topic Re: Order delayed in My Order

Order delayed

lishypoole — Wed, 11 May 2022 14:06:54 GMT

Hi I’ve got 4 messages saying my order has been delayed. I rung up the other day and they said there waiting for open reach to correspond or something.

Can I have a update on my
Order please.

Re: Order delayed

Townman — Thu, 12 May 2022 06:53:58 GMT

Hi, a warm welcome to the forums.

Four messages - at the same time or at intervals? If at intervals, that suggests multiple issues.

Such sounds like an issue with BT's data base, such issues need to go through an ORDI process which takes 48 hours to correct information. If that fails (as sometimes they do) then the ISP needs to raise a "Bridge case" for further investigation which - like everything in BT Openreach / BT Wholesale - takes 48 hours!! The need for more than one "Bridge Case" is not unknown.

Unfortunately ISPs do not get committed resolution times from BTOR or BTw - they just need to wait, so an update might not be available. A staffer should be able to advise what needs sorting with BTOR / BTw.

Re: Order delayed

LaurenB — Fri, 13 May 2022 13:11:03 GMT

Hiya @lishypoole, thanks for getting in touch. I'm sorry for the concern caused with your order!

I have taken a look at this and it looks like things are now progressing OK with your orders due to be completed on the 19th.

If you have any further queries at all, please just get back to me.