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New order

Lj1982
Newbie
Posts: 4
Registered: ‎11-04-2023

New order

My current broadband service got terminated today. I placed the order with plusnet over 2 weeks ago. They said I’d be up and running on the 3rd April. Contacted them last Thursday as router hadn’t been received. Received that on Saturday. Rang yesterday as still nothing to be told phone line got accepted but the broadband order didn’t. I’m not waiting to be connected. Day 1 of no internet. How long will this take? And can they hurry it along seeing as there been a lack of communication about this order
9 REPLIES 9
jab1
Legend
Posts: 17,238
Thanks: 5,544
Fixes: 258
Registered: ‎24-02-2012

Re: New order

@Lj1982 If your current service has been disconnected this morning, it is a fair assumption that your Plusnet connection will be made today, but note it can take up to 23.59 for all the 'cogs' to mesh. Have you checked here: https://www.plus.net/member-centre/login?p=search for any open or closed tickets, which may be of use?

John
Lj1982
Newbie
Posts: 4
Registered: ‎11-04-2023

Re: New order

This is on my tickets yesterday

We are now placing the orders associated to the account so that we can get you up and running as soon as possible. The specifics of your order are detailed below. � Is address and contact number correct in workplace: Yes � Type of Order: Transfer � Retain number, where possible: Yes � Customer required by date: ASAP � Hazard Notes: Automation Ref: PROV2 We will provide updates as soon as we receive them from our suppliers. If you have any questions, please do not update this ticket, but instead contact our support team directly. Kind regards, Amy Frisby
jab1
Legend
Posts: 17,238
Thanks: 5,544
Fixes: 258
Registered: ‎24-02-2012

Re: New order

Ok - Informative as always - not! As i said above though, if your previous service is disconnected, this should mean your PN connection should be live by the end of the day.

You could always call and check, though.

John
csmith94
Plusnet Help Team
Plusnet Help Team
Posts: 387
Thanks: 151
Fixes: 28
Registered: ‎01-12-2020

Re: New order

Thanks for reaching out over the forums @Lj1982. I can see that a cease order was placed with the current provider to disconnect your services on the 11/04/23, other orders on the line do stop us from being able to place our own so unless they're removed, we need to wait for the orders to complete. A few emails were sent out to confirm this prior to today. 

 

As the line is now fully disconnected, I've managed to place your order to reactivate the services on our network and the live date will be confirmed within 24 - 48 working hours over email & text. 

 Curtis Smith
 Plusnet Help Team
Lj1982
Newbie
Posts: 4
Registered: ‎11-04-2023

Re: New order

How long will I be waiting to be connected back? I presumed it was a switch so wouldn’t have to be without internet. If I knew this I wouldn’t have changed supplies. I work from home and need Wi-Fi
Lj1982
Newbie
Posts: 4
Registered: ‎11-04-2023

Re: New order

I always never received any communication that this would happen. No phone calls no emails. I’ve had to ring twice to 1 receive my router and then yesterday to be told that my phone line had been accepted but my broadband had failed with no reason.
jab1
Legend
Posts: 17,238
Thanks: 5,544
Fixes: 258
Registered: ‎24-02-2012

Re: New order

@Lj1982 Who were you with previously, and did you tell them you were changing supplier?

John
csmith94
Plusnet Help Team
Plusnet Help Team
Posts: 387
Thanks: 151
Fixes: 28
Registered: ‎01-12-2020

Re: New order

@Lj1982  - The reactivation can take around 1 - 2 weeks. Did you speak to your provider and say that you wanted to cancel? To do a straight forward switch, you would just need to contact the new provider to avoid confusion. 

 

I can see that emails were sent out as part of this ticket, not sure why you wouldn't have received them. 

 Curtis Smith
 Plusnet Help Team
Townman
Superuser
Superuser
Posts: 23,200
Thanks: 9,719
Fixes: 162
Registered: ‎22-08-2007

Re: New order


@Lj1982 wrote:
How long will I be waiting to be connected back? I presumed it was a switch so wouldn’t have to be without internet. If I knew this I wouldn’t have changed supplies. I work from home and need Wi-Fi

It is a "switch" if YOU leave everything to the new provider - it is called a working line takeover.

If YOU told your previous supplier that your were leaving, then YOU make it a cease and re-provide journey which does entail downtime for the reasons advised above.

If you want a seamless migration, then you need to follow the Ofcom defined process - see Switching broadband provider - Ofcom

"If your current broadband service runs on the Openreach phone network, and you’re switching to another provider that also uses this network, you can follow a ‘one-stop’ switching process. (Companies that use the Openreach network include BT, EE, Sky, TalkTalk and Vodafone.)

Under this process, you don’t need to contact your current provider at all. Instead, your new provider can arrange the transfer for you."

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.