New Order Support ? Is There Any ?

[#1]

My broadband contract was due to go live yesterday, the 8th.

It hasn't.

On the 7th, my broadband from the previous provider had gone dead,

and I'd received email from Plusnet to say that my phone service with them was now live.

So I tethered my mobile to use my laptop.

Waited all day for the text from Plusnet to tell me my broadband service was up and running,

and that I could connect my router.  Continued tethering iPhone to laptop.

Right up to midnight.

Still nothing from Plusnet.

Sunday, 9th.

Phoned Plusnet support on 0800 432 0200.

Selected option 1 of menu

Automated voice answered, which obviously recognised my mobile no.

and said "Your service is not yet ready. Support hours are Monday....etc".

And then rang off.

This is support ?

[#2]

Moderators Note

This topic has been moved from ADSL Broadband to My Orders

[#3]

Presumably you have plugged your router in to the BT main socket? What lights are showing?

Have you tried plugging a landline telephone in and see if it works?

It might be that the service start date has been delayed due to lack of engineer availability and Plusnet have failed to advise you. Put your telephone number in here and read through to see if there is any reference to an open order. If so then this is likely to be the new go live date. https://my.btwholesale.com/includes/adsl/adsl.htm?s_cid=ws_furls_adslchecker

[#4]

I haven't plugged anything in. 

When I made the order 2 weeks ago, I received a text on the 24th to say the

broadband service would go live on 8th June, at any time up to midnight.

Last Tuesday, I received another text to say the router was in the post. but not to set the router

up until I received another text to say the broadband was ready to use.

I have received no such text, and as instructed, I've made no attempt to connect the router.

I've tried the Plusnet 'Chat' support several times today, but it just keeps saying no agents available, so I guess what that really means is Plusnet don't do support on Sundays. .

I'll check that link you mentioned.

[#5]

Entered my phone number into that linked page. Nothing there about open orders, just loads of stuff about 'available'.

and nothing that I could identify about me.

[#6]

Plug the router in and see what happens, nothing will break.

[#7]

No Internet

2704N

[#8 · Accepted solution]

Hi @trufflehunt, I'm really sorry to hear of your poor start to our services and lack of updates. Checking your Broadband order I can see that this is now complete so I've updated some details this side and you should now be able to get online. I have provided some further detail on this on the account here.

If the router doesn't automatically connect within the next 15 minutes, you may need manually authenticate it. To do this, follow the steps below:

- Connect a device to the router (if having issues connecting with WiFi, connect via Ethernet).

- Open up a browser and type 192.168.1.254 in the address bar and hit enter.

- Go to 'Basic Settings'

- Enter the admin password (found on the handy reference card on the back of the router).

- Enter your Broadband username in the following format username@plusdsl.net (If at first you can't enter the details, select the disconnect option)

- For Broadband Password enter your account password.
- Click 'Connect'
 

Please get back to us if you have any further issues.

[#9]

Thank you for your assistance. . All connected and working now.

Baldrick1, also thank you.

Andrew.