New Customer - Broadband not activated

[#1]

Hello there,

We have received an email saying our broadband should have been activated by 29 October 2018, midnight. We were under the impression we would receive an email once this has been done but nothing yet. Should we try to connect the router?

The account name is [Removed].

Thanks for your help.

Moderator's note by Dick (Strat): Personal information removed from a public forum (to an area that staff can see).

[#2]

Yes connect your Plusnet router allow it 5 mins to settle hopefully the blue light will stay solid if so check if you can view web sites. 

[#3]

Problem is PlusNet specifically asked we don't try the router before the broadband is activated. A bit worried it might cause more delays... Anyone?

[#4]

Trying the router won't harm anything.

[#5 · Accepted solution]

While you wait for a member of staff to confirm what is happening, you can do a quick check for yourself to see if your order has a completion date or if there is an open order on your line.

Have a look at the BT Wholesale checker site at https://www.dslchecker.bt.com/adsl/adslchecker.welcome

Enter your phone number and look in the text below the results table.

It will say if there is an open order on your line and more importantly the date it is due to be completed.

No open order means 

1. it is done and you can plug in the router;
2. or the order has failed and Plusnet haven't informed you;
3. or the BT Wholesale checker system isn't up to date.

[#6]

Hi @MD58, 

From what I can see your service went active on the 29th and you were emailed confirmation of this.

At the minute it's not showing you have an active connection, but testing shows that this is because the router is powered down. 

Can you confirm the router is switched on? If not make sure it's on and leave it to power up, if after about 5 minutes it doesn't allow you to make a connection to the internet it might be worth just factory resetting it again to force it to go through the automatic setup procedure. 

Any issues please let us know. 

[#7]

All working fine now

We never received the email to let us know it was activated though (even checked in my junk email) but we got there in the end.

Thank you all for your help!