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Switched to Plusnet - When Will Router Be Dispatched

tcj1971
Grafter
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Registered: 14-02-2017

Switched to Plusnet - When Will Router Be Dispatched

Switching from Sky and signed up to Unlimited Fibre Extra on 2nd February but no signs of the Router being noted as dispatched on the Order Tracker. It shows

 

Hardware delivery The order has not yet been placed

 

Just thought there would be some signs of activity since when I signed up for me having the Router delivered in readiness to set up for when the activation is complete

 

Also, where/how do I know what the activation date will be

 

Thanks

 

39 REPLIES
Plusnet Staff
Plusnet Staff
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Re: Switched to Plusnet - When Will Router Be Dispatched

Hi there,

 

Sorry to hear your orders haven't been progressed.

 

I'm just in the process of placing them now and I'll update you here.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
tcj1971
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Registered: 14-02-2017

Re: Switched to Plusnet - When Will Router Be Dispatched

Thanks for that Anoush

 

 

Is there any reason why nothing has changed regarding my order progress since the day I joined on Feb 2nd. Did my order get 'Lost' or not go through properly even though the first payment went out of my bank

 

Also, will Sky now know that I am leaving them, as I have had none of that 'Sorry you are leaving us' type of email or letter, and my account on Sky is just the same as normal regarding billing

 

Thanks

RealAleMadrid
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Re: Switched to Plusnet - When Will Router Be Dispatched

The reason is the plusnet systems failed to place any order through operator error or some other problem, seems to happen quite often. You need to keep chasing up to see if your order is progressing. I ordered FTTC on 21/11/16 but nothing has happened yet, there is problem with the fibre at the exchange and BT Wholesale/Openreach will not say when it will be fixed.

Plusnet Staff
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Re: Switched to Plusnet - When Will Router Be Dispatched

@tcj1971 - Looking into the problem, seems that the automated system failed to automatically place the orders with our suppliers. Apologies for this.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
tcj1971
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Re: Switched to Plusnet - When Will Router Be Dispatched

Thanks

 

 

Good job I came on here to ask then about my 'missing' order

 

The ordering system failing seems a common occurrence looking through the forums  where people have joined and paid the upfront fee but the order has not registered. That is not right especially when the first month plus fees go straight out our account

 

Is there a time scale I can expect with my order as I assume even though I supposedly joined on Feb 2nd,  I have lost 13 days, as in effect with what you have said it seems today (15th) is my new 'Joined' date

 

Thanks

tcj1971
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Registered: 14-02-2017

Re: Switched to Plusnet - When Will Router Be Dispatched

Got my activation date of March 3rd (I will hold my breath)

 

What I want to know is what will happen with my Sky Broadband and Phone. Are Plusnet in touch with Sky to finish my package with them on the 3rd as well?

SpendLessTime
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Re: Switched to Plusnet - When Will Router Be Dispatched

@tcj1971

Yes Plusnet should notify Sky on your behalf that you are switching away from Sky to Plusnet and they should coordinate it.

Given your order has failed once, I would keep on top of Plusnet to ensure that it doesn't fail again. Don't just accept that it is progressing properly.

Try to avoid contacting Sky as this may confuse matters.

Perhaps @Anoush on Monday will verify that there has been no issues with the order so far.

tcj1971
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Registered: 14-02-2017

Re: Switched to Plusnet - When Will Router Be Dispatched

Yes I will do as after what happened when I first ordered

 

Got a text yesterday saying 4th March for Broadband activation. If it goes past the 9th March I possibly will not be entitled to leaving Sky without termination charges

Plusnet Staff
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Re: Switched to Plusnet - When Will Router Be Dispatched

I'll check up on things tomorrow for you.

 

I can confirm your orders are in progress for the 3rd March. As it can take any time up to midnight for the service to go live, the service notices we send out by email do usually advise the day after.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
tcj1971
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Re: Switched to Plusnet - When Will Router Be Dispatched

Thanks for that Anoush

 

 

Would you know how the switch goes with Sky from your end? My next bill date with them is the 26th Feb

 

Should I expect some kind of email or something from Sky to say another provider are taking over? Nothing showing on my Sky account

 

 

Thanks

Plusnet Staff
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Re: Switched to Plusnet - When Will Router Be Dispatched

I'm afraid not. Rather, I wouldn't know whether you should receive notification from Sky but I would have thought so.

 

Once the service is migrated over on the 3rd I'd probably advise getting in touch with them to make sure they generate your final bill/refund any overcharges.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
tcj1971
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Re: Switched to Plusnet - When Will Router Be Dispatched

That was quick Smiley

 

Yes, I will make sure I am on to Sky once the switch is complete as they will probably owe me with paying a month in advance

Plusnet Staff
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Re: Switched to Plusnet - When Will Router Be Dispatched


tcj1971 wrote:

That was quick Smiley


No problems Grin

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
Plusnet Staff
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Re: Switched to Plusnet - When Will Router Be Dispatched

Should I expect some kind of email or something from Sky to say another provider are taking over? Nothing showing on my Sky account

To answer this, yes Sky have an obligation to contact you to inform a provider is taking over the service. This is part of the gaining provider led process and they should do this to ensure another provider is not taking the line without your consent.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff