No broadband after 28 days!

[#1]

11 days was just the tip of the iceberg! Plusnet have left me without internet connection for nearly a month and still can’t provide a date for a fix! Apparently I’m not the only one, so they’re happy to do nothing about an issue affecting many of us. Excellent service, just as described by USwitch!

https://community.plus.net/t5/My-Order/No-broadband-for-11-days-and-counting/td-p/1923029

[#2]

Moderators Note

Topics from same OP on same subject merged. 

[#3]

Hi @DC7 We're looking at a fault potentially now as the order to activate your service has been completed for a while.

Line tests aren't showing any attempts from your router to connect to our network though which is a concern, can you try factory resetting it please?

"Use a paper clip, pen, or something pointed to press in the reset pinhole button on the back of the router. Keep the button pressed for 20 seconds. When the light on the front of your hub turns green, release the reset button. When the light on the front of the hub turns blue, it's now restored to factory settings"

If that doesn't do the trick can you send me a private message confirming the router's serial number please?

Adam

[#4]

I’ve been around this loop a few times. Assuming I’ve not had a power cut the router is awake, the ONT has a green light and I can see it blinking as the router try’s to authenticate (which is what it says it’s doing in the router log). Each time I’ve been around this loop I’ve been referred back to it being a BTW problem that needs to be resolved. I’m not readily able to retrieve the serial number from the hub. I’d already provided the MAC address some weeks ago.

[#5]

OK, feel free to message it over to me if you change your mind and I'll help further.

[#6]

I have the same issue and am now on day 27!  (have only just found the forum).  It would have been quicker to cancel and use another provider and I wish I had but reckoned that would take another 2 weeks to setup and I keep telling myself it can't possibly take another two weeks to sort this out!  I'm changing from BT to Plusnet as well who are essentially the same company.  My complaint has been escalated but as far as I can tell Plusnet have no power to get Openreach to fix it and just keep getting fobbed off with "just another 48 hours".  This is what happens when one company have a monopoly on the physical network and don't care about customer service because they will get all the work anyway.  Even worse BT have just charged me another £65 because according to there wholesale system I haven't left, even though by old BT router has not worked since I took it out and plugged the Plusnet one in on the 25th May.  It's worse for my wife as I can work from the office but she has already shelled out an extra £40 on phone data to keep her business running.  All I want is for a physical person from Plusnet to talk to a physical person at Openreach and make sure it gets sorted as a priorty (which it should be after this long) rather than "filling it in on the system" which is obviously being ignored.

[#7]

This is exactly my experience, the whole thing is beyond frustrating. You’re ahead of me with the BT billing. I’ve just received my bill and their estimate for next month. I was just about to find out what was going on.

I’ve been told my connection is working, but I’m away from the house so can’t check. I couldn’t see any of my devices so I don’t believe it’s fixed yet. I’ll feedback if it comes to life.

[#8]

Hi Dabbler, I was told the same when I rang up this morning but I think it was just that that person I spoke to got flustered when I got mildy annoyed with him and said he had activated something.  This is exactly what previous staff had said they wouldn't do because I'd start getting charged, so no doubt this will start now.  I'm also at work but got my wife to check and it's still not working.  I was told at one point that this is a larger issue because Openreach ran out of space on their severs and lost a load of customer data (not sure if this is true or not).  But if that is the case you would have thought they would be going all out to fix it.

[#9]

Well today it’s now a problem with my router and it won’t authenticate (pretty much how the original issue manifested itself). I have a new router on the way and an engineer coming tomorrow. Hopefully a real person from Openreach can determine who my line is trying to talk to and fix the issue. Since day one it’s had a connection I can see it trying to authenticate in the router log and see it trying to communicate through the ONT LAN LED. The comedy continues! I suspect you’ll have the same reaponse soon enough.

[#10]

@DC7 

Thanks for your message, I can see we've got an engineer visit booked in with you so we'll just need to see what the outcome of that is as the next step. 

@C_Sellers 

Thanks a lot for your time on the phone, I'm really sorry to see that you've also been impacted by a similar issue here, it's a different one but fairly widespread. As promised I've taken ownership of updating you and will call you tomorrow as Openreach are due to review things with us in relation to your order then. 

[#11]

Hi, hope this encourages you but after 27 days my service is now working!  Not sure if it was posting on here (resulting in a call back from Adam) or if it was the call centre guy activating it (which I was told was a bad thing) or just coincidence that Openreach finally got round to it but I got back home yesterday and the light was purple and everything ok.  Still far too long but there may be light at the end of the tunnel.  Hope they manage to sort yours out soon too!