topic Re: Problem progressing broadband order - staff input please in My Order

Problem progressing broadband order - staff input please

act123 — Wed, 24 Nov 2021 11:32:24 GMT

I can see my broadband order has stalled. Ticket 219864038 doesn't say much but does say my order has been cancelled.

1. Could someone please explain what has happened?

2. I assume it now won't go live on Friday? Meanwhile I'm paying for a phone line I don't want (but appreciate I will need it to get broadband).

3. If there's a real problem, presumably I can cancel the whole contract as it's within 14 days?

Thanks.

Re: Problem progressing broadband order - staff input please

act123 — Wed, 24 Nov 2021 12:13:30 GMT

I can see my order has been resubmitted manually, thank you.

Is the go-live date unchanged ie Friday 26th?

Re: Problem progressing broadband order - staff input please

Gandalf — Wed, 24 Nov 2021 12:18:44 GMT

Thanks for your post @act123

I'm sorry for the delay with your broadband order.

From what I can see unfortunately the previous order we've placed failed in the supplier systems due to a system issue, but the new order looks to be progressing OK now past the stage where the other one was cancelled at.

If that goes to plan you should be up and running on the 30th November as our suppliers generally a 4 working day lead time for a standard broadband order, which is still within the overall 11 working day timeframe we'd quoted on signup.

If you'd prefer to cancel your order though you can do for a full refund within the first 14 days, you'd need to call us on 0800 013 2632 though it's possible another provider won't be able to activate your service any quicker.

Let us know how it goes.

Re: Problem progressing broadband order - staff input please

act123 — Wed, 24 Nov 2021 13:16:11 GMT

Thank you for your help @Gandalf. I will keep an eye on the tickets, although I don't always know what they mean.

Re: Problem progressing broadband order - staff input please

Gandalf — Wed, 24 Nov 2021 14:41:13 GMT

Thanks for getting back to me @act123

No problem, feel free to post back with how things go.

Re: Problem progressing broadband order - staff input please

act123 — Fri, 26 Nov 2021 09:44:08 GMT

Thanks for your message @Gandalf

Given the further delay I have decided to cancel and have just rung to do that.

Thanks for your help.

Re: Problem progressing broadband order - staff input please

Gandalf — Fri, 26 Nov 2021 09:46:57 GMT

No problem @act123 and I'm really sorry to see you've decided to cancel.

All the best with whoever you choose to go with.

Re: Problem progressing broadband order - staff input please

act123 — Fri, 26 Nov 2021 12:32:15 GMT

Thanks @Gandalf I plan to stick with a mobile router for now given all the delays. What was the issue with your supplier/Openreach that was (supposedly/hopefully) resolved?

Re: Problem progressing broadband order - staff input please

Gandalf — Fri, 26 Nov 2021 12:37:14 GMT

We weren't given the specifics of the system issue apart from that there was one which affected both orders and that issue was resolved this morning, so resubmitting the order, albeit for a third time, should've been fine.