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Service didn't start when scheduled

garymiles66
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Registered: ‎27-10-2022

Service didn't start when scheduled

My broadband service with Plusnet was meant to start on 11 November.  I have the router and am ready to go, but nothing happened and service still with existing provider.  No FAQ's on Plusnet site to help with this query, so at a loss to know what to do next.  It is now 13th November, so do I just continue to wait or contact customer services tomorrow morning?

8 REPLIES 8
Baldrick1
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Re: Service didn't start when scheduled


Moderators Note

This topic has been moved from Broadband to My Order

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garymiles66
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Registered: ‎27-10-2022

Re: Service didn't start when scheduled

To update on this; Plusnet message received saying the telephone service started yesterday with the broadband due to kick in later at any time up until midnight.  As of this morning it is still the old provider (Plusnet through JL) but presume it'll happen some time today, hopefully.

Townman
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Re: Service didn't start when scheduled

This is potentially and interesting exception case.  JLP to native Plusnet is (I believe) a different migration journey - you might not see the JLP service terminate in the same way that a switch for one ISP to another would happen.  It would be worth installing the new Plusnet router and see if it self-configures.  I DO NOT KNOW FOR SURE, but it is worth a try.

When commencement notices state "up to midnight on the Xth" that means 00:00 on the Xth, not 00:00 on the (X+1)th.

A recent service switch I was involved with was scheduled to switch on the 8th at any time up to midnight on the 9th.  The existing service went down around 10am on the 8th and was fully working with Plusnet before 11am.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

garymiles66
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Re: Service didn't start when scheduled

An update from me.

On 16th November I had 2 messages from Plusnet, in quick succession, confirming my new phone service was ready to use and that the broadband order had completed.  The interesting part is that my broadband has continued to work with the old JL login and password and I haven't had to swap to the Plusnet Hub 2.

Townman
Superuser
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Re: Service didn't start when scheduled

I would not rely on that continuing!!

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

willcutforth
Plusnet Help Team
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Registered: ‎27-11-2020

Re: Service didn't start when scheduled

Hey there Gary, glad things have moved over for you. Did you have to contact customer service in the end or did you just get those emails? Once the JL account closes you will need to switch to the hub 2 anyway so I would switch it because of continuity of service.

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 Will Cutforth
 Plusnet Help Team
garymiles66
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Re: Service didn't start when scheduled

It didn't, it stopped today and I swapped over to hub 2

garymiles66
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Re: Service didn't start when scheduled

They were messages rather than emails and unprompted.  As per my reply earlier, I have now swapped to Hub 2 as the JL service stopped today. (well interent connection stopped for me, so assume it's JL finally switching off their end).

Everything working for me.