Fibre order status STILL showing 'activating your line'
I'm really disappointed with this whole process so far trying to join plusnet. on 27th Feb I signed up for the phone line and fibre BB. The initial payment was taken and the checks on my phone line passed.
I received an email saying my phone line will be transferring from my current provider soon and I will get a further txt or email with an engineers appointment and regular updates at where my order is at. Not had anything sent since
But for a few weeks now the status of my broadband order as stayed at;
Current 'Activating your line' followed by Broadband orders typically take a week to complete.
Then 'Hardware delivery' The order has not yet been placed.
The status of The Plusnet Hub One is still at;
Current 'Payment as been taken'
Then 'Hardware dispatch pending' followed by The order has not yet been placed.
I tried to get help via Live chat a few days ago and the adviser couldn't help me and transferred me to another department which after 30 mins waiting at number 1 in the queue I was disconnected with a message 'try again later'
Fuming was an understatement.
Surely PN services are more efficient than this and it's not the usual way they treat their customers.
I received an email saying my phone line will be transferring from my current provider soon and I will get a further txt or email with an engineers appointment and regular updates at where my order is at. Not had anything sent since
But for a few weeks now the status of my broadband order as stayed at;
Current 'Activating your line' followed by Broadband orders typically take a week to complete.
Then 'Hardware delivery' The order has not yet been placed.
The status of The Plusnet Hub One is still at;
Current 'Payment as been taken'
Then 'Hardware dispatch pending' followed by The order has not yet been placed.
I tried to get help via Live chat a few days ago and the adviser couldn't help me and transferred me to another department which after 30 mins waiting at number 1 in the queue I was disconnected with a message 'try again later'
Fuming was an understatement.
Surely PN services are more efficient than this and it's not the usual way they treat their customers.
Just looking into this for you.
[edit]
It looks like your current provider has a cease on the line that's due to complete on the 30th.
If you want to keep your current number you'll have to contact them and get this cancelled.
Until that completes we can't place any orders but I'm keeping a eye on this for you and I'll place the orders when the cease completes
[edit]
It looks like your current provider has a cease on the line that's due to complete on the 30th.
If you want to keep your current number you'll have to contact them and get this cancelled.
Until that completes we can't place any orders but I'm keeping a eye on this for you and I'll place the orders when the cease completes
Thank you for looking in to this for me Matthew. I'm really confused now as I rang sky to cancel my packages on the same day as I joined Plusnet.
They said I don't need to do anything concerning my phone line or broadband because Plusnet will do this for me. My welcome email also said the same.
If I had a new phone number instead of keeping my sky would my order be able to be processed now? I never use my landline so if changing speeds things up I would actually prefer to change.
Again thanks for helping
They said I don't need to do anything concerning my phone line or broadband because Plusnet will do this for me. My welcome email also said the same.
If I had a new phone number instead of keeping my sky would my order be able to be processed now? I never use my landline so if changing speeds things up I would actually prefer to change.
Again thanks for helping
Unfortunately we wouldn't be able to place a successful order while the is another order in place on the line.
From what you've said, I wouldn't have thought that Sky would have placed a cease on the line after advising you that it would be ceased as part of the transfer. Although an in-flight order would also make the cease show on the line, I've not been able to find any orders other than the initial one that shows as rejected due to an in-flight cease order
From what you've said, I wouldn't have thought that Sky would have placed a cease on the line after advising you that it would be ceased as part of the transfer. Although an in-flight order would also make the cease show on the line, I've not been able to find any orders other than the initial one that shows as rejected due to an in-flight cease order
A cease order is an order to stop the line.
If Sky are unable to remove the cease, we should be able to proceed with restarting the line once it has been fully stopped. This usually takes around 1 working day to complete.
Following this, we may need to wait 1-2 working days for availability records to be updated before we can place your fibre order at which point the fibre order would be placed for as soon as possible (Dependant on engineer availability to complete the external work)
If Sky are unable to remove the cease, we should be able to proceed with restarting the line once it has been fully stopped. This usually takes around 1 working day to complete.
Following this, we may need to wait 1-2 working days for availability records to be updated before we can place your fibre order at which point the fibre order would be placed for as soon as possible (Dependant on engineer availability to complete the external work)
So now all my sky services have ended. I hope getting connected to Plusnet is much easier now.
Can you imagine? 2 teenager girls, only a few hours without wifi and I'm already pulling my hair out. Please PLEASE let this be quick and painless or I could be carted away by tomorrow haha.
Can you imagine? 2 teenager girls, only a few hours without wifi and I'm already pulling my hair out. Please PLEASE let this be quick and painless or I could be carted away by tomorrow haha.
We're getting the order to restart your phone line placed first then the order for your fibre.
The phone should be up and running today hopefully.
The phone should be up and running today hopefully.
I should have a date by the end of today for you.
Don't worry about the e-mails you'll receive in the next hour.
Don't worry about the e-mails you'll receive in the next hour.
Thanks Matthew, much appreciated