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New Router has not arrived and broadband has not activated

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Newbie
Posts: 4
Registered: ‎27-03-2020

New Router has not arrived and broadband has not activated

Dear Customer Service,

Can you let me know what is the status with my order (BP03096464)? My account summary states the router was posted at least 4 days ago and new broadband activated. Today is the activation date but nothing has arrived.

If there is a delay due to coronavirus, can you let me know the approximate new time frame? Also, would the new contract start without the service actually starting?

Regards

Tzeh Bin Cheong

8 REPLIES 8
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Hero
Posts: 4,916
Thanks: 2,118
Fixes: 141
Registered: ‎30-06-2016

Re: New Router has not arrived and broadband has not activated

@aki70007  Welcome to the forum 

A different topic but try the advice in this post as it should answer your question. https://community.plus.net/t5/Fibre-Broadband/Upgrade-to-fibre-first-billing-date-passed-but-no-rout...

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Plusnet Help Team
Plusnet Help Team
Posts: 8,017
Thanks: 949
Fixes: 388
Registered: ‎01-01-2012

Re: New Router has not arrived and broadband has not activated

Thanks for getting in touch @aki70007 and apologies for the delayed response. 

I can see you've spoken with our support team regarding this

Let us know if there's anything else we can help with

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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Newbie
Posts: 4
Registered: ‎27-03-2020

Re: New Router has not arrived and broadband has not activated

Hi @MatthewWheeler,

Unfortunately, the router has not arrived again. Can you kindly advise if the router has indeed been posted, please?

regards,

@aki70007 

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Moderator
Moderator
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Registered: ‎11-01-2008

Re: New Router has not arrived and broadband has not activated


Moderators Note


This topic has been moved from Fibre to My Orders

Customer / Moderator
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If it fixed it click 'This fixed my problem'
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Newbie
Posts: 4
Registered: ‎27-03-2020

Re: New Router has not arrived and broadband has not activated

Hi @MatthewWheeler

My router has arrived this afternoon, Sunday, 5th April. However, the Unlimited Fibre Extra does not seem to have been connected. I have not received an email from Plusnet regarding the status of my fibre internet activation.

Do I have to disconnect the new router and use my old one instead?

Also, is there an approximate timeframe when my fibre internet will be activated?

regards

Bin

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Seasoned Champion
Posts: 1,155
Thanks: 487
Fixes: 23
Registered: ‎07-07-2009

Re: New Router has not arrived and broadband has not activated

@aki70007  Have you checked for an open order as suggested by Baldrick1 earlier in this thread. You need to look at all the text which follows the broadband availability section.

https://my.btwholesale.com/includes/adsl/adsl.htm?s_cid=ws_furls_adslchecker 

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Newbie
Posts: 4
Registered: ‎27-03-2020

Re: New Router has not arrived and broadband has not activated

Hi @RealAleMadrid ,

Thank you for the advice!

There is a line stating "There is an open order on your line which is due to complete by 14-Apr-2020.". I will keep my fingers crossed at BT will switch my product over next week.

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Plusnet Help Team
Plusnet Help Team
Posts: 1,183
Thanks: 226
Fixes: 50
Registered: ‎22-01-2018

Re: New Router has not arrived and broadband has not activated

Hello @aki70007,

 

Thanks for getting in touch and we are sorry for the delay in your services swapping over to fibre.

 

The order will complete by midnight on the 14/04/2020, please get back to us if you need any further assistance.

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