Delayed activation

[#1]

Broadband was supposed to be activated yesterday 6/10/22 however no activation took place.

I received a text this morning telling me its been delayed but no date to say when.

Can someone look into this for me please as a matter of urgency.

[#2]

@Ashphoa 

It would probably be faster to phone Plusnet and wait in the queue as the response times on the forums can be a little slow. The average time for a staff response was 3 days earlier this week.

[#3]

@SpendLessTime 

Thanks for the reply I've spoke to an advisor who advised itsva supplier issue and will update me shortly.

[#4]

@Ashphoa 

Glad you have some one on the case now.

[#5]

Openreach was on strike yesterday, see my separate post. The strike action is taking place on Thursday 6th, Monday 10th, Thursday 20th and Monday 24th of October.  The strike will affect both scheduled installation work and repair services with the possibility of further delays while backlogs are recovered.

[#6]

Thanks just my luck to be scheduled in for a strike day, hopefully be resolved pronto.

[#7]

Hi there,

I'm really sorry for the delay with your order. I see this is with our suppliers "number management team" as there seems to be an issue with activating the landline number in the systems so the order can be completed. 

We're monitoring this and we'll update you again as soon as we know more. 

[#8]

@Gandalf

Can you check on this to see if it’s been completed? As it was supposed to be completed 2 days ago

[#9]

I was supposed to be put on full fibre beginning of September engineer didn't turn up and had no contact from them.contacted plusnet and hopefully will get connected tomorrow afternoon although I've received no further updates from plusnet.im not expecting the engineers to arrive but you never know fingers crossed

[#10]

@Ashphoa, I'm sorry to see your broadband's not active yet. I've chased this up with our suppliers and they're escalating this with the relevant team to complete your order as soon as possible. I've been given a review date of tomorrow so I've placed the ticket 228200835 on hold until then and we'll update you as soon as we know more.

@Barbie1968, Sorry for the delay with your full fibre order. I see our suppliers missed the previous appointment due to engineer availability in your area, which basically means they had not enough engineers to get through all their work. The appointment is still booked for this afternoon 1pm to 6pm so fingers crossed, it can be installed then. 

[#11]

@Gandalf  I've been told the same thing since Friday it's always tomorrow but tomorrow never comes, if its not active by Thursday I will be cancelling the contract.

[#12]

@Ashphoa, Sorry to hear this. From what I can see when we spoke to our suppliers previously, we were advised that the task was effectively in a queue with the relevant team to resolve but today when I've chased it up, they've escalated the problem. Based on this, I don't believe that our suppliers are taking the same steps continually.

I do however appreciate from your point of view it feels like nothing's happening as you had no broadband previously and still have no broadband now. While it'd be your decision if you'd like to cancel your contract and I hope that you don't, ultimately it's likely to take longer to get up and running with another provider compared to sticking with the existing order. 

[#13]

@Gandalf

Ive been told is was escalated yesterday and they’re telling you the same thing again today. Which is the same thing I was told on Friday. I’m going around in circles and still hitting a square wall. I appreciate plusnet are trying to get me connected but I feel as though I’m being fobbed off keep being told the same thing as there has been no progress since Friday.

[#14]

@Ashphoa, Sorry that you feel this way. Again from what I can see the agent yesterday escalated the ticket to a back-office team to contact our suppliers helpdesk. The request wasn't picked up by this team at the time I saw your post today, so I chased this up with our suppliers instead to avoid further delay. I can assure you we're doing all we can to get you online.

[#15]

Engineer is here fingers crossed we're connected today