@Nm65 Welcome to the forums. The midnight deadline is to give the automated systems chance to work their magic - it will usually work, but if not, post back on this thread and I'm sure one of the PN staff on here will investigate.
Two points of interest (for me) (1) Why have you been disconnected from your previous provider - that should not happen until PN take over your service. (2) If you work from home (permanently) you should really be on a business package.
I know the T&Cs were changed a while ago to suggest that only a few work e-mails was acceptable, but I don't recall any Plusnet staff ever raising the issue of people working from home using a residential account being a problem.
It isn't as if there is any significant difference between a residential and a business account.
We're sorry to hear that you had to call in to chase up activation. It looks like it was a system delay in activating your account although the orders had completed.
Everything looks in place now and all services are showing as stable.
I'm afraid we don't provide deadlines for activation/contractual delivery dates. As mentioned above by one of our members if you work from home the account you have signed up for should be a Business account and not Residential.
Should you run a business or even use your service for remote working it is best to have a business account as should you encounter a fault there is a quicker fix time regarding engineer availability. If you are able to claim back expenses you are also provided a VAT invoice as a business use customer.
If you experience any further issues please feel free to get back in touch as we are more than happy to help.
Plusnet Help Team
@OllieC, can you clarify your point about quicker fix time regarding engineer availability. My understanding is that the care level for broadband is identical between the residential and business services (so the fix times are the same), and that the only difference is a higher care level for phone faults. Is my understanding correct?
I'm aware that it is possible to report faults 24/7 with a business account.
And currently VAT receipts are only available for some business customers. I'm still waiting for a VAT invoice/receipt from October for my initial payment, so I can't claim anything against my business.
Hi @corringham, yeah that's correct, faults can be reported 24/7 and with a business account the response times are quicker within Openreach for phone faults as they have a better care level.
With Broadband faults, though the same within the suppliers as residential accounts would be, the response time on our side is usually quicker meaning broadband faults are often resolved sooner.
With regards to VAT invoices, all business customers should be able to receive these. I can see that your specific issue is being dealt with via this ticket.
| Lauren Barry|
Plusnet Help Team
@LaurenB, sorry to hijack this thread a bit, but other than the higher care level for phone faults, is there any other reason that a home based worker (not a business) should use a business account? As has been mentioned in other threads it precludes Plusnet TV, which is something that a home based worker may like once they have stopped work for the day.
It doesn't affect me as I can't have Plusnet TV as I can't get FTTC anyway, so I have a business account mainly as it was much cheaper than staying with a residential account.
As Lauren has advised the main benefits of our business broadband account is:
24/7 phone support
Faster phone faults resolution
Faster turnaround of phone faults
Please let us know if there is anything else we can help you with.
| Maddy S|
Plusnet Help Team