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Signed up on the 18th April and internet not on until the 10th May

shane90baker
Newbie
Posts: 1
Registered: ‎03-05-2023

Signed up on the 18th April and internet not on until the 10th May

Hi,

I'm wondering why it is taking soo long for this to be done when I have been informed by the website and the employees that it will take 2-4 days for phone and then 5-7 for broadband from then. After calling up today, I have been told it is now 14 days in total and have been given a date of the 10th, but if you work out the working days it is still over the 14 days.

 

If this is the case that nothing can be done for some reason and can't bring this day forward, what compensation is required by you to give back? 

2 REPLIES 2
Baldrick1
Moderator
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Registered: ‎30-06-2016

Re: Signed up on the 18th April and internet not on until the 10th May


Moderators Note


This topic has been moved from Broadband to My Order

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Townman
Superuser
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Posts: 22,978
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Registered: ‎22-08-2007

Re: Signed up on the 18th April and internet not on until the 10th May

The answers to your questions will very much depend on the cause of the delays.

Delayed orders

There are a multitude of reasons why order processing might be reported as delayed and usually it is nothing to be too concerned about, but there are exceptions. The following are some of the common causes of orders being delayed...

  • The user told their existing supplier that they are moving and the consequential action by their existing supplier will prevent any new ISP placing orders to take over the service - this needs affirmative action with the existing supplier
  • The existing circuit to the property cannot be identified in BT Openreach's systems due to errors in their data - this can give rise to the need for special processes (ORDI and Bridge cases) with BTOR to correct THEIR data
  • Something was not quite right with the order raised by Plusnet - these are usually sorted quickly
  • BT Openreach do not have engineering resources available in the usual timeframe

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.

NB: If a user tells their existing supplier that they are leaving and that supplier places a cease on the line, Plusnet cannot process a new order until AFTER the line has been ceased.  That could lead to circa 14 days without an internet service.

 

Ofcom Automatic Compensation Scheme

Plusnet is signed up to the Ofcom Automatic Compensation Scheme - see Automatic Compensation FAQs. Plusnet will pay you automatic compensation in the following circumstances:

  1. Delayed activation of your broadband and/or landline service
  2. Delayed repair following a total loss of service
  3. Missed appointments

For compensation to be paid (as a credit to your account), you must have a CONFIRMED date for the failed activity. Compensation is credited 30 days after the resolution of the issue giving rise to the claim.

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no activity after the due date, contact support.

 

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.