topic Re: Paid bill still waiting for reconnection after 24 hours in Broadband & Landline

Paid bill still waiting for reconnection after 24 hours

ichidan256 — Mon, 10 Mar 2025 12:22:59 GMT

My internet connection was shut off by Sunday morning). I made payment using another credit card and now still waiting for my connection to be switched back on.

What can I do? And why does it take so long to reconnect after being disconnected for due to a failure in payment. I had assumed this was all digital. Why is a human even involved in the process, it's like 2025.

Re: Paid bill still waiting for reconnection after 24 hours

Chris_B — Mon, 10 Mar 2025 13:29:59 GMT

@ichidan256 It takes up to 24 hours to switch back on as it took up to 24 hours to switch it off. It has to filter through the network. It’s not a case of just pressing a button like a light switch

Re: Paid bill still waiting for reconnection after 24 hours

ichidan256 — Mon, 10 Mar 2025 13:53:54 GMT

Actually I stand corrected. I didn't realise my mobile & broadband were two separate billing systems. I had paid to resume my mobile, but not my broadband.

The customer service person from Plymouth call centre was brilliant, she had explained everything well and was able to resolve the situation.

Now interestingly the service was resumed within a minute of getting off the call.

Actually, in this case it was a case of flicking a switch.

Out of curiosity, why would it not be the case of just flicking a switch (automatically), and why would "propagation through a network" not occur in milliseconds like all other internet & large scale communications systems (e.g. meta, Google, apple). The only explanation would be a terribly outdated software architecture, and everyone sticking to a company mantra of "don't question it, we need to maximise profits". Which I'm hoping that is not the business philosophy of one of the UK's leading telecoms providers.

Re: Paid bill still waiting for reconnection after 24 hours

NeatDigital — Fri, 06 Feb 2026 08:30:38 GMT

We should get refunded for the time our internet is down. Paying for a service we're not receiving.

Re: Paid bill still waiting for reconnection after 24 hours

Matt_124 — Fri, 06 Feb 2026 09:44:23 GMT

In this case it was a suspension due to payment not being made.

Not paying for a service results in not receiving it.