Need a delayed order to be dealt with.

[#1]

Sorry for the confusion. That’s because we’d prematurely activated your account. Ideally we shouldn’t have done this until the order fully completed with suppliers.  

[#2]

I've just had a chance to check your order and I'm happy to confirm it completed a few moments ago at 10:21 am.

I've now reported a fault to our suppliers to investigate further and as soon as we know more, we'll let you know. 

[#3]

This sounds promising, does that mean there is an actual fault? Or can you now deactivate my connection?

[#4]

Re activate not deactivate

[#5]

As your account's already active our side there's no need to reactivate it, however I've discussed the fault with our suppliers helpdesk and I'm advised that for some reason which should not have happened, your connection is showing as deactivated in Openreach's systems, so they've raised a request to reactivate it.

This should be done within 2 working days, so we've been given a review date of the 9th September. We'll keep an eye on this for you and we'll let you know as soon as we know more.

[#6]

Still not sorted even though it was confirmed today should be sorted. Now plusnet saying it’s not possible to leave even though you aren’t supplying a service. Shocking business

[#7]

Sorry to see you're wanting to leave.

I have been regularly monitoring this everyday and chasing this up. The problem is in hand with Openreach's Application Service Desk's Second Line Support team, who are doing what they can to fix as soon as possible.

If you're not aware already, I've been updating the support ticket logged on your account Here.

I do appreciate it's taking time and I understand you're experiencing a fault with your service, but at this stage I wouldn't say we're in a position to let you leave without cancellation fees as we'd first need more of an opportunity to fix. 

We're signed up to Ofcom's automatic compensation scheme, so we'll make sure to compensate you for the downtime. We've got a good guide here https://www.plus.net/help/legal/automatic-compensation/ which explains all about that. 

Really sorry again for the inconvenience. 

[#8]

Totally understand you want time to fix, but nobody at PN will provide a time frame whereby if it’s reached the contract will be dropped and we’re allowed to walk. Any suggestions?

[#9]

We'd need 30 days before we can look at letting you leave without cancellation fees.

I'll check the case with Openreach again for you on Monday.

[#10]

I'm happy to confirm that your connection has now been reactivated. Running a broadband test down your line isn't showing any issues, however I can see your router's not online.

Could you factory reset the router by pushing a paperclip into the reset pinhole at the back for 20 seconds? 

Hopefully this works in time for the weekend. 

[#11]

Have reset and the lights are solid orange.

[#12]

Could you try going to http://192.168.1.254 while your device is connected to your router (via WiFi or wired) to make sure the username shown is in the format of username@plusdsl.net? If you can also reinput the password which should be the same as your account password then click on the "connect" button for me. 

[#13]

Have tried both ways to activate connection. Both not working sadly.

[#14]

Ah problem after problem!

I'd like to arrange an engineer visit to get to the bottom of this as everything now checks out fine this side. 

You around Monday or any day next week? The engineers work timeslots of 8am to 1pm, or 1pm to 6pm. 

[#15]

Send Monday please any slot is fine. Tuesday morning not possible.