Plusnet Activation Date - Advice Please

luckofthe_irish

Hello,

I recently signed up for plusnet broadband on the 27th of October, paying for line rental and installation etc. upfront. I have now had my new phone line installed by an engineer and received my router but plusnet are telling me I have to wait until next Thursday (20th November) for my broadband to be activated!

I was wondering if anyone had any experience of requesting whether plusnet can bring forward the broadband activation date at all? I don't want to spend hours queuing on the phone if this definitely isn't possible, but would love to hear if anyone else had had success with this. Seeing as I have already paid over £200 for the privilege, I would love to be able to use the internet!

Thanks in advance!

Browntoa

Broadband activation is handled by btopenreach so probably the earliest available slot or capacity problems at the exchange

Worth giving plusnet a call though in case there's an earlier slot now available

cifpower

luckofthe_irish wrote: »

Hello,

I recently signed up for plusnet broadband on the 27th of October, paying for line rental and installation etc. upfront. I have now had my new phone line installed by an engineer and received my router but plusnet are telling me I have to wait until next Thursday (20th November) for my broadband to be activated!

I was wondering if anyone had any experience of requesting whether plusnet can bring forward the broadband activation date at all? I don't want to spend hours queuing on the phone if this definitely isn't possible, but would love to hear if anyone else had had success with this. Seeing as I have already paid over £200 for the privilege, I would love to be able to use the internet!

Thanks in advance!

The broadband order is only placed when the line is installed. From the Plusnet website:

If you’ve ordered ADSL broadband with your new line then the order will be placed once your line is installed and the order completes. The lead time for the order is 5-7 working days from the time it’s placed. You will receive email notification of this.

The £200 you have paid is for installation and line rental. Not for broadband.

luckofthe_irish

Thank you both for your answers. I did take my chances and ring Plusnet to ask but after a 20minute wait I gave up! I guess I will just have to have patience. Thanks again.

kwikbreaks

You can see if there is an ADSL signal by checking the router lights - check your manual for details I don't have the Plusnet one but in general there will be an LED which needs to lock on solid. The web interface should show if it's synced or not too. If there is no ADSL sync then you are waiting on Openreach as suggested above. If it has synced then Plusnet need to set up your account their end.

There is a Plusnet forum that gets responses (sometimes quicker than the phones) http://community.plus.net/forum/index.php

Plusnet_company_representative

Hi luckofthe_irish,

Sorry about the wait, we're working on improving on our longest wait times at the moment.

Feel free to drop me a reply with a support ticket ID and I'll be happy to check your order.

As kwikbreaks mentions if the ADSL light is solid green this means that you've been connected to broadband at the exchange. If that's the case I'll be able to activate your account prior to the originally scheduled activation date.

All the best,

Adam W
Plusnet Customer Relations Team

luckofthe_irish

Plusnet_company_representative wrote: »

Hi luckofthe_irish,

Sorry about the wait, we're working on improving on our longest wait times at the moment.

Feel free to drop me a reply with a support ticket ID and I'll be happy to check your order.

As kwikbreaks mentions if the ADSL light is solid green this means that you've been connected to broadband at the exchange. If that's the case I'll be able to activate your account prior to the originally scheduled activation date.

All the best,

Adam W
Plusnet Customer Relations Team

Thanks Adam, I am not sure about a support ticket ID but my username is rmangan. If you could use that to check if there is anything you can do I would be very grateful.

Thanks again.

luckofthe_irish

Just to update Adam, I have no opened a question to ask if my broadband can be activated sooner rather than later this week. My reference is 94768620. I would really appreciate if you could look into it.

Thank you.

Plusnet_company_representative

Hi luckofthe_irish,

Thanks for getting back to us.

I've had a look into your account and can see that the broadband order is due to complete anytime up to midnight tomorrow, 18/11/2014. Unfortunately we are unable to speed this up to complete any sooner at this point. It's possible that the order may complete after midnight tonight at the earliest though!

Hopefully you'll get connected soon.

Regards,

Linn K

luckofthe_irish

Plusnet_company_representative wrote: »

Hi luckofthe_irish,

Thanks for getting back to us.

I've had a look into your account and can see that the broadband order is due to complete anytime up to midnight tomorrow, 18/11/2014. Unfortunately we are unable to speed this up to complete any sooner at this point. It's possible that the order may complete after midnight tonight at the earliest though!

Hopefully you'll get connected soon.

Regards,

Linn K

Hi Linn,

Thank you very much, one of your colleagues responded to my query and moved my activation date up from Wednesday until tomorrow, so a small success! Thank you again for your response, it is appreciated.