topic Re: New customer signed up for fibre 3 weeks ago, heard nothing since Welcome email in My Order

New customer signed up for fibre 3 weeks ago, heard nothing since Welcome email

twigtv — Fri, 26 Nov 2021 21:09:38 GMT

3 weeks ago I cancelled my Post Office phone line & broadband service from this coming Monday 29 Nov.

I suppose I was naive to expect that since I ordered from PN on 6th Nov it would by now be up and running.

Currently the Broadband Order Tracking is stuck on "Checking your details"

I'm now going to be stuck without broadband & phone line. How long is it currently taking to process orders?

Re: New customer signed up for fibre 3 weeks ago, heard nothing since Welcome email

jab1 — Fri, 26 Nov 2021 21:39:02 GMT

@twigtv Welcome to the forums. Not that this comment will help, now, but were you not aware that all broadband/phone transfers between suppliers are, or should be, 'Gaining Provider Lead' - i.e. you choose your new supplier, place the order with them and they cancel your current supplier when they have a firm date from BT/OpenReach for the transfer. That way, the downtime is kept to a minimum and you are likely to be without service for less than a day?

You are unlikely to get a Plusnet staff response until tomorrow, but 21 days does seem a little excessive.

Re: New customer signed up for fibre 3 weeks ago, heard nothing since Welcome email

bmc — Fri, 26 Nov 2021 21:40:38 GMT

@twigtv

If I understand things correctly, the fact you cancelled your current supplier means PlusNet have to wait at least 10 days before placing an order, which is then subject to standard lead times - which can vary due to OpenReach engineer availablity.

Brian

Re: New customer signed up for fibre 3 weeks ago, heard nothing since Welcome email

jab1 — Fri, 26 Nov 2021 21:43:17 GMT

Good point, @bmc

Re: New customer signed up for fibre 3 weeks ago, heard nothing since Welcome email

MisterW — Sat, 27 Nov 2021 05:25:15 GMT

It's actually worse than that. If the cancellation is from the 29th, fhen there will be a cease due to complete on that date. Until that cease completes,no other ISP can place any order

Re: New customer signed up for fibre 3 weeks ago, heard nothing since Welcome email

Gandalf — Sat, 27 Nov 2021 15:45:13 GMT

Thanks for your post @twigtv and welcome to our Community Forums.

Just to confirm the above advice, the cease order your existing provider's placed for the 29th November is stopping us from taking over your line. Can you contact them as soon as possible to cancel the cancellation request you've asked?

If you can post back once you've done so, we'll place an order to takeover your line with minimal downtime and our order will trigger a cancellation request automatically at your current provider's side to tell them you're leaving.

Re: New customer signed up for fibre 3 weeks ago, heard nothing since Welcome email

twigtv — Sat, 27 Nov 2021 16:44:51 GMT

Thank's for your reply Gandalf.

I wish I could cancel the request to cancel my broadband but I have left it too late. By the time I realised, I did not have the required 1 working day they need to inform them.

Re: New customer signed up for fibre 3 weeks ago, heard nothing since Welcome email

Gandalf — Sat, 27 Nov 2021 16:54:34 GMT

Thanks for getting back to me @twigtv

Ah I'm really sorry to see this If you can post back Monday night, we'll get an order in place as soon as we can to reprovide your service. We may have to wait until Tuesday before starting this process though as a cease order can generally take up to midnight to fully go through and complete in the supplier systems.

Re: New customer signed up for fibre 3 weeks ago, heard nothing since Welcome email

twigtv — Mon, 29 Nov 2021 18:52:08 GMT

Thanks for your reply Gandalf.
My Internet was switched off and phone line went dead this morning. If you could arrange for me to be connected ASAP that would be great.
My user name is edbranch99
Kind regards,
Ed

Re: New customer signed up for fibre 3 weeks ago, heard nothing since Welcome email

Gandalf — Mon, 29 Nov 2021 19:38:41 GMT

Hi Ed, I've submitted the order now and we should be able to confirm your activation date within 24-48 hours.

Re: New customer signed up for fibre 3 weeks ago, heard nothing since Welcome email

twigtv — Mon, 29 Nov 2021 19:41:52 GMT

That's great, thanks very much.
Ed

Re: New customer signed up for fibre 3 weeks ago, heard nothing since Welcome email

Gandalf — Mon, 29 Nov 2021 21:00:08 GMT

No problem Ed, looks like your service is due to go live a week today before midnight. Let us know how it goes.

Re: New customer signed up for fibre 3 weeks ago, heard nothing since Welcome email

twigtv — Wed, 01 Dec 2021 15:12:15 GMT

That's good. Thanks for what you have done for me.

There's just one problem, I would like to keep my old telephone number if that's possible. Apparently I am being given a new tel no.

My old number: [Removed]

Kind regards,

Moderator's note by Mike (Mav): Personal information removed from a public forum (to an area that staff can see).

Re: New customer signed up for fibre 3 weeks ago, heard nothing since Welcome email

Anoush — Mon, 29 Nov 2021 22:20:59 GMT

Not a problem Ed,

The number would be in what’s known as a quarantine period for 14 days as it’s been ceased where only the last provider of the number can touch it.

After that period it’ll go back to the ‘rangeholder’ in an available state, which is whoever’s network the number was first made on, fortunately that’s BT (we’re able to pick up and assign out BT numbers which are available)

I’m afraid we’ll have to wait until the 13th December and we should then be able to change your number back. We’d charge though a one off fee of £36.63 for a renumber.

Re: New customer signed up for fibre 3 weeks ago, heard nothing since Welcome email

twigtv — Mon, 13 Dec 2021 11:18:14 GMT

Now that 14 days has elapsed, I'm wondering if it would be possible for you to change my current Tel no. that you assigned to me when I signed up, back to my old number please?

Re: New customer signed up for fibre 3 weeks ago, heard nothing since Welcome email

adam945 — Mon, 13 Dec 2021 13:17:23 GMT

Hello @twigtv

Thanks a lot for reaching out, and for your time on the phone today. I did try to place the renumber order, however it seems that the previous provider have not yet notified BT that their line has been ceased.

I then contacted Openreach and have been advised that a mail has now been sent to the previous provider to confirm that the number is now ceased, and to make the number available to ourselves. We've been asked to review this again tomorrow and will follow up then.

I've created an open ticket with our Provisioning Team who will be handling this matter for you. You can both view and comment on the open ticket for direct communication with them here.