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Your broadband order should complete on {strCustActivationDate}

joey526
Newbie
Posts: 2
Registered: ‎10-01-2023

Your broadband order should complete on {strCustActivationDate}

Hi,I ordered Fibre 145 two weeks ago but I am still stuck on Step 5: Activating your line. The date seems to be not showing correctly, showing "{strCustActivationDate}" and I am still waiting my router to arrive. I would like to know whether my order is processing and when will I receive the router.

Any updates would be greatly appreciated, thank you!

3 REPLIES 3
Townman
Superuser
Superuser
Posts: 23,002
Thanks: 9,591
Fixes: 160
Registered: ‎22-08-2007

Re: Your broadband order should complete on {strCustActivationDate}

Router not dispatched suggests that BT Openreach have delayed the order...

FTTP Order installation delays

In most instances FTTP installations will require two BT Openreach engineer visits...

  1. Install the fibre from the distribution block to the outside wall of the property, either overhead or underground
  2. Install the fibre from the outside of the property to the inside of the property to the location of the Optical Network Termination (ONT) unit

The fibre network is far from being fully established and in some cases specific engineering activities will be required for some installations. These circumstances are covered in Plusnet's T&Cs as follows...

Openreach Survey: In some cases, BT Openreach have to carry out a survey before they can connect a home to Full Fibre. To do this they may need access to your property. If they do we'll contact you to arrange a suitable time. If additional work is required, this may take longer than the initial set-up time provided and there could be additional costs. Our team of specialists will contact you to confirm what additional work is needed and how long this will take, usually within four weeks from the date your order was placed. If you don't want to proceed with your upgrade based on this, you will be able to cancel your order and no charges will be applied to your account.

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.

 

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.

joey526
Newbie
Posts: 2
Registered: ‎10-01-2023

Re: Your broadband order should complete on {strCustActivationDate}

Thanks for the reply! I have already booked the appointment with the engineer on 30/1, but I would like to know will the router arrive before the visit date and will 30/1 be the date of the broadband activation? 

Thanks in advance.

Townman
Superuser
Superuser
Posts: 23,002
Thanks: 9,591
Fixes: 160
Registered: ‎22-08-2007

Re: Your broadband order should complete on {strCustActivationDate}

Routers are sent by 48 hour tracked delivery to arrive around 2 days before service commencement date.

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.