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New to Plusnet still waiting for broadband connection

AndyF
Newbie
Posts: 3
Registered: ‎21-03-2018

New to Plusnet still waiting for broadband connection

Hi, I am migrating from BT Infinity 2 to Plusnet Unlimited Fibre Extra. BT stopped their service to me on 19th March morning and the phone line was transferred successfully the same day. I received a text telling me the phone line was active, which it is. However, I now have no fibre connection, the last text about fibre being that it would occur by midnight 20th March has expired, no update since that text message with broadband and I have not had a connection for 48 hours.



On My Account page the order is marked as complete, but the current activity is at “checking my line” when I go into the details. When will I be connected? I plugged in the router and turned it on and it shows no connection. I’m a little frustrated about having no broadband for over a day now, I thought the transfer should be seamless and there is only supposed to be a few minutes downtime.



Please can you help.

Thanks

Andy
5 REPLIES
Community Gaffer
Community Gaffer
Posts: 13,493
Thanks: 1,212
Fixes: 96
Registered: ‎04-04-2007

Re: New to Plusnet still waiting for broadband connection

Hi Andy, your broadband order has completed, however your account had not been activated correctly at our side. I've remedied this now so if you give things another go, you should be on your way.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

AndyF
Newbie
Posts: 3
Registered: ‎21-03-2018

Re: New to Plusnet still waiting for broadband connection

Thanks, I now have a connection, how long will it take to settle?

Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 252
Fixes: 69
Registered: ‎27-04-2007

Re: New to Plusnet still waiting for broadband connection

Hi Andy, do you mean settle in terms of speeds?


That can take up to the first 14 days but I'd expect it to be close to the estimate straight away.

 

Let me know if there's any issues. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
AndyF
Newbie
Posts: 3
Registered: ‎21-03-2018

Re: New to Plusnet still waiting for broadband connection

Thanks for responding, my service is all good.
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 252
Fixes: 69
Registered: ‎27-04-2007

Re: New to Plusnet still waiting for broadband connection

No worries, that's really good to hear Smiley 

 

Adam 

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