topic Re: Order delayed on day of activation in My Order

Order delayed on day of activation

asmamg28 — Thu, 31 Mar 2022 10:06:25 GMT

Hi there,

I signed up to PlusNet Brilliant Broadband and my broadband service was due to become active by midnight on 31/03/2021.

My previous provider who I transferred from, cancelled my broadband services yesterday afternoon. Of course I know my broadband wouldn’t connect with PlusNet as it was the 30th yesterday.

But now I’m getting worried as to whether I’ll have broadband by tonight or not.

I have been using mobile data since yesterday and I’m a teacher. So I need the internet to do my planning.

I’d be grateful if you could look into this as I am currently at work, so cannot get in touch by phone.

Thanks

Re: Order delayed on day of activation

MisterW — Thu, 31 Mar 2022 11:05:16 GMT

due to become active by midnight on 31/03/2021

That actually means by 00:00 on 31st. So your broadband SHOULD have been active yesterday!. Looks like something went wrong. I'm sure one of the helpful PlusNet staff will be along shortly to advise.

Re: Order delayed on day of activation

adam945 — Fri, 01 Apr 2022 08:38:42 GMT

Hello @asmamg28, thanks a lot for getting in touch. I'm so sorry, the order has been cancelled due to an Openreach error.

Basically, they weren't able to process the associated stop order that was placed by the losing service provider, so our start order could not be completed. We're going to need to start again I'm afraid. I'd have replaced the orders this morning, but the broadband order remains stuck in a committed status, so I've contacted Openreach to have it cancelled down.

Once cancelled, our Provisioning Team will get the orders replaced.

There's an open ticket that our Provisioning Team are monitoring here, you'll be able to view and comment on it for direct communication with them.

Re: Order delayed on day of activation

asmamg28 — Sat, 02 Apr 2022 12:23:56 GMT

Well, thank you for the response and dealing with the issue promptly.

I can barely get any work done at home due to having no internet. Simply relying on mobile data.

Anyways, tried to get intouch by phone again. Couldn’t get through.

But this correspondence appeared in relation to replacing my order:

• Type of Order: New Line Installation
• Retain number, where possible: No

I am confused as I have been with PlusNet before, open reach had no issues and I was able to successfully switch to you without having any new line installation and was able to retain my number.

I do not want to have my number changed.

Thanks.

Re: Order delayed on day of activation

Elmr123 — Sun, 03 Apr 2022 10:51:21 GMT

I have the exact same problem and a very similar situation. I've now run out of data and relying on a very terrible BT hotspot (which I had to pay for). My connection was due yesterday (2nd) but had a text yesterday morning saying it had been delayed but no reasoning. My old supplier dropped out on the 31st march. Hope you get sorted soon.

Re: Order delayed on day of activation

asmamg28 — Sun, 03 Apr 2022 14:46:46 GMT

Oh what a shame! I truly feel for you and can totally relate.

It’s such a pain. My mobile data is close to running out. Guess I’ll be leaving my workplace late this week if I don’t get my broadband. 😑

Re: Order delayed on day of activation

Gandalf — Sun, 03 Apr 2022 15:02:00 GMT

Hi @asmamg28

I'm really sorry for the confusion. From what I can see there are no working or stopped lines at your address, so it's likely that the line you had has since been re-used by an engineer to connect another property.

Can you add to the ticket Here with what your landline number was? I can't guarantee we can get it back depending on who owns the number and if it's been re-assigned but I can try for you.

If you can post back once you've responded to the ticket, I can get that picked up for you.

Re: Order delayed on day of activation

Gandalf — Sun, 03 Apr 2022 15:02:32 GMT

@Elmr123 wrote:
I have the exact same problem and a very similar situation. I've now run out of data and relying on a very terrible BT hotspot (which I had to pay for). My connection was due yesterday (2nd) but had a text yesterday morning saying it had been delayed but no reasoning. My old supplier dropped out on the 31st march. Hope you get sorted soon.

I'll respond to your own thread you've made shortly for you once I've looked into the issue.

Re: Order delayed on day of activation

asmamg28 — Sun, 03 Apr 2022 15:28:41 GMT

Thank you for the prompt response.

I have responded to the ticket with my landline number.

Re: Order delayed on day of activation

asmamg28 — Sun, 03 Apr 2022 15:32:37 GMT

Also, forgot to add. We tried ringing on the landline number a couple of times yesterday. The ring does go through, but no one answered.

Re: Order delayed on day of activation

Gandalf — Sun, 03 Apr 2022 15:43:12 GMT

Cheers, I've updated the ticket 223232426 for you now and I'll follow up tomorrow.

Re: Order delayed on day of activation

asmamg28 — Mon, 04 Apr 2022 11:33:53 GMT

Thank you. I look forward to hearing from you.

Re: Order delayed on day of activation

Gandalf — Mon, 04 Apr 2022 11:37:29 GMT

I've escalated this to a manager within our suppliers number porting team as they hadn't got back to me within their 4 hour time-frame (They don't work Sunday's but start at 8am on a Monday). Once I've heard back, I'll let you know.

Re: Order delayed on day of activation

Gandalf — Mon, 04 Apr 2022 12:51:32 GMT

Hi @asmamg28

Our suppliers have accepted the number port to get your number back and I'm currently waiting to receive a confirmed installation date for an engineer to visit you. We should know more by 06.04.22 so I'll check back then.

I'm out of the office tomorrow but feel free to post back if you need help while I'm away and one of my colleagues may be able to help you in my absence.

Re: Order delayed on day of activation

Gandalf — Mon, 04 Apr 2022 13:21:48 GMT

Hiya, I've received that confirmed date a lot quicker than I thought and I've added that confirmation to the ticket ref 223232426. If you can get back to me over there with some availability when you'll be available for a visit within the next week or so, I can ask our suppliers to expedite the order for you, based on the previous orders failing in their systems.

Re: Order delayed on day of activation

asmamg28 — Mon, 04 Apr 2022 14:48:01 GMT

Thank you. I have responded to the ticket with my availability for this week and the following.

Re: Order delayed on day of activation

Gandalf — Mon, 04 Apr 2022 15:02:42 GMT

Cheers, I've messaged you back over there

Re: Order delayed on day of activation

asmamg28 — Mon, 04 Apr 2022 15:17:21 GMT

I’ve replied back with the availability of any additional adults in my household during this week

Thanks

Re: Order delayed on day of activation

Gandalf — Mon, 04 Apr 2022 15:20:09 GMT

Looks like I responded at the same moment you posted

Re: Order delayed on day of activation

Gandalf — Mon, 04 Apr 2022 17:31:30 GMT

Hi @asmamg28

I've got the phone order expedited for you now and I've confirmed the new appointment details onto the ticket.

Your broadband may not go live on the same day as it's incredibly difficult to expedite a simultaneous order due to the way that they progress in the supplier systems, but I'll request the broadband's fast tracked separately, once your phone order's completed if the broadband doesn't follow suit automatically.