Simultaneous Provide?

Do PlusNet not do this any more?

Just ordered a phone line and a DSL service (no Fibre here) and got a welcome to PlusNet email with line install date and then the ADSL will be installed 5 - 7 days AFTER the line is installed.

What's with that then?

Did you go the "Moving Home" route for the transfer of your PN BB and phone package to your new address?

In reply to a post by Apprentice:

Did you go the "Moving Home" route for the transfer of your PN BB and phone package to your new address?

Where did I mention I was moving premises?

That's a "no" then, isn't it.

In reply to a post by BatBoy:

That's a "no" then, isn't it.

A no to moving house route - yes.

To use the moving house route you log in with your plusnet username and password, something I don't have as i need a new line in a new building for a new business so no current plusnet account to login to.

Why have i asked the question here - simple - business account, submitted a question - ticket response time 44 hours .. hrrrmmmmmmm.!!

All simultaneous provides are best done by a telephone order. I think probably from all ISPs.

AIUI the reason being that a SIM order number for the line is a special format, (LORN - Linked Order Number), and has to be submitted with the broadband order to cause Openreach to match up the two. I think online order systems just do what has happened to you.

You may be best ringing up and getting those original orders cancelled and placing a SIM/LORN one over the phone. Then PM orbrey or another PN rep on here to get it monitored.

Edited by RobertoS (Wed 13-Nov-13 21:05:31)

I'd be surprised if someone ordering both phone and broadband from Plusnet didn't have their order automatically processed as a simultaneous provide, as it would seem the logical thing to do.

In reply to a post by Oliver341:

I'd be surprised if someone ordering both phone and broadband from Plusnet didn't have their order automatically processed as a simultaneous provide, as it would seem the logical thing to do.

Exactly what I though and seem to remember happening before....
Sure a rep will sort it eventually

ticket id for line 1 - 77166199
ticket id for line 2 - 77166242

Would be useful if they sorted both to be simultaneous provides... ideally also installed both at the same time and hopefully asap (anyone think that this hint is too subtle?)

You didn't, sorry, my misinterpretation of your opening post.

<snip>

............... as i need a new line in a new building for a new business ...............

The additional info in your second post makes things clearer.

In reply to a post by BatBoy:

That's a "no" then, isn't it.

No, more like a "Not applicable" as the basic premise of the Q: "for the transfer of your PN BB and phone package to your new address" is non-existent.

In general it slows down provision of the phone line, which to many people could be more important than a SIM provide. Internet access 24/7/365 isn't as essential to everyone as it seems to be to us.

Plenty of dongles and tethering available for a short period.

I can see we've been able to arrange this for you this morning, I hope that helps.

In reply to a post by chrispurvey:

I can see we've been able to arrange this for you this morning, I hope that helps.

When phone and broadband are ordered together, are the orders placed with simultaneous provide by default?

and the broadband component.

lets say this eg.

day 1 no slots
day 2 2 1 hour slots
day 3 no slots
day 4 1 1 hour slot
day 5 1 2 hour slot

and we assume a sim provide needs 2 hours but seperate voice and broadband provide's need 1 hour slots each.

a sim provide would mean no voice or broadband until day 5, whilst otherwise the end user could get voice on day 2 and broaband on day 2 using both the 1 hour slots. or voice on day 2 and broadband on day4. both cases earlier than the sim provide.

from what RobertOS stated earlier in the thread, if line + bb are ordered via the online ordering process it can trigger separate install dates but, if the customer uses the telephone ordering process ie ring them to order then orders are usually done as a SIM provide

At the moment no, our automated ordering system doesn't work for sim provides. That's one of the major improvements we're working on at the moment, along with much better order trackers and other improvements.

Yep, all sorted now thanks..

Originally the first line ordered got a date of 10/12/13 and then + 5 days for dsl, the 2nd line ordered straight after got 05/12/13 with dsl + 5 days after (BT systems are great .. ).

Now both going in on 09/12/13 - including go live for dsl - so slightly better and both at the same time.


Now just to wait the 110 days for a gig connection to get installed

Having said Plusnet have sorted it ..... i now suspect they haven't and yet again have manged to royally screw something up.

Would appreciate a review by a rep - ticket number 77697020 & 77697119 will get you to both accounts....

I'm expecting Monday a BT engineer who will install 2x PSTN lines and then 2x ADSL circuits on them as you can see from my orders, my tickets and my comments on this forum...

However seeing as it is now Saturday and the install is Monday and i have no routers to put on the lines, i suspect that PlusNet have screwed it up somewhere........ as normal.

Without wishing to prejudge the issue - given that Plusnet despatch routers only a couple of days before and using Royal Mail I would be more likely to suspect the mail system - but then again I could be completely wrong

absolutely agree, but usually you'd get an sms stating router dispatched and a notification witin the ticket system that router has been shipped.

It's OK though - i've raised a ticket asking where my routers are - with the supposed priority that you get with business support i'm sure it'll not take an average of 30 hours for them to reply to it...... lol

So the average wait of 30 hours for a ticket answer is now 60+ hours for me and still no answer.... got to appreciate how well PlusNet service is for business support......!

Has anyone had a response in under 30 hours - there must be thousands of tickets answered quickly to make the average 30 hours - yet not seen anyone say tickets are being replied to quickly...


Oh - and BT now on-site doing the work.... still no routers.

Ok, called PlusNet - business support answers quite quickly.

Routers hadn't been ordered.....

Now have to wait for them to be shipped to me with the usual Christmas mail delays - not possible to put it on a courier for next day pre 12 delivery

Did you look at when that 30 hours was last updated? They've now restarted it - it's currently nearer 42 hours!