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Fibre Broadband Order Update please

Posts: 3
Registered: ‎09-05-2019

Fibre Broadband Order Update please


Could someone from plusnet please get in touch. Have tried live chat for 2 days and just keep getting no one is available.  My phone line wentive 12 hours after ordering however would like an update on when broadband will go live. Also info on how to claim my payment card offered as part of sign up. 



Plusnet Help Team
Plusnet Help Team
Posts: 802
Thanks: 108
Fixes: 60
Registered: ‎02-05-2017

Re: Fibre Broadband Order Update please

Hi @Dimmingdave, thanks for getting in touch.


I am sorry for the lack of communication there has been surrounding the broadband order. It looks like there has been a slight delay in the progression of the broadband which we've had to raise to our suppliers. Essentially when the service has been stopped with the previous provider and the new service has attempted to be placed, there is a marker that has been left on the line from the previous provider that shows broadband is still enabled with them. While we know this not to be the case as there is no active broadband, we have to update the records to reflect there is no active service otherwise our broadband order fails to progress. We've raised this and we'll update you via the support ticket here when we know more.


With regards to your cash back, an email will be sent to yourself within 10 working days of active service for you to claim this reward.


Let us know if you need anything else.

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