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No broadband - how long for a response.

egerton50
Newbie
Posts: 2
Registered: ‎12-09-2018

No broadband - how long for a response.

Last Tuesday my broadband was supposed to be activated, it's now a week after that was originally supposed to have happened. I've not been getting updates about when it's being activated and I've had no response from support so far. 

 

I'm now paying for a service I've never received. Whats happening? When am I getting a fibre broadband connection? Will you refund my for the service I've not received so far. 

5 REPLIES 5
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,253
Thanks: 5,922
Fixes: 987
Registered: ‎21-04-2017

Re: No broadband - how long for a response.

Hi there.

Sorry about the lack of updates regarding your fibre order.

From what I can see your order was meant to complete on the 3rd but due to engineer availability to carry out work at the cabinet(The green box in the road) this didn't happen so they've had to reschedule the work for the 13th(tomorrow).

As your account hasn't activated yet you won't be paying for a fibre service you haven't received as we should automatically apply a credit to your account to cover the time between your phone service and fibre connection going live.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
tomofone
Newbie
Posts: 4
Registered: ‎13-09-2018

Re: No broadband - how long for a response.

Hi there, we signed up for your broadband a few weeks ago now and have not been given a connection date. Could you kindly chase this up for me?

SammyM
Plusnet Help Team
Plusnet Help Team
Posts: 1,215
Thanks: 236
Fixes: 52
Registered: ‎22-01-2018

Re: No broadband - how long for a response.

Hello @egerton,

 

We really appreciate your patience. I have provided an update here, via your account. Please get back to us if you have any further quearies.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team
egerton50
Newbie
Posts: 2
Registered: ‎12-09-2018

Re: No broadband - how long for a response.

Hi There, 

My internet is working now, the second query is from another customer.

 

Thanks, M

LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 1,373
Thanks: 246
Fixes: 59
Registered: ‎07-12-2017

Re: No broadband - how long for a response.

Hi @egerton50, thank you for confirming your are up and running, glad to hear it!

 

Hi @tomofone, further information on your orders can be found here.

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