topic Re: Broadband order not activated on date in My Order

Broadband order not activated on date

mp1990 — Fri, 17 Jun 2022 10:21:17 GMT

I'm switching to Plusnet from another provider (standard ADSL broadband), the activation date was supposed to be yesterday but still it's still not completed. I haven't had any contact saying the order was delayed, can someone shed some light on this? Thanks.

Re: Broadband order not activated on date

mp1990 — Mon, 20 Jun 2022 10:00:37 GMT

Is there any update on this?

Re: Broadband order not activated on date

Gandalf — Mon, 20 Jun 2022 11:46:14 GMT

Hi there,

I'm really sorry for the delay. Does your broadband with your previous provider currently still work okay?

From what I can see our order to transfer your service across to us is delayed in the supplier systems, because what's known as a "stop order" wasn't passed across to your current provider as a notification for the transfer.

Depending on whether you have broadband still would depend how we tackle this.

If your broadband does work, then I can raise a case to our supplier systems support desk to investigate further, however if it doesn't work, then I'd be more inclined to ask our suppliers to cancel the order and then replace it.

Re: Broadband order not activated on date

mp1990 — Mon, 20 Jun 2022 12:28:19 GMT

Hi thanks for the reply.

My broadband with the previous provider doesn't work anymore.

Would I be able to get a rough idea how long it will take to resolve (assuming the order will be replaced as mentioned in your reply)?

I'm needing it for my work. Thanks

Re: Broadband order not activated on date

Gandalf — Mon, 20 Jun 2022 13:03:30 GMT

Assuming that the line is no longer active with your previous provider which likely isn't going to be, if your broadband doesn't work, then I'll be requesting the new order's expedited to completion.

As a rough timescale, I would say within 5 working days from when I'm able to place the order.

I've got in touch with our suppliers helpdesk and they're in the process of cancelling the existing order, which should be done by tomorrow, so I should know more then. Will let you know once I do.

I'll keep a close eye on this for you and make to get you back up and running as soon as possible for your work.

Re: Broadband order not activated on date

Gandalf — Tue, 21 Jun 2022 11:07:39 GMT

The order's cancelled, but the supplier records are showing the line in both a working and non-working state at your address, which is stopping me from replacing the order. I've been chasing this up with our suppliers through a case to their systems support desk and I'll update you again later today. Really sorry for the delay.

Re: Broadband order not activated on date

mp1990 — Tue, 21 Jun 2022 11:17:24 GMT

Ok thanks for the update

Re: Broadband order not activated on date

Gandalf — Tue, 21 Jun 2022 11:34:50 GMT

No problem, I've spoken with the supplier helpdesk just now and they're passing the case to their second line support team. I should have an update within 24 to 48 hours and will let you know as soon as I do.

Re: Broadband order not activated on date

Gandalf — Wed, 22 Jun 2022 15:41:15 GMT

Heya, just to update I've been escalating this with our suppliers and they're definitely on the case. It seems to be a rather complex issue and sorry I haven't got more of an update yet. Should hopefully know more tomorrow.

[edit]

In the meantime, is it possible for you to call your previous provider just to confirm if the service is ceased their side and if it isn't then to test the line and try to raise a fault to get you back online?

Re: Broadband order not activated on date

greygit — Wed, 22 Jun 2022 21:39:34 GMT

" supplier records are showing the line in both a working and non-working state"

Schroedinger line stats?

Re: Broadband order not activated on date

greygit — Fri, 24 Jun 2022 22:11:06 GMT

I think someone appreciated my s-o-h.

Re: Broadband order not activated on date

mp1990 — Mon, 27 Jun 2022 11:33:38 GMT

Just to confirm I've checked and the service is definitely ceased on their side.

Re: Broadband order not activated on date

Gandalf — Mon, 27 Jun 2022 11:51:25 GMT

Thanks for checking!

Do you use a landline phone by any chance or know if that's ceased as well as your broadband?

I've also chased this up with our suppliers this morning and one of their managers is looking into this.

Re: Broadband order not activated on date

mp1990 — Mon, 27 Jun 2022 11:55:57 GMT

Hi, sorry I don't use a landline phone so not sure on that.

Re: Broadband order not activated on date

Gandalf — Mon, 27 Jun 2022 11:58:20 GMT

No problem, if your previous provider have confirmed it's ceased their side I'll take it to our suppliers to investigate further.

I'll let you know once I know more which should be today or tomorrow at the latest. Sorry that this is dragging on.

Re: Broadband order not activated on date

Gandalf — Tue, 28 Jun 2022 08:24:55 GMT

I've spoken with our suppliers systems support helpdesk and they can see your phone line is definitely still live with another provider, though they can't see anything about your broadband, because ADSL would be connected onto that provider's own equipment. I think we've got one of two ways to tackle this.

I can place an order to takeover the phone line and provide our ADSL at the same time, which would take approx 10 working days as we'll have to adhere to Ofcom's regulations when taking over a line.

Alternatively you could call your provider once more and if there's no way they can get their ADSL working again so you have a service while we're taking over the line, then I would ask them to cease your phone line.

With your phone line ceased, I can then ask our suppliers to expedite our order since there'd be no working line.

What do you think?

Re: Broadband order not activated on date

mp1990 — Tue, 28 Jun 2022 10:32:17 GMT

Ok, I've got in touch with the previous provider and they've been less than useless (they've misinformed me about the line for sure), so can we go for the first option?

Re: Broadband order not activated on date

Gandalf — Tue, 28 Jun 2022 10:47:04 GMT

Ah thanks for trying and sorry it didn't go well.

I've replaced the order now to takeover the phone line and provide our ADSL.

Should receive a confirmed transfer date for you within 24-48 hours. I'll then take this back to our suppliers to make sure that the order is fully built into the systems as it was only half-built last time which caused the order to fail.

Re: Broadband order not activated on date

Gandalf — Wed, 29 Jun 2022 15:16:34 GMT

Hey, as you may have already seen from the email updates coming via your account, we're due to takeover the phone line on the 12th July and provide ADSL on the same day, which could be anytime before midnight.

I've had a colleague in our suppliers system support helpdesk look at the new order. They can confirm it's fully built in their systems and don't foresee any issues with it, so hopefully it'll go through okay.

I'll check back on the 13th July to follow things up with you.

Re: Broadband order not activated on date

mp1990 — Wed, 29 Jun 2022 15:19:53 GMT

That's great, thanks for your help!