Service didn't start when scheduled

garymiles66 · ‎27-10-2022

My broadband service with Plusnet was meant to start on 11 November. I have the router and am ready to go, but nothing happened and service still with existing provider. No FAQ's on Plusnet site to help with this query, so at a loss to know what to do next. It is now 13th November, so do I just continue to wait or contact customer services tomorrow morning?

Baldrick1 · ‎30-06-2016

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garymiles66 · ‎27-10-2022

To update on this; Plusnet message received saying the telephone service started yesterday with the broadband due to kick in later at any time up until midnight. As of this morning it is still the old provider (Plusnet through JL) but presume it'll happen some time today, hopefully.

Townman · ‎22-08-2007

This is potentially and interesting exception case. JLP to native Plusnet is (I believe) a different migration journey - you might not see the JLP service terminate in the same way that a switch for one ISP to another would happen. It would be worth installing the new Plusnet router and see if it self-configures. I DO NOT KNOW FOR SURE, but it is worth a try.

When commencement notices state "up to midnight on the Xth" that means 00:00 on the Xth, not 00:00 on the (X+1)th.

A recent service switch I was involved with was scheduled to switch on the 8th at any time up to midnight on the 9th. The existing service went down around 10am on the 8th and was fully working with Plusnet before 11am.

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garymiles66 · ‎27-10-2022

An update from me.

On 16th November I had 2 messages from Plusnet, in quick succession, confirming my new phone service was ready to use and that the broadband order had completed. The interesting part is that my broadband has continued to work with the old JL login and password and I haven't had to swap to the Plusnet Hub 2.

Townman · ‎22-08-2007

I would not rely on that continuing!!

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

willcutforth · ‎27-11-2020

Hey there Gary, glad things have moved over for you. Did you have to contact customer service in the end or did you just get those emails? Once the JL account closes you will need to switch to the hub 2 anyway so I would switch it because of continuity of service.

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garymiles66 · ‎27-10-2022

It didn't, it stopped today and I swapped over to hub 2

garymiles66 · ‎27-10-2022

They were messages rather than emails and unprompted. As per my reply earlier, I have now swapped to Hub 2 as the JL service stopped today. (well interent connection stopped for me, so assume it's JL finally switching off their end).

Everything working for me.