topic My order was cancelled by Plusnet in My Order

My order was cancelled by Plusnet

jenny1 — Fri, 24 Dec 2021 10:54:48 GMT

I have signed up and paid the first month payment, was told by text and email my broadband would be up and running on the 4/1/22. Then I received a text saying there was a delay, then today another text saying my order has been cancelled. Im so disappointed now I will be without internet until I can get something else arranged. As well as having paid for absolutely nothing.

Re: My order was cancelled by Plusnet

MisterW — Fri, 24 Dec 2021 11:08:15 GMT

Are you transferring from another ISP ?

If so did you cancel with them directly or just order the transfer with PlusNet ?

Re: My order was cancelled by Plusnet

jenny1 — Fri, 24 Dec 2021 11:13:26 GMT

Im moving back to my house so its a new contract with plus net. Im not sure who the tenants were with, Im assuming they must have had a provider. Thank you for replying.

Re: My order was cancelled by Plusnet

MisterW — Fri, 24 Dec 2021 11:28:21 GMT

Im assuming they must have had a provider

Ah, that would probably explain. They will likely have cancelled with their provider. That will have put what's known as a 'cease' order on the line. That order will have caused the PlusNet order to be cancelled, I know its daft isnt it! but that's how the BT Openreach order system works, there can only be one order on a line at any time. Since the existing tenants ISP 'owns' the line, their order takes priority. No other ISP will be able to place any order until the cease order completes, which is likely to be about 14 days from when the tenants cancelled!.

Your only way to speed things up would be to get the previous tenants to cancel their cancellation so that PlusNet can place the transfer order again.

Re: My order was cancelled by Plusnet

adam945 — Fri, 24 Dec 2021 12:04:11 GMT

Good afternoon @jenny1

Thanks for getting in touch, are you able to contact the current providers to inform them that you're switching providers? We've placed two orders to take over the working line, which have both been cancelled by the current provider.

Re: My order was cancelled by Plusnet

jenny1 — Fri, 24 Dec 2021 12:11:38 GMT

thank you for explaining that, I would never have thought that was the case. do I have to start a new order and pay again do you know?

Re: My order was cancelled by Plusnet

jenny1 — Fri, 24 Dec 2021 12:13:38 GMT

Hi Adam,

thanks for your reply. I don't have a way of contacting them really as they have moved out and no router was left behind so I don't know who the provider was even. should i start a new order or wait? Will I lose the first months payment I made?

Re: My order was cancelled by Plusnet

Mustrum — Fri, 24 Dec 2021 13:00:53 GMT

@jenny1 There is no reason why you should lose your first months payment, alas for the reasons given above it will take a little longer to get you up and running.

Re: My order was cancelled by Plusnet

adam945 — Fri, 24 Dec 2021 13:14:54 GMT

you won't need to sign up again, as the account, and contract you agreed will remain in tact, it's just the orders to actually provide a service in the background.

It's a common issue we have when customers are moving into new properties, usually, the previous occupant would ask their provider to cease the line, although this clearly hasn't been done on this occasion. There's not even a pending cease order here.

We can try again, but I'd like to make sure we have the correct address first. Are you able to send me a PM with your full address please?

Re: My order was cancelled by Plusnet

jenny1 — Fri, 24 Dec 2021 14:33:21 GMT

thanks that's good to know

Re: My order was cancelled by Plusnet

jenny1 — Fri, 24 Dec 2021 14:37:47 GMT

ive pm you thanks

Re: My order was cancelled by Plusnet

adam945 — Fri, 24 Dec 2021 15:44:54 GMT

Thanks for the PM, the address is correct.

I've now placed the orders again then to take over the working line at your property. If this one fails for the same reason, we'll place a new line installation order.

Re: My order was cancelled by Plusnet

jenny1 — Fri, 24 Dec 2021 15:48:52 GMT

how long do you think it will take? thanks

Re: My order was cancelled by Plusnet

adam945 — Fri, 24 Dec 2021 15:54:33 GMT

So whenever we place a new order, we need to give the losing provider two weeks notice that we're taking over the line, so the lead time has started again today unfortunately.

Re: My order was cancelled by Plusnet

jenny1 — Fri, 24 Dec 2021 15:55:58 GMT

so 2 weeks from today even if the tenants haven't cancelled their internet provider?

Re: My order was cancelled by Plusnet

adam945 — Fri, 24 Dec 2021 16:03:00 GMT

Yeah, the line is still active there, and there's no pending cease order on it. So my assumption is that the previous occupants have not told their provider that they're no longer in the property.

Re: My order was cancelled by Plusnet

Townman — Sat, 01 Jan 2022 11:53:25 GMT

... which having read "We've placed two orders to take over the working line, which have both been cancelled by the current provider." begs the question "Why is the current provider cancelling Plusnet's orders if (a) there is no cease order on the line and (b) the tenants (current subscribers) are not there to challenge the line take over?".

Blocking Gaining Provider Lead takeover is an express violation of the OFCOM service migration rules. Somewhat looks as though Plusnet and it's new customer are victims of questionable attempts to inhibit service migration by the existing supplier.

@adam945 do you know if outstanding debts on a service can be used by a losing supplier to legitimately block service migration? Also I am correct in recalling that it is possible to have a supplier instructed reject all take over requests, unless explicitly told to accept one?

Re: My order was cancelled by Plusnet

jenny1 — Sat, 01 Jan 2022 12:54:50 GMT

@Townman My order was cancelled again, this was after the admin said it would be up and running. I called them yesterday and they have said an engineer has to come out now. So fingers crossed I will have broadband on the 13 of this month.

Re: My order was cancelled by Plusnet

Townman — Sat, 01 Jan 2022 13:05:14 GMT

That is very odd.

This now sounds like a BT Openreach or BT Wholesale records issue ... Plusnet Admin can only advise as per typical provision journeys, exception situations are not predictable. We see no end of cases on here where the existing information on a line is flawed and makes migration a challenging journey (for any ISP) until the infrastructure housekeeping records are cleaned up.

This has been seen often in migration away from Talk Talk and Sky who use their own non-BT infrastructure within exchanges. That said we do not know who is the existing supplier.

There are a multitude of possibilities here, I fear that this provision case is going to need focussed ownership...

Re: My order was cancelled by Plusnet

jenny1 — Sat, 01 Jan 2022 13:04:36 GMT

Yes, I feel now I've started I should finish! Otherwise I would have gone with another provider.