New plusnet customer. Do I need to notify BT?

[#1]

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@christianpjones wrote: 

So if the router has been delivered then it looks like everything is on track.

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I spoke too soon. 

I got the expected emails through this morning: one from BT saying their services had been cancelled and then another one from Plusnet saying my broadband's ready. Except it isn't. I've spent the last half an hour on the phone to customer services trying to sort it. My order has been completed but the guy from customer services said the line is still showing as "committed" rather than "active." His suggestion is to restart the router periodically throughout the day and hope it sorts itself out.

I know it's a first world problem but I'm a bit miffed to have had confirmation from Plusnet that everything should be working only to find that it's not working at all.

[#2]

Sorry for any confusion caused.

The agent you've spoke with has been a bit eager as the engineer hasn't completed the work at the cabinet yet.

If you just leave the router connected once he's done it you'll be able to get online

[#3]

Hello Matthew,

Thank you very much for looking into it.

 Should I leave the router on and connected or switch it off and try again later? Does it make any difference?

[#4]

I've just noticed something while looking through the router settings: the username is setup@plusdsl.net

I'm assuming it went back to this when the agent got me to do a router reset.

Should it be my username or does it not make any difference?

[#5]

All you need to do is leave it on and connected.

The setup@plusdsl.net is the automated username which will change to your own once the work is completed

[#6]

Great. Thanks very much, again.

[#7]

I had a call about half an hour ago from the OpenReach chap working at the exchange. While we were chatting I tested the connection: blue light on the hub and the result from speedtest.net is below.

Thank you to Matthew and everyone else that helped. 

[#8]

Glad to hear it's finally sorted!