topic Re: problem with my order in My Order

problem with my order

jamesrambler40 — Thu, 09 Dec 2021 13:03:41 GMT

I am a new broadband customer and placed an oorder a few weeks ago now and i had an email explaining their is a problem with my order but it doesnt say what it is. this is the message i got

There's been a problem with processing your broadband order.

Once we've got more details, we'll deal with this and contact you if we need to.

can anyone please advise whats going on as when logging into my account i can not access "manage my account" as i get a message

An error has occurred

You can't change your products for the moment, our system may be updating. Please try again later.

Re: problem with my order

Gandalf — Thu, 09 Dec 2021 18:54:32 GMT

Thanks for your post @jamesrambler40 and welcome to our Community Forums.

I'm sorry to see there's an issue with processing your order.

From what I can see there's a product known as "Social Telephony" on your line, which is normally BT Basic.

We'll need you to ask your current provider to remove this as it's stopping us from taking over your line.

Once you've done this or if there are any issues, feel free to let me know.

Re: problem with my order

jamesrambler40 — Tue, 14 Dec 2021 10:32:25 GMT

Hi I have taken off the BT basic off my line so can you please verify that the internet can now be organised for the date i have agreed with plusnet. Also can you please tell me when do i get my gift card as part of my broadband deal? thanks in advance

Re: problem with my order

Gandalf — Tue, 14 Dec 2021 10:49:23 GMT

Thanks for getting back to me @jamesrambler40

From what I can see Social Telephony is still showing as enabled on your line.

Have you received confirmation from your current provider that it's definitely been taken off?

Regarding your reward card, you'll receive an email within 10 days of your service going live with instructions on how to claim it. Once you've claimed, we'll post it out to you within 30 days.

Re: problem with my order

jamesrambler40 — Tue, 14 Dec 2021 14:01:57 GMT

hi i called BT yesterday and verified i wanted bt basic taking off the line and explained to them that i had arranged internet and line rental with plusnet so they assured me it would be taken off. do i need to do anything else or does this take some time to happen? best regards

Re: problem with my order

Gandalf — Tue, 14 Dec 2021 14:15:49 GMT

Hi @jamesrambler40

Ah it may take some time for the service to be removed.

Would you be able to ask BT for a timeframe?

Re: problem with my order

jamesrambler40 — Fri, 17 Dec 2021 00:22:44 GMT

is the line clear now otherwise i will call BT again .... I dont see what the problem is from there end i made it clear i wanted BT basic taking off the account...do plusnet have any experience with how long this process takes.

thanks

Re: problem with my order

LaurenB — Fri, 17 Dec 2021 10:29:28 GMT

Hiya @jamesramble40, thanks for getting back to us.

I am sorry for the issues and the inconvenience this is causing. I have had a check and it looks like the BT Basic is still live on the number. As far as I know, from being requested to be removed it should only be a few hours before being complete (but would be best to check this with BT).

I'm really sorry for the back and forth you are facing here but I would advise to give them a call back.

Let us know how this goes!

Re: problem with my order

jamesrambler40 — Mon, 20 Dec 2021 14:35:22 GMT

I have noiw called BT and they have inofmed me that the date when the BT Basic is taken off the line with be the 12th january 2022. I was not informed of this the first time i rang BT as they said it would be taken off straight away but today they have told me that a period of 30 days notice is required which should not be the case as i have been with them years and would not be in a contract period. Anyway this effects my plusnet account as i am due to have my internet started on the 22nd December so can you please advise what will happen with my plusnet agreed switch on date....i am so frustrated with BT as they kept emphasising that they are less expensive than plaunet with their BT basic plan. I think they make it difficult for customers leaving even though i have paid all my bills and been a deducated customer for years........Anyway i am upset that my planned internet switch on might now be delayed as i have a daughter in america who i wanted to see on facetime over Chritmas. Please can you assist me with this and nform me what is going to happen. kind regards

Re: problem with my order

MisterW — Mon, 20 Dec 2021 15:10:25 GMT

@jamesrambler40 I dont want to be alarmist and I hope I'm wrong, but that sounds like BT may have treated your request as a complete cancellation of the line rather than just removing the BT Basic. If that's the case then there will be a cease order which will prevent PlusNet placing any order until it completes on the 12th Jan

@LaurenB can one of the Help team check if there is a cease on the line ?

Re: problem with my order

adam945 — Mon, 20 Dec 2021 15:30:27 GMT

Thanks for getting back to us @jamesrambler40

Nothing's going to happen for now, your services should remain active with BT until 12/01/2022 until it's ceased. We'll then be able to place our orders to provide a service, although you will incur some downtime in the meantime whie our orders are progressing.

Re: problem with my order

MisterW — Mon, 20 Dec 2021 15:36:22 GMT

Nothing's going to happen for now, your services should remain active with BT until 12/01/2022 until it's ceased.

@adam945 so BT have taken the request as a cancellation and placed a cease then ? rather than just revert the line to normal and remove the BT Basic

Re: problem with my order

adam945 — Mon, 20 Dec 2021 15:50:54 GMT

Correct @MisterW

I thought that's strange too to be honest. Historically though, I've always had issues with accounts in similar situations where the customer is trying to get Social telephony removed.

