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Still no internet, router not delivered, affecting my business big time!

Posts: 1
Registered: ‎28-08-2018

Still no internet, router not delivered, affecting my business big time!



I placed an order with Plusnet for my new house I was renting at the start of the month. We set it up to take over on the 24th August (my moving in date). I heard no info from Plusnet so I assumed everything was ready to roll. I get there and received no router and no internet. I rang Plusnet the following day to be told that because the last tenant was on BT and BT owned the line then when he cancelled his internet, BT cancelled the line. I'm aware there is little Plusnet could do about this but no information was given about this until I rang and asked what was going off on the 25th. The guy was very apologetic and because it was a bank holiday weekend he said it would be the 28th until it gets sorted. I then awaited my router delivery today because I got the text to say 'your router is in the post' and nothing arrived. I then rang Plusnet again and they said it hadn't even left the depot! Again no information until I rang up to ask whats going on. It seems like clogs that keep slowing down and I have to give it a push to actually get the internet I'm paying for! The guy today told me they're in the process of taking over the line, then they have to order broadband that will add an extra few working days onto my order. What should have been ready for the 24th is now looking like September before I can even use it. Its very irritating to set up the internet in advance to make the move as smooth as possible, to still have no internet or even a confirmed date. Most of all its affecting my business big time, I've had to buy more internet on my phone to just reply to emails to tell them I cant achieve the deadlines set. I hope after this there will be no more issues, not sure my small freelance business could look any worse! 

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 438
Fixes: 37
Registered: ‎06-08-2018

Re: Still no internet, router not delivered, affecting my business big time!

Hi @seangaravan


I'm really sorry to hear about the issues you have faced and I sincerely apologise for the lack of communication on our side.


I have looked into this for you and have updated you on your broadband order via a ticket on your account which you can view here


If you have any further questions please do not hesitate to get in touch.


Kind Regards,