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No Broadband after swicth

emily2019
Newbie
Posts: 4
Registered: ‎28-03-2019

No Broadband after swicth

Hi,

My broadband is still not working yet, and the activation date is 26/03/2019. I have connected all the devices correctly according to the guide, and the telephone is working fine. However, the Broadband light in the router is always flashing and the Internet light is always off.

I phoned Plusnet on 26/03/2019, a staff member told me he would contact BT to fix the problem. However, there is no record in my online account regarding this call.

I phoned Plusnet today, and a staff member told me someone would contact me about this. Luckily, there is a record in my online account this time, but no one has contacted me so far.

Is there any progress regarding this? Could you please fix the problem ASAP?


Thanks

6 REPLIES 6
Gel
Aspiring Champion
Posts: 2,248
Thanks: 270
Fixes: 26
Registered: ‎02-08-2007

Re: No Broadband after swicth

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,215
Thanks: 1,080
Fixes: 408
Registered: ‎01-01-2012

Re: No Broadband after swicth

Sorry to hear your connection isn't working.

We've tested your line and that's showing an external fault so we've passed that to our suppliers.

As soon as we know more we'll update you further

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
emily2019
Newbie
Posts: 4
Registered: ‎28-03-2019

Re: No Broadband after swicth

Today a BT engineer came over, and he has not found any problem in the line and microfilter. He suggested the problem could be:
(1) The router is faulty.
(2) The broadband is not activated at all by Plusnet.

Could you please ensure the broadband is activated?
Could you please send me a working router if it still doesn't work?

Thanks

MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: No Broadband after swicth

Hi @emily2019 

 

Thanks for getting back to us. 

 

I've updated your ticket thread regarding this. 

 

Kind Regards,

MoR

emily2019
Newbie
Posts: 4
Registered: ‎28-03-2019

Re: No Broadband after swicth

Hi,

On 29/03/2019, a BT engineer came to my house, and he did not find any problem in the line and microfilter. He suggested the problem could be:
(1) The router is faulty.
(2) The broadband is not activated at all by Plusnet (I roughtly remember he said it appeared the network signal was from BT rather than Plusnet).

Now I have received the replacement router, and have done all as you suggested. It is still not working. Could you please find the root cause and fix the problem?

I have not got the working broadband for one week.

Thanks

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,215
Thanks: 1,080
Fixes: 408
Registered: ‎01-01-2012

Re: No Broadband after swicth

Thanks for getting back to us.

We're chasing this up for you and we'll update the open fault ticket on your account shortly.

Apologies for the continued inconvenience

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