Broadband Order Delayed - text received on day of switch

[#1]

My plus net broadband is due to go live today and I received a text from Plusnet advising that my broadband order was delayed. Could I please receive confirmation on why I have received this message, how long of a delay I should expect and whether or not I should be connecting my new router. Please let me know if I need to provide any further information to expedite my query - my username is <redacted>.

Many Thanks,
Ramsey

Moderator’s Note

Username redacted but visible to Plusnet staff.

[#2]

Cant help with how long it will/should take to get connected  but your eligible for compensation.

https://www.plus.net/help/legal/automatic-compensation/

Personally I'd leave plugging the router in until you have more of a concrete date.

3. Missed appointments

• Compensation will be due if your broadband and/or landline engineer misses the scheduled appointment or doesn’t attend in the confirmed appointment slot we gave you; or
• You've been given less than 24 hours' notice of a change or cancellation
• We'll pay you £26.24 for each missed appointment

1. Delayed activation of your broadband and/or landline service

• Compensation will be due if your service isn’t activated by 11.59pm on the date we promised you
• We'll pay you £5.25 for the missed activation day, and for every day after that until the day your service is activated
• If the activation is delayed because you've missed the appointment, the compensation calculation will stop. It will only start again if the activation isn’t completed during the next engineer visi

[#3]

Thanks very much. I spoke with Plusnet yesterday and they advised that there shouldn’t be a delay. This morning a got email confirmation that my broadband was ready but I’m getting an orange flashing symbol when trying to connect. I’m hoping that this gets fixed asap.

[#4]

Hi there @ramsey1987,

I've just checked your account and can see that the connection is now live but we're looking at a line fault for you. 

Updates show that it's been assigned to an engineer earlier this morning so we should have some movement and updates on that soon. 

Sorry for the rocky start and I'll do my best to keep you posted.

[#5]

Hi Adam, thanks for your message and for looking into this. I’ve had a number of issues now for the last week and it’s having an impact on my ability to do my job effectively as I WFH. My activation was initially delayed, then there was an issue getting me connected which OpenReach needed to resolve and now my router is disconnecting continuously. Could you please advise on whether I am eligible for compensation and whether or not I am able to get another account credit for a hotspot.

Regards,
Ramsey

[#6]

Hi Ramsey, no worries. We don't have a hotspot/mifi solution we could offer I'm afraid but line faults like this are usually resolved quite quickly.

With regards to compensation I can see you've just called in and we've sorted that out for you. 

[#7]

Hi Ramsey! I've just checked back on this and can see engineers cleared the fault back to us yesterday advising it should be fixed now. How are things from your point of view?

Adam