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How does "orders" work?

FIXED
Townman
Superuser
Superuser
Posts: 23,935
Thanks: 10,143
Fixes: 174
Registered: ‎22-08-2007

Re: How does "orders" work?

‎02-06-2023 11:40 AM - edited ‎02-06-2023 11:45 AM

Check you router lights

I was going to post my "boiler-plate" link to the router lights information ... however I have discovered that the Hub Two router guide page - How to set up your Plusnet Hub Two router | Help | Plusnet - appears to be broken.

@MatthewWheeler / @adamwalker  / @ClaudiaG23 - as an aside can you please raise this to the right person? TIA.

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

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Mustrum
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Registered: ‎13-08-2015

Re: How does "orders" work?

‎02-06-2023 11:51 AM

@gspn   there is still a number of things that need to be completed before your broadband goes live after Openreach do their thing, and the PN systems complete their processes.. You should get a text/email saying when your broadband is available to use - this can take any time up until midnight.

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gspn
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Registered: ‎30-03-2023

Re: How does "orders" work?

‎03-06-2023 12:10 AM - edited ‎03-06-2023 12:11 AM

Not a great first time experience.
Activation date passed. Got a phone confirmation text early afternoon even through landline number was working fine during the morning Openreach engineer visit.
Haven't received a broadband confirmation text and also orange light is still solid orange. Event logs show authentication failed (doesn't work with the correct username and password either), attempted to reset and restart the router several times already (including after replacing the password). The light goes blue after a factory reset and during setup, but goes orange after it auto fetched my user.
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gspn
Grafter
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Registered: ‎30-03-2023

Re: How does "orders" work?

‎03-06-2023 7:42 AM

Got an email at 2am to confirm broadband is ready and after a router reboot this morning. I'm finally online 😄 I've also managed to set myself up the static IP too which is allocated.
Presumably there's an automatic compensation for the missed activation date?
Huge thanks again to everyone on this thread for their help, I appreciate the responses and both general and technical information, from the staff and community!
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MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Re: How does "orders" work?

Fix

‎04-06-2023 11:45 AM

Sorry to see this happened @gspn. I'm happy that you're finally online now

It looks like the orders actually completed on our supplier's systems on time but for some reason, the broadband wasn't activated on our end until the day after.

This means you wouldn't get automatic compensation applied normally as technically there was no delay but I've applied the equivalent amount as a gesture of goodwill

 

 

After the 3rd of November I will have a limited presence here as I have moved to a new role
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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