Phone active but no broadband or router
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- Re: Phone active but no broadband or router
11-01-2017 10:39 AM
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Hello, I received an email this morning to say my home phone is ready to use but I don't seem to have broadband and I haven't received a router (I'm currently using a TalkTalk HG633). The order status for the router shows "hardware dispatch pending" and for the broadband is at "checking your line".
Fixed! Go to the fix.
Re: Phone active but no broadband or router
11-01-2017 10:51 AM
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Regarding the broadband - you should get another message to say this is now live too
Regarding the router no show - I had a similar issue, it might be quicker to call them to see if it has actually been posted or not. If it hasn't hopefully they'll rush one out now so you get it tomorrow.
Having said that, a member of the Plusnet staff may see your post and reply here.....
Re: Phone active but no broadband or router
11-01-2017 11:07 AM
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Hello @stevenshaw
I've been looking into your account, The fibre order we placed with our suppliers is due to complete and go live today.
However, it appears the order hasn't progressed through the systems as it should have done, which also explains why your router wasn't ordered automatically.
I'm really sorry about this. I've manually ordered your router now and I've raised a ticket with our Provisioning team to investigate this for you.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Phone active but no broadband or router
11-01-2017 5:12 PM
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Just an update @stevenshaw
Seems that my colleague that sent you the email/text that your orders were complete, was a bit mis advised. As I said earlier, they should complete today but appear to not be progressing through the BT wholesale systems.
I've made him aware, so he is keeping a tab on your account and he will review this tomorrow morning if your service isn't active by then.
Once again apologies for the issues.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Phone active but no broadband or router
11-01-2017 8:44 PM
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There seems to be some progress, my HG633 is now using VDSL and I've set it up with my connection details. It looks like the login details aren't being accepted which I assume is because the service isn't active yet.
11-01-2017 8:49 PM - edited 12-01-2017 8:33 AM
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Quite possibly. Happy to hear that you've progress.
If you're not yet online by tomorrow morning I'll check things out first thing for you.
Just checking on your account, @stevenshaw
The order has indeed completed and I've just activated your account. You should be able to authenticate with your login details now.
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