No internet after switching from EE, activation date appears to have moved

[#1]

Hi everyone,

I'm hoping someone can help or shed some light on my situation, as I'm currently sitting here with no internet connection and feeling pretty let down.

I recently switched from EE broadband to Plusnet. I have fibre to the property already installed with an ONT box on the wall, all lights are green except the Alarm light, which I understand is normal.

I was given an activation date of 10th April. So at 1:52am this morning, EE disconnected my service (as expected) and I received the confirmation email from them. I switched over to my new Plusnet router, ready to go, but the connection light is sitting solid orange and I have no internet.

When I logged into my Plusnet account to check what's going on, I can see the activation date has been quietly moved to the 11th April with no notification, no email, nothing. I was never told about this change.

This means I've been left with absolutely no internet connection through no fault of my own. EE have cut me off on the date I was told, but Plusnet haven't held up their end. I'm based at home and this is a real problem.

Has anyone else experienced this? Is there anything that can be done to expedite activation, or is it just a case of sitting and waiting until tomorrow? Any advice would be greatly appreciated.

[#2]

Just checked my account again and it's now showing as Activation was completed on the 10th? However I've received no text or email regarding this. When I checked my account on the 9th it definitely told me Activation would happen on the 11th, despite the original activation date being on the 10th. Either way, I've restarted my router several times and it's still stuck on solid orange with no internet connection.

[#3 · Accepted solution]

@spacecrustacean 

I can see the activation date has been quietly moved to the 11th April with no notification, 

It hasnt been moved, its just different wording in different messages. I suspect the wording was ' activated by midnight on the 11th' ? That actually means 'by 00:00 on the 11th' i.e sometime during the day on the 10th , which agrees with the other messages.

[#4]

Thanks - I woke up this morning to a blue light on the router and the internet working 🙏 Thanks so much for your help.