My question here was more related to install times. The user is looking for a quicker installation because they have a business use need. If they subscribed to a business grade service would / might it be installed quicker than a residential grade service?
Plusnet Help Team
Plusnet Help Team
Posts: 843
Thanks: 147
Fixes: 42
Registered: ‎24-04-2017

Re: Broadband connection

Hi Townman,
Although there is a slight difference in time frames we get for new line installs between residential and business accounts we rarely would see the benefit the earlier date would give as engineer availability is the deciding factor.
In regards to the broadband side of things there's no difference across both account types in terms of installing the service and again is largely dependent on engineer availability in the area.

 

 Ben Devine
 Plusnet Help Team