topic Re: Order problems in My Order

Order problems

DSR — Tue, 22 Mar 2022 22:11:41 GMT

I was due to be connected on 30 March, that has since changed to 31 March.

Tonight, I received a message informing me of a further delay:

'We've found a potential problem. We'll look into this and will be in contact with you shortly.'

I'm currently having zero issues with my phone and broadband with my current provider, so can anyone from Plusnet tell me what the issue is, and if I potentially could be left with no service with my current broadband provider?

I really hope not.

Re: Order problems

Baldrick1 — Wed, 23 Mar 2022 08:50:04 GMT

@DSR

There are potentially many reasons for delays, unconnected with your actual working line. I trust that you have left the takeover of your line to Plusnet and not cancelled the service with your current ISP as this can result in you being left with no service for over a week.

A Plusnet staffer will probably come along soon and give you more information.

Re: Order problems

adam945 — Wed, 23 Mar 2022 11:04:01 GMT

Hey @DSR

Looks like some confusion amongst agents working the working has lead to this. I've just checked out the orders though and can confirm that your services will be going live on 30/03/2022.

Re: Order problems

DSR — Wed, 23 Mar 2022 11:05:25 GMT

Thank you for the clarification @adam945 , much appreciated.

Re: Order problems

adam945 — Wed, 23 Mar 2022 11:10:24 GMT

No problem at all, let us know if you have any further queries

Re: Order problems

DSR — Thu, 24 Mar 2022 19:54:39 GMT

Hi @adam945

Should the status on my order tracker still be showing 'We've found a potential problem. We'll look into this and will be in contact with you shortly'?

Or this just an artefact from the admin intervention?

Re: Order problems

adamwalker — Fri, 25 Mar 2022 11:27:17 GMT

Hi DSR, there was an issue with the broadband order unfortunately which caused it to cancel. I've placed a new one though and that should go through on the same date of 30/3/22. I've updated the order status on your account and have added further details to a support ticket here for you: https://www.plus.net/wizard/?p=view_question&id=223092241

Re: Order problems

DSR — Fri, 25 Mar 2022 12:07:00 GMT

Thank you @adamwalker

Re: Order problems

adamwalker — Fri, 25 Mar 2022 12:28:00 GMT

No worries! I hope everything goes smoothly from here and do shout up if there's anything else we can help with.

Re: Order problems

DSR — Wed, 30 Mar 2022 08:32:35 GMT

I'm due to swtich today. My previous supplier ceased my connection at around 7am this morning. I've had a text from plusnet saying my phone is live, but not broadband.

I tried logging into my account to see if I can establish how long we will be without the net today, and I'm unable to log in, the screen keeps returning to the pre-log in page.

I did try the router, which went blue for around one minute, and the back to Orange, where it now stays.

I know it can take up until midnight, but just wanted to check that connection will be taking place today?

Many thanks

Re: Order problems

LaurenB — Wed, 30 Mar 2022 09:33:55 GMT

Hiya @DSR, thanks for getting back to us! I have had a check of the broadband order and can see that this has now complete, so have manually activated the account for you

I am sorry for the earlier problems with the order. If you reboot your router you should now be able to get connected

Please let me know if you have any further queries!

Re: Order problems

DSR — Wed, 30 Mar 2022 10:46:33 GMT

@LaurenB Thank you very much for doing that, its very much appreciated. All is up and working.

Re: Order problems

LaurenB — Wed, 30 Mar 2022 12:18:11 GMT

That's great! Thanks for the update

Should you need any further support, please just get back to us and hope you enjoy the rest of your day