My newly placed order.. I'm confused

[#1]

Hi all

Yesterday I were going to order Plusnet but I didn't quite get round to it but when I added everything to my cart it said I would need an engineer to come out for £49.99 and today when I did everything the exact same, it didn't mention an engineer and didn't show in my cart? Before it took me to my order it asked if I had a BT socket (which I do).. I literally did everything the exact same as yesterday, could someone help me please? It would be great if I didn't need the engineer.

[#2]

£49.99 is the charge to provide a new line

[#3]

So because I have a Bt socket already an engineer doesn’t need to come they would just reactivate it?

[#4]

If the line is not active I believe you would have to pay the new line provide charge, but if an engineer needs to visit would be down to BT Openreach to decide.

[#5]

But that wasn’t in my cart and I weren’t charged for it? The line would have been active before we moved in on 16/10/17 and the BT socket is still there, so they would just need to reactivate it wouldn’t they? I’m not sure how it works but how do I find out otherwise as I have just received a message saying my phone service will be active today?

[#6]

@coreymall96 Do you know what your phone number is?

[#7]

Yes Plusnet has given me it. Why?

[#8]

Have you confirmed it is working? If the phone isn't working, your broadband certainly won't.

If it is, however, you should not need an engineer visit.

Moderator's note by Mike (Mav): Full quote of preceding post removed after two posts were removed as per Forum rules.

[#9]

Hi there.

Mind sending me a PM with your address and landline number we've given you?

I'll be happy to check a few things out this side.

[#10]

Just sent it. Thanks in advance

[#11 · Accepted solution]

Cheers for the details.

It looks like we just restarted a recently stopped BT line at your address, which took just over 1 hour and is possibly the quickest I've ever seen a phone line to be reactivated as these type of orders usually go through next working day. 

We then swiftly got the broadband order in place, was accepted by our suppliers promptly and is due to complete on the 27th.

Again these type of orders usually bear a lead time of 4 working days. I'd hazard a guess that the equipment in the exchange was left semi-active when the line was ceased, so it's a relatively easy and quick process to reactivate the services.

Whilst this doesn't explain why we wanted £49.99 the first time you tried to sign up, if you selected all the same options both times, it's possible the system didn't detect the stopped line initially.

Let us know how it goes on Monday!

[#12]

Thanks a lot. That’s great news!

[#13]

No problems, aye indeed.

I'll check up on things when I'm in the office on Sunday.

Hopefully your router (assuming you've ordered one) arrives in time for the unexpected early activation.

[#14]

Moderator's note:

Two off-topic and unhelpful posts removed.

[#15]

I've just checked up on your broadband order and it's still in progress for the 27th.

We'll let you know when your broadband connection is ready to use and fingers crossed your router doesn't take too long to arrive. It should be in the post soon. -Anoush

EDIT: Changed date from the 24th to the 27th.