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No news about my new line

antonioltg
Newbie
Posts: 3
Registered: 09-03-2018

No news about my new line

Hi, I joined plusnet 1 month ago and i'm still currently without internet.

i received various tickets opened because some problems with my line, I wanted to ask what problem was but i can't find any way to answer the ticket.
Now it's one month that i'm waiting and they already started to get my money for a service that i don't have, what can i do?
It is possible to ask for a full refund?

6 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 6,815
Thanks: 1,919
Fixes: 347
Registered: 21-04-2017

Re: No news about my new line

Welcome to the community forums @antonioltg

Sorry about the delay in getting your service activated.

I can see your broadband order is due to complete on Monday.

It looks like it was delayed due to engineer availability. Apologies for the inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 49
Thanks: 13
Fixes: 4
Registered: 23-01-2018

Re: No news about my new line

Good morning,

 

 

After checking your orders I can see that your Fibre is due to complete by midnight tonight. 

 

If your service is not working by the morning of 13th March. 

 

Please feel free to get in touch as we are more than happy to help. 

 

Thanks. 

If this post resolved your issue please click the 'This fixed my problem' button
 OllieC
 Plusnet Help Team
antonioltg
Newbie
Posts: 3
Registered: 09-03-2018

Re: No news about my new line

I will receive a message when i can use the internet or I just switch on the router and wait?

Plusnet Help Team
Plusnet Help Team
Posts: 49
Thanks: 13
Fixes: 4
Registered: 23-01-2018

Re: No news about my new line

Hello!

 

you should receive notification that it is live via email and text message. 

 

However, on occasion this may not happen. 

 

I would advise plugging your router in around 6PM and trying it every couple of hours. 

 

At the latest it could be tomorrow morning as the activation can take up to midnight.

 

Thanks.

If this post resolved your issue please click the 'This fixed my problem' button
 OllieC
 Plusnet Help Team
antonioltg
Newbie
Posts: 3
Registered: 09-03-2018

Re: No news about my new line

Ok now my line is working (no more orange light) but I can connect only with the setup account (setup@plusdsl.net), if I try to connect with my account it just say disconnected.
Should I go to a setup page or address to complete the process?

Plusnet Help Team
Plusnet Help Team
Posts: 6,815
Thanks: 1,919
Fixes: 347
Registered: 21-04-2017

Re: No news about my new line

Hi there. It looks like your account is now active.

Our checks are showing your connection to be live:

 

Everything working as you'd expect?

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