Order stuck on "activating your line"

[#1]

Hi There,

Moved into a new house yesterday, and i'd organised to have the internet go live on the 5th June 2023. I've plugged the router in and updated my password etc on the router to my account details however it hasn't come up yet.

The Hub Two router itself has a blue light, and the router status says connected, however i get no connectivity.

Checking on the order tracker, it's stuck on "Step 5: Activating your line". It's also showing "{strCustActivationDate}" against the activation date?

Not sure if i've done something wrong here or if the line just hasn't gone live yet?

Cheers!

[#2]

Moderators Note

This topic has been moved from Broadband to My Order

[#3]

Ended up phoning up on the 6th and my order had been rejected so i've had to go through the order process again.

Really hope it all goes through soon - i work from home and currently having to use my mobile data which isn't ideal

[#4]

Phoned up again yesterday (8th) as i saw there was a question on my account stating the the new order had been rejected

Now placed an order again - apparently there was issues tracking down the number to the line? Explained i don't really care about retaining the number, i've just moved in so have no interest in keeping it. I also likely won't use the landline anyway.. Have been given a completion date of the 21st for the phone line.

At this point i have to say the general experience has been very frustrating - why have i had to do so much chasing to figure out what's going on? I don't have much confidence that my internet will be live this month, i'm dreading this order being rejected and having to wait the 10 working days again.

[#5]

Never mind, I see you have got a reply back

[#6]

Hey @shazzbot ,

I've configured the router with the correct details, i.e. myusername@plusdsl.net and my account password.

I think the issue is more fundamental in that the phone line is still connected to BT's systems rather than Plusnet

Edit: Realised i hadn't mentioned yet, but the previous Tenant's had internet with BT. They have cancelled with BT etc already.

[#7]

okie dokie Hope you get it sorted soon

[#8]

Edit: Realised i hadn't mentioned yet, but the previous Tenant's had internet with BT. They have cancelled with BT etc already.

Ah! that will likely mean there is a 'cease' order on the line. Until that completes, no other ISP can place an order.

[#9]

Potentially, however nothing like that has been communicated to me. I've had to phone up each time i've happened to notice the order was rejected, it looks like nothing proactive (or at least feels that way) is being done to ensure service goes live.

[#10]

Hi @tomb1n0 

I'm sorry to hear about the issues with your order.

From looking at the account it looks like the previous orders kept on failing due to a delayed cease on the line.

My colleague replaced the orders yesterday and all being well we should have a further update in the next 24 hours

[#11]

Hi @MatthewWheeler,

Thanks for that, very much appreciated  

[#12]

@tomb1n0 

fwiw, you can check if it is still connected to BT, by entering the default login details for BT broadband into your hub two......  

username:   bthomehub@btbroadband.com

password:   BT

[#13]

Hey @bill888

Wow, yep that worked!

As it’s working, am I likely to incurr charges with BT or something if I use it like this?

[#14]

You don't have a contract with BT so I can't see how BT can demand any payment from you.  The service may stop at any time of course, at which point  you can try entering your Plusnet details to restore the broadband service.

Note BT and Plusnet are all part of same group.

If I'm wrong, no doubt a legal eagle will correct me.

[#15]

The previous tenant will have been charged for the BT service up to the point where it ceases. At that point Plusnet will be able to place an order for your services. I'm afraid it will likely take a few days to get the services active again.