If they do not happen the same day, then usually within 5 days.
Is this simply a case that Plusnet have not notified you that the service is live ... and you have not tried to make the connection? There is a hint in your post that you have not received the router. These are sent by tracked delivery - if you were out then the Post Office should have left a missed delivery card. @bobpullen
There is the possibility that something has gone horribly wrong - this generic guidance might help...
Delayed orders
There are a multitude of reasons why order processing might be reported as delayed and usually it is nothing to be too concerned about, but there are exceptions. The following are some of the common causes of orders being delayed...
- The user told their existing supplier that they are moving and the consequential action by their existing supplier will prevent any new ISP placing orders to take over the service - this needs affirmative action with the existing supplier
- The existing circuit to the property cannot be identified in BT Openreach's systems due to errors in their data - this can give rise to the need for special processes (ORDI and Bridge cases) with BTOR to correct THEIR data
- Something was not quite right with the order raised by Plusnet - these are usually sorted quickly
- BT Openreach do not have engineering resources available in the usual timeframe
To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