Re: problem with my order

MisterW — Mon, 20 Dec 2021 15:54:32 GMT

@adam945 since there's a cease, wont that give a problem with retaining the number when the new orders are placed ?

Re: problem with my order

adam945 — Mon, 20 Dec 2021 16:17:16 GMT

Good question @MisterW

Not in this case. When a number is ceased, it returns back to the range holder. In this case, the range holder is BT. So we'll be able to retain it here.

Re: problem with my order

MisterW — Mon, 20 Dec 2021 16:24:42 GMT

Thanks for checking Adam

Re: problem with my order

jamesrambler40 — Mon, 20 Dec 2021 21:38:39 GMT

Thanks everyone for chipping in and finding out what is going to happen. I have an issue with the arranged contract and timescales with plusnet as i am set to start paying for my internet on the 22nd of december but now it looks like i wont have internet until the 12th january? can you please clarify what will happen regards this? will my contract be reconfigured to start my service from the 12th january or whenever my internet starts....I am so upset with BT i will not have internet to talk to my daughter in amaerica over xmas. And regards the replies from what i can gather i will still have the same number ? as thats what i was promissed by plusnet when signing up. Lastly will my contractual agreement still hold regards pricing and benefits etc that i agreed on signin up? and will there be a period of time where i will have no service at all or can plusnet start immediately when BT has finished? kind regards

Re: problem with my order

Anoush — Mon, 20 Dec 2021 23:03:01 GMT

Hi James, thanks for getting back to us.

I’m really sorry for the complications with your order.

Based on what you’ve said, I assume you don’t currently have broadband with BT, just a telephone line?

If that’s the case, you could try calling BT and ask to activate broadband for you as it may be possible to on top of your existing Basic/Social Telephony package.

We’re just unable to activate broadband or transfer a line to us when it has Basic/Social Telephony as it flags up as an ‘incompatible product’ on our suppliers records. I believe this may be due to certain agreements.

However this may tie you into a new contract with BT so there’d be that to consider and I can’t guarantee they’ll be able to activate broadband for you before Christmas.

When moving to us, it may be worth calling BT to ask if they can remove Basic/Social Telephony without ceasing your line, so we can transfer your landline number and activate our broadband service with no downtime.

If your line’s ceased, it can generally take up to 10 days for us to reactivate your line and activate broadband for you. Also initially you may be allocated a new landline number, but we should be able to get your previous number back within a couple of days afterwards.

Regarding a contract you’ve agreed with us, this will begin when we activate our services and we’ll honour the pricing and offer etc you’ve signed up to us on.

The payment you’ve made up front won’t ‘start’ until your order completes, so your next payment will in effect be 1 month after this happens as you’ve paid in advance.

I hope this helps and apologies again for the complexity, but let us know if you’ve got further queries.

Re: problem with my order

jamesrambler40 — Tue, 21 Dec 2021 12:00:47 GMT

Thank you so much for your assistance and advice regards going forward.

I am not going to ask BT for a broadband service and further complicate what seems an already complicated affair. I guess i just have toi wait until the 12 jan for things to move forward. If i was to askBT not to cease the line would that mean i have to call again to cancel my service with them after or on the 12th jan? The problem i have is that i have already told BT that i want to leave them as i have organised Plusnet broadband and phone line so what happens if they say toi me i thought you wanted to cease your service with BT to transfer to Plusnet so why shouldnt we cancel your service with us if that makes sense.

The feeling i get is that BT are making people lives difficult when they want to change over to a new service providor. As afar as i am aware i didnt have any conditions on my service to give them at least a months notice as i have been with them for years.

So as it stands it doesnt look like i will get broadband until the end of january as i think BT with cancel my service and as you say Plusnet with then take a bit of time to connect me. I do want my same telelphone number as lots of people have it so my concern is guaranteeing that my present home phone number can remain the same definatley?

In hindsight it might of been better to have not told BT i was leaving them and just asked them to adjust my service to remove BT basic and then let plusnet organise everything from their side once the BT basic was removed.

I sincerly hope others dont have to go through this trouble to just move away from BT and go to another provider.

kind regards

Re: problem with my order

Gandalf — Tue, 21 Dec 2021 16:28:52 GMT

Thanks for getting back to me James,

When transferring from one provider to another, this is what's known as 'gaining provider led' which means the new provider handles the transfer and tells the old provider you're leaving, so you don't need to cancel.

This though is a unique situation where the old provider has a product on the line that's not compatible with our service, so ideally all we'd need is that product (Social Telephony) removing without your line being ceased.

We'll then be able to transfer your phone line and landline number to us as well as providing broadband. This will then automatically tell your old provider to cancel their services so you won't have to.

While we say we should be able to get your landline number back once it's ceased, we can't guarantee it as it'll go into a pool of available numbers so it can be picked up by another provider who uses the BT network like we do.

Appreciate you've had your number for a long time and it'll be important to you so I'd highly recommend asking BT to cancel the cease and just remove Social Telephony from your line. This should ensure that your number stays active and we'll transfer it to us as an active number and provide broadband while doing so.

Let me know how it goes and if this doesn't make sense though or if you've got further queries.