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Line & Broadband Activation order not completed

FIXED
Brucews
Newbie
Posts: 3
Fixes: 1
Registered: ‎22-03-2023

Line & Broadband Activation order not completed

Had order arranged with PN coming from JL Broadband, and got an installation date of 15/03/2023.  Brand migration was started with both JLB and PN on 01/03/23, and PN query was to be reviewed on 16/03/23.  Nothing happened and am still on JLB, noted on the query that migration had not happened, and asked for update: a PN agent asked for a review, but nothing heard since.  I presume that I qualify for the Auto compensation starting from 15/03/23, but I will have no service after 30/03/23 when JLB contract is finished.  Can any PN agent advise what is the cause of the delay, Openreach etc?  I would have thought that it would have been the easiest transfer since JLB is a part of PN...

3 REPLIES 3
Townman
Superuser
Superuser
Posts: 22,978
Thanks: 9,578
Fixes: 159
Registered: ‎22-08-2007

Re: Line & Broadband Activation order not completed

Hi Bruce,

Welcome to the forums.

Have you transferred like for like from JLP to PN - that is same product, same speed, zero change in broadband service?  If "Yes" there is no change to perceive - no provision order is placed with BT Openreach.

What does your ticket history report?  See the link below.

What has not happened which you expect to happen?  Based on previous reports around here, the JLP account just keeps working ... there is a period during which you can just fire up the new Plusnet router and it all bursts into life.  Have you tried the new Plusnet router?

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.

Brucews
Newbie
Posts: 3
Fixes: 1
Registered: ‎22-03-2023

Re: Line & Broadband Activation order not completed

My order was identical, so I knew it was not supposed to involve Openreach, the last ticket read: 

"Script User - Automated Script Pool
7:05am, Thursday 16 Mar 2023
Question [ 232067085 ] is now off hold. Our Support Team will provide a further update soon."
 
 
and no further update came.  I added to the the ticket that the migration had not taken place and I wanted an update,  An agent noted that a review was required.
I am still using JL Broadband router settings, and entered the PN settings to see if it was live but it is not, and reverted back to JLB in order to have Internet.  I am not using the PN router,  I have an Archer VR400 and am well versed on setting it up.  I have added again to the ticket that I wanted information as that seems to be the only way to notify PN, unless you have a phone number other than the 0800-432-0200 which just seems to be sales?
Brucews
Newbie
Posts: 3
Fixes: 1
Registered: ‎22-03-2023

Re: Line & Broadband Activation order not completed

Fix

Update:  managed to get customer service to manually activate the phone line and broadband.  This could have been done on the first day (15/03/23) as it was a manual switch, but PN did not indicate that or reply to requests for update, so not the best customer service I was expecting, however fixed now.