topic Re: Need a delayed order to be dealt with. in My Order

Need a delayed order to be dealt with.

Jayjay — Thu, 18 Aug 2022 17:54:26 GMT

My phone line has gone live but the broadband side has not and I keep being told it’ll be 24 hours. But that never works out.

Apparently there’s an exception and no KCI3.

please help.

Re: Need a delayed order to be dealt with.

Gandalf — Mon, 22 Aug 2022 13:04:30 GMT

Hi there,

I'm really sorry for the delay with your order. I can see we've been escalating this with our suppliers as your order's stuck in the supplier systems, due to a system issue. We'll update you as soon as we know more.

Re: Need a delayed order to be dealt with.

Jayjay — Mon, 22 Aug 2022 13:07:50 GMT

It seems strange that nobody at plusnet can contact OR and make them progress this immediately. So much waiting around.

Now the estimated speed guarantee has halved why?

Re: Need a delayed order to be dealt with.

Gandalf — Mon, 22 Aug 2022 13:14:54 GMT

I can assure you that we have been contacting Openreach's helpdesk on numerous occasions, however due to the nature of the issue I'm afraid that it's not something which can be fixed immediately, otherwise it would be.

Your estimated speeds are below as per the email we've sent when you signed up.

"At peak times, we estimate that you'll get the following speeds on your line:
Download: 63 - 72Mb
Upload: 17 - 18Mb
Minimum Guaranteed Speed: 57.8Mb"

Really sorry again for the inconvenience. We'll be sure to get you back online as soon as possible.

Re: Need a delayed order to be dealt with.

Jayjay — Mon, 22 Aug 2022 13:21:16 GMT

Appreciate the response and explanation re. OR.

The online account has updated to show these speeds for my line,

Re: Need a delayed order to be dealt with.

Gandalf — Mon, 22 Aug 2022 14:16:14 GMT

No worries. Let's see what that looks like when your broadband order's completed.

Although the minimum guaranteed speed is only really taken into account if you're looking to leave and if that's the case then we should be looking at what we've confirmed with you in an email.

As for the estimates, these can change as they're the current expectations of a line and they're most up to date on our suppliers broadband availability checker Here.

Re: Need a delayed order to be dealt with.

Jayjay — Fri, 02 Sep 2022 20:52:53 GMT

Hi, the strangest thing has happened with the account. The broadband became active for ~1 week then cut off suddenly and now it’s apparently still an open order with Openreach. And awaiting a KCI3 how can you provide a service for a period off time yet then it can be cut off and plusnet think the line was never active. Please can you help sort this once and for all? Or help find out where the issue lies and get the relevant team to rectify asap.

Re: Need a delayed order to be dealt with.

Gandalf — Sat, 03 Sep 2022 12:49:47 GMT

Hi there,

I'm really sorry to see what's happened. From what I can see the engineering work has been completed but we've not received a notification (KCI3) from our suppliers to confirm the order's completed.

We had nonetheless prematurely activated your account so you were able to get online.

Unfortunately the lack of the KCI3 notification is stopping us from testing your broadband or reporting a fault to Openreach.

We've continually been chasing this up with our suppliers and they've advised us the order is stuck in their systems, but they've escalated it to the relevant team to sort as soon as possible.

As soon as we know more, we'll let you know.

Re: Need a delayed order to be dealt with.

Jayjay — Sun, 04 Sep 2022 21:46:32 GMT

What I don’t understand is that if you could activate the service and allow me to use it why can’t this be done again and then you will still be able wait for the KCI3 but I’ll have some sort of service.

This seems like a common sense approach here.

Re: Need a delayed order to be dealt with.

Gandalf — Mon, 05 Sep 2022 08:13:19 GMT

The service is still activated on our side though. There’s a problem somewhere but we can’t run diagnostics or report a fault to identify what the issue is.

Re: Need a delayed order to be dealt with.

Jayjay — Mon, 05 Sep 2022 08:25:20 GMT

Ok, so the two engineers that came out to ‘fix the line’ have not been successful. Why can’t you just order a new line for me so we start from scratch and have a clean fresh line to use?

Re: Need a delayed order to be dealt with.

Gandalf — Mon, 05 Sep 2022 08:40:28 GMT

Without knowing what the issue is then a new line might not actually work. Ordering a new line installation isn’t as new as you’d expect as in the vast majority of cases, engineers will just reuse spare lines within the existing cabling rather than lay brand new cabling.

A lot more can go wrong with broadband than the line itself, it could be the port in the cabinet or exchange, or a supplier configuration issue to name a few.

Additionally if we were to place a new line installation order then this would generally take 2 to 3 weeks and again may not fix the issue or cause more problems.

Admitttedly I’m not in the office today, but I suspect the engineers we had arranged were on the back of the order? If that’s the case then their work did get you up and running, but now there’s a problem somewhere.

Appreciate the frustration but at this stage persevering with downtime until the order is completed so we have a clearer view of what’s happening is the best way forward.

Re: Need a delayed order to be dealt with.

Jayjay — Mon, 05 Sep 2022 15:36:28 GMT

Appreciate your response and the detail included.

Can you actually find out what is the issue instead of being told KCI3 with exception on order?.

Thanks

Re: Need a delayed order to be dealt with.

Gandalf — Mon, 05 Sep 2022 21:03:41 GMT

No problem and I can try but generally for these type of issues, we struggle to get detail from suppliers.

An order goes through various stages in numerous supplier systems which all interact with each other. The main stages are KCI1 (Acknowledged), KCI2 (Committed/Confirmed) and KCI3 (Completed). KCI stands for Keep Customer Informed. The Customer here would be Plusnet, as the KCI’s come from Openreach.

In this case, it’s stuck at the last stage and an exception is usually a system error, which prevents the order from being marked as complete in one or more systems.

I’ll take a look again for you tomorrow when I’m in.

Re: Need a delayed order to be dealt with.

Jayjay — Tue, 06 Sep 2022 08:50:27 GMT

I’ve also weirdly received email this morning to say how my broadband has been up and running for 14 days and that the speed is much higher than expected at 76 Mbps! - what’s happening at plusnet?

Re: Need a delayed order to be dealt with.

Gandalf — Tue, 06 Sep 2022 09:07:02 GMT

Sorry for the confusion. That’s because we’d prematurely activated your account. Ideally we shouldn’t have done this until the order fully completed with suppliers.

Re: Need a delayed order to be dealt with.

Gandalf — Tue, 06 Sep 2022 09:35:29 GMT

I've just had a chance to check your order and I'm happy to confirm it completed a few moments ago at 10:21 am.

I've now reported a fault to our suppliers to investigate further and as soon as we know more, we'll let you know.

Re: Need a delayed order to be dealt with.

Jayjay — Tue, 06 Sep 2022 09:37:55 GMT

This sounds promising, does that mean there is an actual fault? Or can you now deactivate my connection?

Re: Need a delayed order to be dealt with.

Jayjay — Tue, 06 Sep 2022 09:38:20 GMT

Re activate not deactivate

Re: Need a delayed order to be dealt with.

Gandalf — Tue, 06 Sep 2022 10:35:27 GMT

As your account's already active our side there's no need to reactivate it, however I've discussed the fault with our suppliers helpdesk and I'm advised that for some reason which should not have happened, your connection is showing as deactivated in Openreach's systems, so they've raised a request to reactivate it.

This should be done within 2 working days, so we've been given a review date of the 9th September. We'll keep an eye on this for you and we'll let you know as soon as we know more.