No internet for 24hours.

[#1]

Activation of my broadband package has already been delayed several times. Yesterday Wi-Fi disappeared in the morning. No communication from Plus-net about what is going on. It should have been switched by midnight last night but still nothing this morning. It is a health issue for us because we have set up Alexa devices and smart plugs through the house to help my husband who has Parkinson’s with lights, medication reminders and communication between rooms. Devices don’t work without Wi Fi. I can’t find an easy way to get help. I’ve texted HELP as suggested but looks like they only work Monday to Friday. Getting desperate.
How can I get some action and response?

[#2]

@Gobbolino Welcome to the forums. Do you mean you have moved from another ISP and you have lost connection through them?

[#3]

I was with John Lewis who have discontinued their service via Plusnet. I thought it simplest to just go to Plusnet but it’s not been successful - yet!

[#4 · Accepted solution]

@Gobbolino 

The text reporting service operates 7 days a week starting at 8:00 a.m. They then aim to respond in 30 minutes. See https://www.plus.net/help/report-a-problem/broadband/#broadband

It sounds that you have beat them to it.

[#5]

Thank you. I’ll try them again. Bot says someone will call in 20 minutes.
Someone has just rung.
Thanks so much for guiding me on this.

[#6]

@Gobbolino  make sure for the future, that you've filled in the Additional Support Form linked here https://www.plus.net/help/legal/accessibility/?_ga=2.201034155.424901369.1686382763-79669738.1686382...

[#7]

Fault not fixed!!!
Engineer rang said to hold while he manually switched whatever he needed to switch. Confirmed to me and then by text that internet services were back on. He sad I didn’t need to immediately install new router. Well internet is not back on and now I can’t get through to the help team as they’re too busy. Grrr. What a waste of time and good humour!!

[#8]

@Gobbolino Which/who's router are you currently using?

[#9]

Currently have John Lewis Plusnet router called Sagecom. Had it over 2 years with few problems.

[#10]

@Gobbolino have you not been sent a Plusnet router ?#

If you're still using the John Lewis supplied router, then you will need to reconfigure it with your Plusnet accountname & password

[#11]

@MisterW 'Engineer rang said to hold while he manually switched whatever he needed to switch. Confirmed to me and then by text that internet services were back on. He sad I didn’t need to immediately install new router.' suggests to me the OP has the Hub2 , which should be auto-configured for their PN account?

[#12]

@jab1 

Even then it would need a reboot/factory reset. Not sure which.

[#13]

True, @Baldrick1 , but pushing a pin into the reset hole is a lot easier than reconfiguring  the JL kit.

[#14]

@Gobbolino 

From your lack of response can we assume that you are now online, probably by changing your hub to a new Plusnet one?

If so keep your old JLB one as a spare, if you come back here with the model we can advise how to configure it to work on your new service.