Fibre broadband activation

[#1]

i had applied for a new connection of 24th august. my phone line was activated on 2nd sep. When does the broadband get activated? I have been given a date for 17th sep, which is today but have not received any update yet. All I have done is wait for things to get done, but nothing seems to be happening...

Having read some of the messages here , it seems to be a common occurrence with plus net. To make matters worse, I have, till date, been unable to get hold of customer service rep, even after waiting for over an hour to be connected to a real person.

How long is the waiting period if you repeatedly say 45 minutes waiting and I have to wait more than an hour!!! But more importantly when will my broadband be active?

[#2]

Similar experience. It seems with Plusnet you get the message that your Broadband and Fibre is activated then 7 days later get the router, which has eaten away much of your returns period. As I recall this is either 7 or 14 days. Then they tell you that it takes a few days to get the speed. That exchange of 'couldn't care less' on line chats in itself is a joke. Today I did a speed test on receipt of my fibre router and yet again shock horror! My fibre is currently shows 6.6Mb/s line speed.
This is after the frustration upgrading from their 17Mb/s unlimited broadband offer during which I was getting 2.5Mb/s. Life is short but companies like Plusnet will happily eat into it.

[#3]

By the way, I waited 45 mins too on 2 occasions and gave up with their tech support on the slow line speed and decided to upgrade. For the upgrade path to Fibre I spent 90 mins through online chat. I believe the useless 17Mb unlimited broadband offer is really a shunt to get customers to sign up to Fibre in apathy.

[#4]

It seems I have joined the growing numbers of disgruntled upgrade customers.  My Plus Net Hub One arrived within a couple of days.  I waited until the email arrived telling me I was up and running.  This arrived on 2 September, predicting a speed of 38 - 40Mbs.  The router pretty much set itself up, so now I just have to be patient for the 10 days settling in period.  That ended a week ago, so I ran a test.  Guess what, 6.7 speed as I have had for a long while.  Gave it another couple of days, same result.  Tried to speak to Customer Services, but not prepared to sit on a phone for in excess of 60 minutes.  The online 'Chat' not available (it is still not as of today).  Logged in to the router, did the check yesterday and I am still on ASDL.  Have just checked again, same thing.

I've been a Plus Net customer for many years and always very happy with them, but this is rapidly changing.  I am paying an increased fee for a service I already had at a lower charge.  Just starting to think it may be time for somebody like Oftel to speak to Plus Net.  If they (Plus Net) have a problem, technoical or otherwise, they should really put out the nformation to the members, not just make it impossible for members to reach C.S.

[#5]

Hi JB2 and welcome to the forums.

Have you rebooted your router? Also there is no ten days settling in period on Fibre!

[#6]

Thank you for that advice.  I had obviusly mis read the 10 day instructions somewhere.

Have now rebooted and followed the on screen instructions, at about 1130 hours.  Some 3 hours later it has made absolutely no difference.

Previous entries on the forum suggest Plus Net have to do something their end, something about a cabinet.  Not sure what that might mean.  I will try to be patient for another few days, but am rapidly reaching kick off time.

[#7]

Chat seems to be available just now for me. Make sure you're not using an ad blocker or script blocker as they can prevent chat from working.

[#8]

When I upgraded to fibre the router immediately connected at 40Mbps download but the actual throughput speed, even a few days later, was still stuck at the 2.5Mbps that I'd had for ADSL. I used chat (waited half an hour for my turn) and a very helpful person looked, found that the Plusnet server setting hadn't been updated and fixed it there and then. I was pleased with that level of service. But it does appear that sometimes things get overlooked and you have to query them..

[#9]

Thanks for above 2 comments.  I do not have an ad blocker working.  As of 1010 BST on 20 September the Plus Net site shows Chat not available.  Phone waiting time approaching one hour 'due to a major issue'.  I am starting to wonder why, after paying for a service provision, I have to chase the seller to get it.  That does not seem right to me.

[#10]

1120am

[#11]

Thanks again, but 'CHAT' is still unavailable on my machine.  I have tried it using Firefox (default), I.E and Edge, all with AVG Firewall disabled.  Same result with each browser.  Then tried it on another desk top, same.  Then on a lap top, same.  I am using a Plus Net Hub One router, is there a switch of some sort in that?  Frustration is really starting to boil over now.  If this goes no much longer I think I can hold Plus Net in breach of our contract and move on somewehre else, although I seriously do not want to take that road.

[#12]

Chat is still working here...

[#13]

Do you need to have Flash installed to use chat? Could that be the problem?

[#14]

That's a good question @bobminors but unfortunately not the answer as I have just tried accessing chat after uninstalling Flash and it still worked.

[#15]

I'm getting chat unavailable now, too. (12:31)

There is another way to contact PN - if you go to https://www.plus.net/home-broadband/contact/ and hit the "Contact Customer Services" button, you can raise a "Question" yourself and there is space to enter details of the problem. It will appear in your "Questions" in your member centre home page. It may take a day or two to get an answer, but someone will look into the problem eventually.