Activation

[#1]

I haven't received any confirmation as to when my broadband should be activated, nor have I received anything saying if or when an Openreach Engineer should be coming to my property. I feel like we have been messed around a lot so far and would really appreciate some help to speed things along as I'm now without WiFi.

[#2]

@SS68 Welcome to the forums. When did you place the order (for which product)?

[#3]

Thanks for welcoming me!

I purchased the Plusnet Ultd Fibre, Line Only, Monthly Line Rental, Plusnet Hub Two package on June 20th. I received the router 2 days ago after having to call plusnet to find out what was going on.

[#4]

Ah, so you are a new customer. Are you moving from a previous ISP, or is this a new installation? If you want to track the progress of your order, log in to the Members Centre for your account, there should be an 'Order Tracker' there somewhere. Unfortunately, I can't tell you where, as I joined PN 13 years ago and have since moved, so wouldn't see what a new customer does.

[#5]

Yes, I'm a new customer. We have never had broadband before. We just finished our MiFi contract with Three, yesterday. Our phone line was with Daisy which ended on July 20th.

[#6]

They've text me today saying my phone line should be transferred to Plusnet on August 9th. Does this mean I'll be without internet until then?

[#7]

Ah! If you cancelled with Daisy directly, then they willl have put a cease on the line. That will have prevented any other ISP placing an order to take over the line, until the cease completed.

[#8]

OK. This sounds a bit messy, to be honest. Your phone line, and number if it is important to you, will have to be transferred to Plusnet once that is completed, they will have to raise an order with Openreach for the fibre installation, and due to the OR systems, this will have to be done in two stages.

[#9]

Yes they did declare a cease on the line! We found this out on Friday when we called Plusnet to see what was going on. The lovely bloke we spoke to told us he was now able to take over the line, so what does this mean? We also had mentioned that we hadn't received our router so he placed the order for that (which arrived 2 days ago)

[#10]

'This' means they (PN) can now start the process of ordering the phone and broadband services for you. As regards the Hub, that would have been sent out to you automatically anyway, to arrive 2/3 days prior to your broadband going live.

[#11]

So, even though they text me today saying "the transfer of your phone service should happen on 9/8/2023"... I won't have to wait over two weeks for broadband? They're really confusing us at the moment. I appreciate you getting back each of my questions and comments!

[#12]

No  problem, @SS68 - that is what the Community is for. In answer to the 'broadband' bit of your question, this is a separate order which PN will have to place after they receive confirmation of the phone switch Typically, this should happen within 10 working days, but depends on engineer availability as OpnReach have to connect your fibre  port manually.

[#13]

Hey @SS68, I can see your phone and broadband order are both committed for the same day, the 9th August. I can also see you've emailed in and you now have a case handler with our High Level Escalation Team. Dan will be monitoring this and following this through until the end for you. 

[#14]

This is leaving us 2 weeks without a home phone and internet. We're very unhappy because this should have been done on the 21st or 24th (the dates I chose)

[#15]

@SS68 unfortunately Plusnet (or any other ISP) could not place an order until the cease, that Daisy put on the line, completed.

Once the order could be placed, the time to installation will depend on the availability of Openreach engineers in your area.