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Sky transferring me tomorrow - But no update or router from Plusnet

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ironcladchicken
Dabbler
Posts: 12
Registered: 02-02-2017

Sky transferring me tomorrow - But no update or router from Plusnet

I'm transferring from Sky broadband
I've received a couple of letters from Sky last week that said the phone & broadband would transfer on Friday 3rd

But when I go to the PlusNet order tracker page it just says 'Your order is progressing'
& I've not recieved the router yet or been asked to arrange an installation date.

Is there going to be a period of time where I don't have phone or broadband access?Or is this just part of the normal process & I should expect the router to be delivered & everything to be up and running on Friday?

18 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 95
Thanks: 16
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Registered: 30-11-2016

Re: Sky transferring me tomorrow - But no update or router from Plusnet

Hi @ironcladchicken, thanks to contacting us on the forums.

If you could drop me a private message with your username then I'll get this looked at for you. If you are transferring to us from a LLU provider such as Sky though, there will be some downtime experienced as the service is disconnected from their network and then re-established on ours later on the day in question.

Regards,

Mark

 Mark Duell
 Plusnet Support
ironcladchicken
Dabbler
Posts: 12
Registered: 02-02-2017

Re: Sky transferring me tomorrow - But no update or router from Plusnet

No problem - Have done.

Plusnet Staff
Plusnet Staff
Posts: 95
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Registered: 30-11-2016

Re: Sky transferring me tomorrow - But no update or router from Plusnet

Thanks for the response Scott,

Yes the order is committed to complete today, and I apologise that the router has not arrived in time. I can also see it has now been ordered for you manually as our automated system failed. For the inconvenience and a few days unexpected downtime, I'll refund the postage cost back to you as a way of an apology.

Regards,

Mark

 Mark Duell
 Plusnet Support
ironcladchicken
Dabbler
Posts: 12
Registered: 02-02-2017

Re: Sky transferring me tomorrow - But no update or router from Plusnet

Thanks Mark

 

Just to confirm- the phone & broadband should be in place today

& the router should arrive at some point in the next few days?

 

One more thing - sorry about this;

I'm moving from broadband to fiber

& I noticed some posts mentioned that they needed arrange an engineer to come over & setup the fiber

Am I okay without this - Can I just plug in the box when it arrives?

Plusnet Staff
Plusnet Staff
Posts: 95
Thanks: 16
Fixes: 6
Registered: 30-11-2016

Re: Sky transferring me tomorrow - But no update or router from Plusnet

Hi again Scott.

You are correct on both parts as regards activation being today and the router delivery. As regards an engineer coming to install the service in your home, this is not needed as the work is done external in the cabinet and the hardware you will receive means you can self-install the service by just plugging in the router.

I've done the refund, should be with you in 3-5 days.

Regards,

Mark

 Mark Duell
 Plusnet Support
ironcladchicken
Dabbler
Posts: 12
Registered: 02-02-2017

Re: Sky transferring me tomorrow - But no update or router from Plusnet

Cool - Thanks for the help!

Plusnet Staff
Plusnet Staff
Posts: 95
Thanks: 16
Fixes: 6
Registered: 30-11-2016

Re: Sky transferring me tomorrow - But no update or router from Plusnet

No problem Scott, happy to do so.

 Mark Duell
 Plusnet Support
Community Veteran
Posts: 6,278
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Registered: 30-07-2007

Re: Sky transferring me tomorrow - But no update or router from Plusnet

@ironcladchicken , if you can't be without broadband until the new router arrives, then Argos have this http://www.argos.co.uk/product/5728882 on offer at £29.99. It will work fine on PlusNet ( and other ISPs ) both ADSL and Fibre, you just need to configure it with your username & password as described here https://www.plus.net/help/broadband/broadband-connection-settings/ .

 

ironcladchicken
Dabbler
Posts: 12
Registered: 02-02-2017

Re: Sky transferring me tomorrow - But no update or router from Plusnet

I'll take a look - Thanks MisterW

Community Veteran
Posts: 6,278
Thanks: 441
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Registered: 30-07-2007

Re: Sky transferring me tomorrow - But no update or router from Plusnet

No problem, it's a pretty cheap & cheerful router, no wireless AC and only 100Mb wired ports but useful as a temproary measure and then as a spare in case the PN one goes wrong. If you decide to go with it then there's a setup guide here http://uk.tp-link.com/faq-905.html . Select VDSL_PlusNet from the ISP list.

ironcladchicken
Dabbler
Posts: 12
Registered: 02-02-2017

Re: Sky transferring me tomorrow - But no update or router from Plusnet

One more question - sorry about this.

I've not yet received the text to say my broadband is ready - Is this the sort of thing that might happen later in the evening (8pm+) - Or, now that it's getting towards the end of the usual office hours, is it not likely to switch over until next week?
SpendLessTime
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Registered: 21-09-2009

Re: Sky transferring me tomorrow - But no update or router from Plusnet

@ironcladchicken

Switch time can be any time up to midnight.

ironcladchicken
Dabbler
Posts: 12
Registered: 02-02-2017

Re: Sky transferring me tomorrow - But no update or router from Plusnet

Good stuff - Thanks @SpendLessTime
ironcladchicken
Dabbler
Posts: 12
Registered: 02-02-2017

Re: Sky transferring me tomorrow - But no update or router from Plusnet

Thanks @MisterW - A backup is a good idea