Plusnet Service

We are currently investigating a problem where we are seeing a number of customers orders, where they have ordered hardware with us, but this is not being dispatched until the ADSL service has been activated. The hardware should be ordered at the point at which BT have accepted the order.

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Our Quality Assurance Team are currently investigating this problem prior to assigning to a member of the relevant team.

Upon detailed investigation of the examples that have come to light, most of the delays are due to order updates not being received in good time (or at all) from our broadband supplier.

We can only pre-order hardware for customers where the completion date of the migration order has been confirmed to us by the supplier. While these are received promptly in the vast majority of cases, there will be times when this information simply never gets to us and in those situations the hardware is only ordered upon activation of the account for DSL.