Still no broadband activation after 5 days

[#1]

OK, @Paddyrat You have aHub1. That light combination indicates that the Hub failed to detect the PN network. I wonder if it has been enabled at their end? @Gandalf ?

[#2]

According to yesterday's messages all was good to go from plusnet and openreach.

[#3]

Hi @Paddyrat

I'm really sorry to see you still can't get online after the order's completed.

It is incredibly frustrating. I've tested your line and the tests are showing your phone line's not working, so I've raised a fault to our suppliers to investigate further and I'll provide an update once I know more today.

[edit]

Received an update quicker than I expected. 

I've been given an estimated response time of by 07/03/22 23:59:59 for an engineer to go out. I'd like to take ownership of this for you and I'll follow up on the 08.03.22 at the latest in hope this is when you're finally up & running.

[#4]

So are you now telling me I have another 5 days to wait before you sort this mess out.?

[#5]

Appreciate it has been a mess as it should've been a straight-forward transfer.

Once things are sorted, I'll be happy to discuss a gesture of goodwill for the downtime & inconvenience caused.

[#6]

So here's the latest.....
Openreach visited....checked the line. Whoever plusnet told to do the swap over at the local exchange box did not plug the correct cable.
At last a valid reason why this whole had occurred!!!
Plugged in the modem ..the engineer tested the modem....the modem is faulty!
So now I need to contact plusnet and get a new modem.......been sat on the line 20mins waiting for an answer.

[#7]

Whoever plusnet told to do the swap over at the local exchange box did not plug the correct cable.

That would be Openreach, only they can do the work at the exchange or cabinet.

[#8]

Hiya @Paddyrat,

I'm really sorry for the experience you have had and for the inconvenience this is causing.

I can see that you have got through to customer support and they have arranged for a router to be sent for you.

This should be with you in the next 3 to 5 working days. Please can you try the new router and then let us know hoe the connection fairs on your fault ticket here.

[#9]

Despite the plusnet person I spoke to last week.......the modem was not delivered today.
So now coming up two weeks with no Internet.
How I wished I had stayed with my previous awful provider.

[#10]

Hi @Paddyrat

I'm really sorry to see you're still having issues.

I can see we ordered a replacement router late on Friday 04.03.22 so it wasn't put in the post until the next working day the 07.03.22, which means you should receive it today or tomorrow (Depending on how quick the post is in the area).

I've however tested your line and I can see you've had a brief 24 second connection on the 04.03.22 which suggests your router seems to work. Can you confirm if your router is still plugged in to the master socket and switched on?

[#11]

The reason you have a record of a connection Is because that was the day openreach came and checked the line with their equipment.
As stated already the router is faulty.
Was given assurance that I would get the router yesterday. Another example of the lies told by plusnet staff

[#12]

@Paddyrat

I'm really sorry if we've set the wrong expectations. 

Openreach's own equipment would not produce an active connection our side, because it wouldn't be configured with your username, unless you are suggesting that they had another router they plugged in and manually configured? 

If you can plug your router back in, switch it on and let me know, I'll be happy to retest your line. I'm just asking as there's a possibility that there's a broadband issue on the line which looked like a router issue to the phone engineer. 

I'm conscious that if that's the case, you'll be without service for longer if we simply wait for the replacement router.

[#13]

So I today plugged the 'faulty' router in.   Its now connected! so my joy at being able to connect to the broadband after two weeks.

I have felt let down by Plusnet and Openreach, both have told me different things as to what the issue was.

Really not happy with this whole experience!

[#14]

Hi @Paddyrat

I'm glad to see you're up & running now, and I'm really sorry again for the bad experience you've had.

I've just tried to call you to talk about your complaint with us but there was no answer.

I'll try calling again tomorrow but if you prefer to discuss this in writing, feel free to reply to the ticket we've logged Here.

[#15]

Cheers for your time on the phone @Paddyrat, it was good to speak with you.

As discussed, I'm really sorry again for the problems with moving your service across to us.

I've applied the gesture of goodwill we've agreed on and I've dropped you an e-mail under the ticket 222261777 to confirm.

Fingers crossed you have no more issues, but if there's anything else you'd need help with, feel free to get back to me and I'll be happy to help.