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December 8th Activation

DCI
Dabbler
Posts: 24
Thanks: 3
Registered: 06-12-2017

December 8th Activation

Hi all

 

I ordered my broadband on the 24th November. It is being activated on the 8th of December.

 

It is now Wednesday afternoon on the 6th of December & my order is still saying "Checking your line".

 

I have no router delivered to me yet and pretty much no communication from Plusnet. Is this correct?

 

Thank you

26 REPLIES
Superuser
Superuser
Posts: 6,645
Thanks: 734
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Registered: 30-07-2007

Re: December 8th Activation

Hi and Welcome,

I'm afraid it sounds like the automated systems failed to place the order and it's not been picked up. You either need to call Customer Service ( if you have time to wait on the phone ) , try Chat or wait for a staff memebr to check what's happened to your order.

DCI
Dabbler
Posts: 24
Thanks: 3
Registered: 06-12-2017

Re: December 8th Activation

Off to a great start then by the looks of things. The system didn't fail to take the £80 odd out of my bank account a day or 2 after I placed the order though. Always the way Smiley

 

Thanks for your help, I appreciate it. I am in a queue of the phone now.

 

DCI
Dabbler
Posts: 24
Thanks: 3
Registered: 06-12-2017

Re: December 8th Activation

45 minute wait on the phone, but spoke to a lovely lady who told me the system failed to place my order. Long and short of it is it will be another 2 weeks for my broadband to switch to Plusnet.

 

Thanks again for the help.

Plusnet Help Team
Plusnet Help Team
Posts: 8,349
Thanks: 2,566
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Registered: 21-04-2017

Re: December 8th Activation

Hi there.

I'm sorry to hear your order wasn't put through to our suppliers when you signed up and I'm also sorry to see we've placed the wrong type of order for the service you requested during the sales journey.

 

I'm rectifying this and I've provided more info here.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
DCI
Dabbler
Posts: 24
Thanks: 3
Registered: 06-12-2017

Re: December 8th Activation

Thank you very much  for your help Gandalf. Hopefully I hear better news soon.

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 8,349
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Registered: 21-04-2017

Re: December 8th Activation

No problems. There's a bit of a road bump in placing your broadband order.

Records are showing a pending cease on the line, basically it looks like the active broadband service is to be switched off tomorrow. Sad This could be just a records issue or it could be something your current provider is doing.

I'll need to dig deeper into this tomorrow. I've got the ticket on your account in my workflow so I'll follow up tomorrow.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
DCI
Dabbler
Posts: 24
Thanks: 3
Registered: 06-12-2017

Re: December 8th Activation

The good news is that so far today 8th December BT have not turned off my broadband.

 

My member centre layout has changed I think & I can no longer track my order. I also have a next billing date of the 8th of January. It seems like Plusnet think I am connected with them?

 

Any updates will be appreciated. Thank you.

 

 

EDIT: I received an email from Plusnet at 12:22 this afternoon saying that my broadband is up and running, it also says that I have not ordered a router (I have) and it is giving me the login details. However I am still using my homehub 3 with whatever details are on that from BT and I still have internet. Seems a real mess atm. Any help appreciated.

 

EDIT NUMBER 2: I have typed the login details that Plusnet sent in my email today into my home hub 3 & I now seem to be connected to Plusnet. I have checked on https://www.whoismyisp.org/ and it tells me

PlusNet Technologies Ltd

Your Internet Service Provider (ISP) is 'PlusNet Technologies Ltd'. In some cases an ISP uses the network of another ISP, in this case your actual ISP can often be found in the hostname. An ISP is an organization that provides internet access to its subscribers, usually at a monthly or yearly fee. Many ISPs provide additional services, such as web hosting or email.

 

Not sure what is happening but I am pleased that my Plusnet order appeared to go through? Any help appreciated, all very confusing.

Thank you!

 

Plusnet Help Team
Plusnet Help Team
Posts: 8,349
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Registered: 21-04-2017

Re: December 8th Activation

My member centre layout has changed I think & I can no longer track my order. I also have a next billing date of the 8th of January. It seems like Plusnet think I am connected with them?

Yep.

 

It turns out that our automated system did in fact place the order with our suppliers, but it didn't send you notification of that and admittedly both me and the provisions adviser you spoke to missed the order reference it left on the account.

 

Apologies for the confusion above and with regards to the order completed notification you've received advising you you haven't ordered a router when you have.

 

I'm happy you're up and running now. Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
DCI
Dabbler
Posts: 24
Thanks: 3
Registered: 06-12-2017

Re: December 8th Activation

Thank you Gandalf. It was all rather confusing but I am delighted I am up and running.

 

With the regards to the router that I order and have not yet received, can you look into this for me and have a router sent out to me as soon as possible & advise when it has been sent?

 

Thank you very much

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 8,349
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Registered: 21-04-2017

Re: December 8th Activation

I'm happy to hear you're up and running.

Apologies that your router wasn't ordered automatically in advance of your service activating. I can see it's been ordered last Friday so it should be with you this week.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
DCI
Dabbler
Posts: 24
Thanks: 3
Registered: 06-12-2017

Re: December 8th Activation

Well now the fun has really kicked off, and I’ll admit I’m pretty peeved off.

 BT are telling me that Plusnet have also taken my phone line on the 28th December. BT are telling me I do not have a BT Basic Phone line with them, Infact they are telling me I have NOTHING with them.

 I've been passed from pillar to post over Christmas and I’m losing the will to live daily.

 What is happening Plusnet, this gargantuan mess needs sorted and the sooner someone can help the better as I’ve just about had enough!

 I am currently in a queue to BT to check if I can get my BT Basic landline back again EDIT they have just hung up

 SORT THIS MESS OUT PLEASE.

Plusnet Help Team
Plusnet Help Team
Posts: 8,349
Thanks: 2,566
Fixes: 414
Registered: 21-04-2017

Re: December 8th Activation

I can confirm that we are not providing your phone line. Our phone order was cancelled on the 7th.

As far as I'm aware, you can't have BT Basic and broadband with another provider other than BT Retail/Consumer, so this might be where the confusion lies with your phone provider.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Browni
Aspiring Hero
Posts: 2,267
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Registered: 02-03-2016

Re: December 8th Activation

I may be the exception to the rule as I have a broadband only package with Plusnet and my line is BT Basic.
I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
Plusnet Help Team
Plusnet Help Team
Posts: 8,349
Thanks: 2,566
Fixes: 414
Registered: 21-04-2017

Re: December 8th Activation

I guess it might be due to how BT Basic is provisioned...

In a lot of cases, we're unable to place a broadband order in the first instance, if there's BT Basic on the line.

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