Order delayed???

[#1]

Hi, I've received a text message saying my order has been delayed. The customer service has been a long wait and there is no information on the account stating why there is a delay. Can anyone tell me more details? Thanks.

[#2]

Moderators Note

This topic has been moved from Broadband to My Order

[#3]

Hi there, I'm sorry about the delay to your order, it looks like there was an aspect of this which our automation failed to deal with so we've needed to place the orders manually to bring your phone and broadband over to us. 

I've taken care of that now and both services should move over on 12/10/22.

Please let me know if there's anything else we can help with. 

[#4]

Hi, thanks for your help. I can confirm I've received a text saying the phone service will be available on 12/10. But for broadband, I didn't receive any email about the router delivery. Since tomorrow is my starting date, I don't know what to do next.

[#5]

Hey @BaoTarly,

I'm sorry for any concern that this might have caused! I've had a look over the account and I can see our Provisioning Team added an update on the 3rd of October to confirm that the Broadband is now also scheduled to go live tomorrow along with the phone order If you run into any issues, or if you just have any further queries, please let us know and we'll be more than happy to help!

[#6]

Hi, can you see any information about the router. I think I need to receive one to get the internet connected. Was wondering when will it be sent.

[#7]

It doesn't look like the order went through automatically, so I've put that through today. It should arrive within the next 3-5 working days, though may arrive sooner. In the meantime, do you have your router from your previous provider to hand? If so, do you know what make and model it is? We might be able to input our network settings and get it up and running in the interim. 

[#8]

Hi, I've received the order confirmation. Thanks a lot. I don't have any router. Can I use wired internet? I have a Openreach box home. 

[#9]

I'm afraid that we'd still need a router in place to receive the broadband signal. I'm very sorry for any inconvenience that might have caused. 

[#10]

Hi,

I've received the router yesterday. Since the activation date is yesterday, I tried to keeping the router connected yesterday, following the setting up guide. But until now, the broadband still doesn't work. And the router showed flashing orange light.

Please can you confirm my broadband service activated, because I only received a text saying the phone service is now working. And in my account, if ticking 'broadband service tracker', seems the line is not activated yet. The process is now at 'first payment' step. 

Thanks a lot.

[#11]

Hey @BaoTarly,

I'm glad to hear that the router's arrived on time! Just as I've been looking at the account this morning, it looks like our Support Team has activated the broadband component, meaning everything should now be good to go - how are things looking on your end?

[#12]

Hi,

I wait for two days after the activation, but the router still doesn't work. What should I do then?

[#13]

@BaoTarly Try rebooting the Hub - press a straightened paper-clip or similar in the reset hole on the rear, keep it in for 30 seconds, release, and give the HUb 10 minutes or so to sort itself out.

[#14]

Hi, I tried reset button many times. The router is not working. I wanna cancel my service, it taks more than 5 days to setup, but not useful.

[#15]

Not something I can arrange - you need to contact Plunet, or wait for one of the Help team to pick up on here.