topic Re: Fibre Order in My Order

Fibre Order

jibrandastagir — Sat, 06 Nov 2021 11:04:39 GMT

Hi, i ordered Fibre Order one week ago as i didnt have much notice about moving house. Since then its only been stuck on “Checking your line”. This is something that isnt meant to take 1 week to do considering plus net says 2-4 days. Ive had no emails or anything regarding when my router or anything is being sent to me.

I work from home mainly and considering COVID times would have expected some updates at the very least? I dont need an engineer or anything as i already have an openreach line. What is taking so long?

Re: Fibre Order

adam945 — Sun, 07 Nov 2021 16:58:22 GMT

Good evening @jibrandastagir

Thanks a lot for reaching out and I'm really sorry for the delays you've had here. I've just had a look into the account and can see that you have a stopped SOGEA line at the property. This might not mean much to you, but an SOGEA line basically runs on slightly different technology, and our automated system cannot place orders to provide a service on there.

I've manually intervened and asked our suppliers to place the phone order, which will hopefully match up with the broadband order that I've manually placed.

A confirmed activation date should be sent through within the next 72 working hours.

Re: Fibre Order

jibrandastagir — Mon, 08 Nov 2021 10:08:35 GMT

Hi,

Thanks for pushing it forward! Is there anything i need to do? Its just on the “waiting for payment” part and the router doesnt seem to be ordered yet still?

Re: Fibre Order

Gandalf — Mon, 08 Nov 2021 13:31:58 GMT

Thanks for getting back to us @jibrandastagir

I've updated things on your account so you should see the order tracker a little differently now.

We're currently waiting for our supplier to place an order to restart the SOGEA line at your address.

We should be able to provide an update within 24-48 hours. Let us know if there are any further issues.

Re: Fibre Order

jibrandastagir — Mon, 08 Nov 2021 14:54:15 GMT

Hi @Gandalf,

Appreciate all the help! If there are further issues will reply back again! Hoping to get this all sorted in the next few days hopefully so i can work properly again.

Re: Fibre Order

RealAleMadrid — Mon, 08 Nov 2021 17:22:37 GMT

@jibrandastagir You will probably have to wait another week or two before the Fibre Broadband Order completes, depending on engineer availability to connect things up in the FTTC cabinet.

Re: Fibre Order

jibrandastagir — Mon, 08 Nov 2021 20:51:33 GMT

@RealAleMadrid Id hope not considering Plusnet themselves say 10-12 working days and ive already been waiting for more than a week. Id be surprised if it was much longer considering every other interner provider ive had to deal with, sorted it out within the matter of a few days

Re: Fibre Order

adam945 — Wed, 10 Nov 2021 10:06:08 GMT

The 10 - 12 working days lead time is from the date that the orders are placed, not when the account is created. More often than not, the orders are placed by automation as soon as the orders are placed, so we don't usually have an issue.

As your orders were only placed last week, that;s when the 10 - 12 working day lead time starts. I can confirm that your services are going live on 17/11/2021.