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Concerned re lack of broadband activation info

frcr17
Newbie
Posts: 1
Registered: 07-02-2017

Concerned re lack of broadband activation info

Hi 

 

I am switching one of our business lines over to Plusnet for phone and ADSL service. When ordering online I was able to select a date for activation of the phone and broadband. I selected today, 7 February for both. 

I subsequently received an email confirming my phone would switch over today, but heard nothing at all about confirming the date for the broadband. However, BT wrote to me to state that the provision of the current broadband service would cease today, which it did early this morning. 

 

I ordered the free Plusnet router as a backup, but when I rang up yesterday to chase its whereabouts the order had not actually been placed so the chap on the phone ordered it manually for me and it arrived today. While I was on the call yesterday the gent also confirmed that the broadband was on course to be activated today. 

 

As I said earlier, my previous supplier's broadband dropped early this morning but the Plusnet broadband is not yet up and running. Also, under my account it shows the order as 'complete' but when I click on the link for more details it seems to be stuck at 'Activating your line'. While I'm aware that in theory activations can take up to midnight I am concerned as to whether it has actually been set up right (because the router wasn't sent, and I haven't actually had the activation date confirmed by email/SMS as has happened in the past, and the activation has normally happened in the early morning of the day in question for me previously). 

 

I appreciate I've already asked about this a couple of times on the phone today but I really do need the broadband back up tomorrow - if I PM my details to one of the PN staff can they please look into this to see what the situation is? 

 

Many thanks.

1 REPLY
Plusnet Help Team
Plusnet Help Team
Posts: 4,553
Thanks: 250
Fixes: 111
Registered: 01-01-2012

Re: Concerned re lack of broadband activation info

If you can PM us your username we can look into this.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team