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New Fibre Customer

mrmarkus1981
Grafter
Posts: 647
Registered: ‎26-02-2008

New Fibre Customer

Evening, I referred a family member to Plusnet and he joined 11 days ago.
Not sure how long this process takes but it's been 11 days with no emails, no router etc
User name is link:csa removed
[Moderator's note by Adie (dvorak) removed customer account]
7 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 2,154
Thanks: 374
Fixes: 117
Registered: ‎22-08-2015

Re: New Fibre Customer

Hello there. I'm surprised that he hasn't received an update yet. It's worth asking him to check for any tickets (open or closed) on the account by clicking on this link:
https://portal.plus.net/wizard/index.html?p=search
It's possible that we're waiting for the direct debit to take the initial payment before placing an order, but this is just speculation. If the tickets don't clarify the situation, I'd recommend him contacting us via webchat or phone for a detailed update.
From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
Community Veteran
Posts: 5,618
Thanks: 629
Fixes: 1
Registered: ‎21-03-2011

Re: New Fibre Customer

What's this?  PlusNet are now providing Fibre Connectivity as a general product, I'm getting excited?  Oops sorry I realised it must be the BT Openreach partial fibre solution called FTTC.  Too much speculation on my part.
Now Zen, but a +Net residue.
mrmarkus1981
Grafter
Posts: 647
Registered: ‎26-02-2008

Re: New Fibre Customer

Quote from: Anoush
Hello there. I'm surprised that he hasn't received an update yet. It's worth asking him to check for any tickets (open or closed) on the account by clicking on this link:
https://portal.plus.net/wizard/index.html?p=search
It's possible that we're waiting for the direct debit to take the initial payment before placing an order, but this is just speculation. If the tickets don't clarify the situation, I'd recommend him contacting us via webchat or phone for a detailed update.

There are no open tickets other than the Diret Debit setup on 16th February. Still no updates or router
I've been with Plusnet for years and cannot fault the service. I've sang your praises, needless to say he's unimpressed so far!
mrmarkus1981
Grafter
Posts: 647
Registered: ‎26-02-2008

Re: New Fibre Customer

I've been digging around here.
The first payment was made on 8th Feb, in full.
The order status says -  Activating your line (Broadband orders typically take a week to complete). It's been 14 days!!!
This is very disappointing
Community Gaffer
Community Gaffer
Posts: 17,678
Thanks: 664
Fixes: 166
Registered: ‎05-04-2007

Re: New Fibre Customer

PM me their username and I'll take a look.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
mrmarkus1981
Grafter
Posts: 647
Registered: ‎26-02-2008

Re: New Fibre Customer

PM'd
Community Gaffer
Community Gaffer
Posts: 17,678
Thanks: 664
Fixes: 166
Registered: ‎05-04-2007

Re: New Fibre Customer

Thanks, I've dropped a ticket on the account in question with a bit more info.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff