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My service has be disconnected too early

Lb2
Hooked
Posts: 5
Registered: ‎21-11-2019

My service has be disconnected too early

I switched to sky broadband on Saturday 16/11 and was given a connection date of 02/12. However, my plusnet connection went down on 19/11.

After speak to plusnet, they didn’t seem to know what was going on, and was told they would need to investigate further.

I got a message last night saying my line had been incorrectly ceased and will now have to wait 48 hours for a further update.

We have now been left without broadband, what can I do now?

Nightmare!!’
Tags (1)
9 REPLIES 9
Lb2
Hooked
Posts: 5
Registered: ‎21-11-2019

Re: My service has be disconnected too early

Just had a note put on my account that I will now have to wait until 23/11 for an update.
Baldrick1
Seasoned Hero
Posts: 6,029
Thanks: 2,666
Fixes: 179
Registered: ‎30-06-2016

Re: My service has be disconnected too early


@Lb2 wrote:
We have now been left without broadband, what can I do now?
Nightmare!!’

Go for a walk? Talk to each other? Read a book? There are lots of options.

LordFoul
Plusnet Help Team
Plusnet Help Team
Posts: 779
Thanks: 87
Fixes: 32
Registered: ‎06-08-2018

Re: My service has be disconnected too early

Hi @Lb2,

 

Thanks for getting in touch.

 

I'm sorry to hear that, I can confirm our suppliers have asked us to review this after 22/11/19 so we shall be doing so then.

 

In the meantime, if you need any further assistance, please let us know.

 

Thanks - LF

If this post resolved your issue please click the 'This fixed my problem' button
  Tahir M
 Plusnet Help Team
Lb2
Hooked
Posts: 5
Registered: ‎21-11-2019

Re: My service has be disconnected too early

Thanks for your reply, but it is nearly the end of the day on 22/11 and there has been no change and no body has been in contact.
OllieC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 799
Fixes: 46
Registered: ‎23-01-2018

Re: My service has be disconnected too early

Hi @Lb2

 

I'm really sorry but as LF advised, we were informed to check back after the 22nd not on the 22nd. We wouldn't be able to provide an update for you at this moment in time. 

 

We're sorry for any inconvenience caused.

 

Kind Regards

Lb2
Hooked
Posts: 5
Registered: ‎21-11-2019

Re: My service has be disconnected too early

Still nothing
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,131
Thanks: 991
Fixes: 401
Registered: ‎01-01-2012

Re: My service has be disconnected too early

Thanks for getting back to us @Lb2

We've chased this up for you and updated the open ticket on your account.

Apologies for any inconvenience caused

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Lb2
Hooked
Posts: 5
Registered: ‎21-11-2019

Re: My service has be disconnected too early

Thanks, but the only update I have received is to tell me I will now have to wait until the 26/11 for an update!

Don’t think plusnet have any intention of reconnecting me, just keep sticking another 3 day ticket on it and stringing me along.

Funny how plusnet can disconnect me immediately after switching when the move date is 02/12, but then have such a difficulty in reconnecting me, especially when it is their own parent company BT that is handling this.

I have no faith I will be reconnected before the 02/12 and plusnet are just sitting it out.

The whole reason I’m switching in the first place is because the broadband service is appalling, it keeps dropping and is painfully slow.

No mention of a refund or compensation.
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,131
Thanks: 991
Fixes: 401
Registered: ‎01-01-2012

Re: My service has be disconnected too early

Thanks for getting back to us @Lb2

Unfortunately, it does appear that our suppliers have ceased the line early but due to the issues mentioned on the ticket, we can't guarantee that your services will come back on before you transfer to your new provider.

We'll obviously refund you for any downtime and in terms of compensation, we'll get that arranged depending on how the situation pans out.

Apologies for any inconvenience caused

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