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Order stuck on activating line 3 weeks later

jordane123
Dabbler
Posts: 13
Thanks: 2
Registered: ‎21-05-2018

Order stuck on activating line 3 weeks later

Hello there, I recently moved into a new place where my old ISP doesn't serve and so decided to move to Plusnet and so, 3 weeks ago I decided to place an order with Plusnet.

I received an email to say that my direct debit had been set up etc but have heard nothing since, upon checking my order status on the website it shows as activating line. Is this normal after 3 weeks? How long should I be expecting to wait? Any help would be greatly appreciated, thank you.
24 REPLIES 24
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 15,960
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Registered: ‎27-04-2007

Re: Order stuck on activating line 3 weeks later

Hi there, 

 

I've just looked into this and thankfully orders for your phone and broadband service are both due to complete tomorrow. 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
jordane123
Dabbler
Posts: 13
Thanks: 2
Registered: ‎21-05-2018

Re: Order stuck on activating line 3 weeks later

Oh Brilliant, thank you for the swift reply, any idea how long it will take from this point until my services are useable?
RealAleMadrid
Aspiring Hero
Posts: 2,111
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Registered: ‎07-07-2009

Re: Order stuck on activating line 3 weeks later

 

Should be working sometime today, probably during working hours but PlusNet say it can be up to midnight.

OllieC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 799
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Registered: ‎23-01-2018

Re: Order stuck on activating line 3 weeks later

Hi Jordan,

 

I have checked over your account and given it a bit of a push.

 

Everything is now up and running for you.

 

Please let us know if there is anything else we may assist with as we are more than happy to help.

 

 

jordane123
Dabbler
Posts: 13
Thanks: 2
Registered: ‎21-05-2018

Re: Order stuck on activating line 3 weeks later

Oh Brilliant thank you, so is the line activated already? Will it just be a case of setting up the router when it arrives
OllieC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 799
Fixes: 46
Registered: ‎23-01-2018

Re: Order stuck on activating line 3 weeks later

Thanks for getting back to me Jordan. 

 

Once you receive your router please feel free to plug it in straight away as they come pre configured. 

 

Please let us know when you receive your router and accept my sincerest apologies if it hasn't arrived on time. 

 

 

jordane123
Dabbler
Posts: 13
Thanks: 2
Registered: ‎21-05-2018

Re: Order stuck on activating line 3 weeks later

So my router arrived today, connected it all up fine but I still have no internet access, any ideas?
Gandalf
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Order stuck on activating line 3 weeks later

It doesn't look like your router was auto-configured to your account before it left the warehouse.

Can you try the below steps?


1. Open an internet browser and type http://192.168.1.254 into the address bar
2. Press the 'Enter' or 'Return' key
3. Click on 'Basic Settings'
4. Enter the admin password, which is the router password on the card or the back of the router
5. Click on 'Disconnect'
6. Enter your broadband username, which is in the format of yourusername@plusdsl.net
7. Enter your broadband password, which is your account password
8. Click on 'Connect'

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
jordane123
Dabbler
Posts: 13
Thanks: 2
Registered: ‎21-05-2018

Re: Order stuck on activating line 3 weeks later

I have followed those steps, still no change, it still says DSL down on that page after clicking connect.
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,296
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Registered: ‎21-04-2017

Re: Order stuck on activating line 3 weeks later

That's odd. DSL down would indicate there's no sync to the exchange but testing your line is showing everything is in sync. What's the broadband light doing on your router?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
jordane123
Dabbler
Posts: 13
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Registered: ‎21-05-2018

Re: Order stuck on activating line 3 weeks later

The broadband light is flashing, the internet light is off.
Gandalf
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Order stuck on activating line 3 weeks later

Looks like there may be a crossed line problem at the cabinet or exchange in that case.

Do you have a dial tone on a home phone handset?

If so can you dial 17070 and let us know if the number matches what we've given you?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
jordane123
Dabbler
Posts: 13
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Registered: ‎21-05-2018

Re: Order stuck on activating line 3 weeks later

Nope I have no dial tone whatsoever and dialling that number has no effect.
Strat
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Re: Order stuck on activating line 3 weeks later