Broadband Line Theft

[#1]

I have arranged a broadband package with plusnet. Before ive received my router Plusnet contacted me to say another customer has informed them that they are moving into my address and want to take over the line. Obviously not true.
Anyone had this issue ?

[#2]

@Lindasenior1961 Sounds like someone has got their records scrambled. Unfortunately this does happen on occasion - I would suggest calling PN as soon as possible.

[#3]

Moderators Note

This topic has been moved from Broadband to My Order

[#4]

@Lindasenior1961 

A warm welcome to the forums.

"Line theft" is a little dramatic but I understand your sentiment.  Is this a new build or an established property?

In some areas, BT Openreach's infrastructure records are a shambles, especially where properties are identified by a name rather than a clear "house" number.  Is the place a "multiple occupancy" premises (for example a flat or apartment complex)?  Sometimes it is all too easy for an ISP/CP to choose the wrong circuit to provision service on.  Take a look here https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome (search by post code) to see what circuits are listed by BT Openreach for your property - note any "odd" looking address identifications.

It is possible that Plusnet will need to request a correction to address details by BTOR (known as an ORDI update) which can add delays to the provisioning process.  Take a look at the tickets on your account (see the link below) which should provide details of what is happening.

[#5]

I ve tried calling but impossible to get through.

[#6]

Which number have you tried - 0800 432 0200? If so, try 0800 013 2632.

[#7]

Thanks ill try that line . Been holding for 30 minutes already.

[#8]

Hey there @Lindasenior1961 has this now been sorted? If not, I'll have a look at it for you