Long wait to activate broadband

[#1]

Hi there, just trying to get to the bottom of why I have to wait 10 days for my broadband to be activated as I've been given a lot of contradictory information from Plusnet's staff.

My order was actually placed on 12/04/23 but I was informed that Plusnet had to wait until BT had stopped my current service (on 21/04/23) before they could submit the order. I was then instructed they would place the order (on the 22nd) and it could be active within a few hours, or up to 48h (this is literally what a support member told me over the phone). I received an update yesterday to say the activation date would be 03/05/2023 (10/11 days after the order was submitted).

I tried to call Plusnet yesterday (Sunday) but couldn't get through on the phone (despite the website saying you guys have Sunday support). I've spoken with somebody else this morning, and have been informed 3rd May is the earliest possible date Openreach can activate the service. They initially told me that this was the earliest date the engineer could visit, when I told them I thought we didn't need an engineer because we already have fibre, he said yes that's correct, but an engineer still needs to visit to activate the connection? ?

My understanding is that this should be able to be activated remotely, in which case it should not take 10 days. My experience with Plusnet so far has been pretty terrible, mainly because the information I've been given through your website and through various support staff has been completely at odds. When I originally signed up to Plusnet April 12th, the first message I receive is "Good news. You've already got a Full Fibre connection so you don't need an engineer. Your service should be up and running in 3 working days' or you can choose a date."

Thanks in advance for your help.

[#2]

Hi @Adamolas the delay in placing the order would be down to the cease order that BT had placed. Openreach's system will only allow one active order at a time, so until the cease order completed then no other ISP can place an order.

Now to the delayed activation, as you say , you already have an ONT and so it should just be a remote activation. There seems to some issue somewhere in the automated ordering system, not sure whether its Openreach's or Plusnet's but it deosnt seem to recognise the existence of an ONT and so insists on an engineer install.

Hopefully one of the PN help team will pick this thread up shortly and replace the order manually as a remote activation.

[#3]

Thanks @MisterW that's my understanding also. Plusnet told me about the cease order last week so I appreciate this caused the delay initially. I cancelled my BT service and then signed up to Plusnet through Uswitch, do you think this caused an unnecessary delay in getting the service switched across? Just curious, as the guy from Plusnet told me this would not have made much difference to the timeline.

[#4]

@Adamolas yes, it probably didn't make a lot of difference as there would have been a mandatory 10 day waiting period for the transfer anyway.

FYI I've escalated this up to try and get better traction on getting your order changed to a remote activation. I can't guarantee a quick response but lets see...

[#5]

It would make a difference.  Migrating the service from one ISP to another should result in very little downtime.

Something worth checking with you is that the service you had with BT, was that for a Full Fibre/FTTP product as well?  The ONT isn't just there from another time or anything like that?  It's best we don't assume!

Edit: @MisterW types faster than me.  To clarify what I meant, as MrW says the time to get up and running with Plusnet wouldn't be much different, but the time you're without broadband would be.

[#6]

Yes to be clear the service we had before with BT was full fibre. I live in a new build block where the fibre infrastructure was set up ready to go when we moved in to the flat.

[#7]

Update - I spoke with a lovely guy called Derek, who once again told me something completely different to the last person I spoke with. He advised that it should take about 3 days to activate as I already have an ONT ready to go, definitely not 10 days!

After he checked the order he realised that the ONT number on the order didn't match up with the one on record for my property, he thinks because somebody has entered it incorrectly.

The order has been re-submitted and will hopefully be online within a few days.

Presumably if the order had been submitted correctly the internet should have been online today or tomorrow (original activation date I was sent was 24/04). Mistakes happen but the thing that I've found so frustrating is the complete lack of clarity, each time I call up I'm told something that completely contradicts the last person.