Upgraded to fibre broadband 7 days ago and still no router or service

[#1]

Long term broadband customer who's been happy with the service up until now! I upgraded to Fibre last Saturday (30th November) and paid for a new router. The service was supposed to be up and running yesterday (6th December). I've yet to receive the router (although the money has been taken from the bank account on 2nd December) and I'm still on adsl.

I've phoned customer services 5 times today (0800 43 0200 then 1, 1, 1) where I'm put on hold listening to The Pogues - Fairy Tale Of New York (great song) but then cut off after 45 seconds. Is there anyone available who can help or update me on what's going on with my order?

This has been a dismal customer experience so far, I'm just hoping it's not going to be a prolonged one.

Cheers

Ross

[#2]

@Ross_M  Welcome to the forum.

Sometimes Openreach delay the changeover date and Plusnet fall to pass on the information, If you put your phone number in here and read down it should say that there is an open order with a completion date. That will be the currently programmed changeover date.  https://my.btwholesale.com/includes/adsl/adsl.htm?s_cid=ws_furls_adslchecker

Plusnet normally send the router a few days before this date.

[#3]

Thank you so much, a tremendous help, 16th December showing on the BT site!

[#4]

Hi there and welcome aboard!

I've just checked and can verify that date is correct, we send our router's out to arrive a day or two prior to activation so you should receive that very soon. 

[#5]

Thanks for confirming Adam, much appreciated 

[#6]

Just let us know if you need anything else @Ross_M

Regards

[#7]

Hi again, am I to wait for some confirmation email now saying that everything is active and I can go ahead and set-up the router? Let me know please, many thanks.

[#8]

The new router ( a hub one I assume ) will work on both adsl and fibre, so you can go ahead and plug it in. If your upgrade has already happened then I would suspect your old router wouldn't be working any more

[#9]

Thanks for getting back to us over here @Ross_M,

I've checked over your account and orders & have provided a more detailed response over a support ticket here.

Thanks.

[#10]

OK Mads, thanks for the quick response, I'll wait until I hear its all OK (I'm beginning to regret ever considering faster broadband). Cheers, Ross

[#11]

Just discovered my existing non-fibre broadband has been cut off, so I've no Internet access other than through my phone...great

[#12]

Have you connected the Hub 1, maybe your upgrade has happened.

[#13]

I was told earlier to wait for an email confirming... wondering if I should just try it though... Its actually quite scary to realise just how reliant I am on an Internet connection... geez I'm fed up... kicking myself for ever thinking of upgrading here

Laughed at that nickname though, Real Ale Madrid, that's excellent

[#14]

I owe you a drink, I might have sat about waiting and waiting if you'd not suggested just trying it out! Plugged the new router in and I am indeed up and running, 30.45 mb/s speed too which is way better than the 13mb/s I was on previously... phew

[#15]

Thanks for getting back to us @Ross_M

I'm glad to hear it's all sorted. Let us know if you have any further issues