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Not received broadband

Freeman8842
Newbie
Posts: 4
Registered: ‎26-06-2023

Not received broadband

Hi,
The previous broadband (Plusnet) has been disconnected in my property (had to set up a new one due to personal reasons) and my new one contract is meant to start today. I had an email when I ordered (12/06/23) to say that the order was due to be completed on 26/06/23 (i.e. today). However I have received no word of the new router being sent out for delivery and I am in desperate need of the internet for work.
Could someone please confirm what is going on and when I will receive the new router? Looking through the Community this seems to be a recurring problem and I cannot afford to be spending money on a service that is not delivering what was promised.
Regards.
8 REPLIES 8
jab1
Legend
Posts: 17,428
Thanks: 5,669
Fixes: 260
Registered: ‎24-02-2012

Re: Not received broadband

@Freeman8842 Are you saying you previously had a Plusnet connection, but for some reason the account  was cancelled and you have now started a new contract , again with Plusnet? If so, your original Hub will work on this new account. If you wish to track the progress of this new order, log into the new account and track actions through that.

John
Freeman8842
Newbie
Posts: 4
Registered: ‎26-06-2023

Re: Not received broadband

That is exactly it. I still have the previous Plusnet router. Could you please advise me on how to connect this to the new internet? It is still plugged in but the orange light and the red 'b' are currently showing. There is a Plusnet name on the list of connections but I think this is the old one and it is not letting me connect.
jab1
Legend
Posts: 17,428
Thanks: 5,669
Fixes: 260
Registered: ‎24-02-2012

Re: Not received broadband

Have you been advised that the new service is active. From your description it appears that it is not. The Plusnet 'name' on the list of connections should correspond with that shown on the back/bottom of your Hub.

John
Freeman8842
Newbie
Posts: 4
Registered: ‎26-06-2023

Re: Not received broadband

The only email I have had specifying the date was when I bought the contract on 12/06/23. It said today was the estimated completion date. That has been all I have heard abou the broadband connection. The previous internet connection cut off at midnight.
My Plusnet login mentions the phone line for the property. I did receive a letter the other day saying that the phone line was being taken over and that I didn't need to do anything. There is nothing else to specify how far along my order is.
jab1
Legend
Posts: 17,428
Thanks: 5,669
Fixes: 260
Registered: ‎24-02-2012

Re: Not received broadband

AS I am not PN staff, so don't have access to your account details, can I respectfully suggest that you call PN (0800 432 0200) after 8AM and ask them. Does you phone work?

John
Baldrick1
Moderator
Moderator
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Registered: ‎30-06-2016

Re: Not received broadband


Moderator's Note

This topic has been moved from Broadband to My Order

Moderator and Customer
If this helped - select the Thumb
If it fixed it,  help others - select 'This Fixed My Problem'

Freeman8842
Newbie
Posts: 4
Registered: ‎26-06-2023

Re: Not received broadband

Thanks will try that. Funnily enough, since then I have received an email about phone line having been set up and the broadband being ready by midnight tonight. Still the issue though of no word of a router. But from what you said I can still use the old one correct?

 

Thanks again Smiley

jab1
Legend
Posts: 17,428
Thanks: 5,669
Fixes: 260
Registered: ‎24-02-2012

Re: Not received broadband

Yes - you can still use the 'old' router - which one is it? You may need to  alter the username and password though,  if this is a 'new' account.

John