topic Account was closed but Openreach still stuck with open orders on the line in My Order

Account was closed but Openreach still stuck with open orders on the line

goldenfibre — Mon, 23 May 2022 08:48:22 GMT

@LaurenB I have send you PM. With ticket on my account Question #224631222

Re: Account was closed but Openreach still stuck with open orders on the line

goldenfibre — Mon, 23 May 2022 15:41:39 GMT

@LaurenB @adamwalker Hi Lauren, Adam has look into this and will check again with openreach and will get back to me.

Re: Account was closed but Openreach still stuck with open orders on the line

Gandalf — Tue, 24 May 2022 09:42:20 GMT

No worries, Adam's not in the office yet so I'll message you back shortly.

Re: Account was closed but Openreach still stuck with open orders on the line

goldenfibre — Tue, 24 May 2022 10:09:46 GMT

@Gandalf

Thanks as it look like Openreach has fail to clear the open pending orders! Not good at all. My current isp say below:

I did question the rejection of the cancellation on our end yesterday and our migration cancellation got rejected because there is already one in progress with Openreach. So it's just a waiting game I'm afraid, hopefully it clears off in time but it looks like it's stuck with Plusnets original order cancellation.

Re: Account was closed but Openreach still stuck with open orders on the line

Gandalf — Tue, 24 May 2022 10:29:02 GMT

I'm really sorry for the delay.

Having got in touch with our suppliers helpdesk, the cease order is still stuck in their systems due to what's known as an exception, so they're chasing this up with the right people to trigger the order to a cancelled state.

I've been assured this will be done within the next 24 hours, but we'll nonetheless check back tomorrow on the progress.

Re: Account was closed but Openreach still stuck with open orders on the line

goldenfibre — Tue, 24 May 2022 10:58:10 GMT

@Gandalf Thanks for your helpful. Shame we couldn't see it on new BTWholesale checker bottom note that used to show there is an open orders on the line etc (only on old BTWholesale checker do this)

Re: Account was closed but Openreach still stuck with open orders on the line

Gandalf — Tue, 24 May 2022 11:06:03 GMT

No problem @goldenfibre, aye I agree.

Should be sorted for you now. I've PM'd you a screenshot from our systems showing no pending cease order.