topic Re: Order Delay message, but no info in My Order

Order Delay message, but no info

Stoof — Wed, 24 Aug 2022 15:10:11 GMT

I received a text message a couple of weeks back about an order delay with my broadband. I've been trying to call since every so often but the wait times have been so long I have had to hang up before getting through.

There's nothing showing on my account other than my service isn't up yet which is expected as it shouldn't start until my BT contract ends at the start of Sept.

Hopefully the "delay" is just the wait until September to kick things off - is it possible for a staff member to confirm?

I've already had some trouble as Plusnet had for some reason used a random unknown phone number for the takeover instead of the one actually provided, resulting in my order being cancelled and re-entered, but I was assured at the time it was all good.

Cheers!

Re: Order Delay message, but no info

adamwalker — Mon, 29 Aug 2022 13:31:10 GMT

Hi there! Sorry for any confusion, the delay ticket was due to the order dropping out of our automation, it's been dealt with manually since and both phone and broadband are due to go live with us on 7/9/22.

Do shout up if you need help with anything else and I hope everything continues to go smoothly from here!

Re: Order Delay message, but no info

Stoof — Thu, 08 Sep 2022 11:32:31 GMT

I eventually got through on the phone and had confirmed that everything was OK and set for the 7th Sept... and here I am on the 8th with no broadband. So much for those confirmations!

Re: Order Delay message, but no info

adamwalker — Thu, 08 Sep 2022 11:44:32 GMT

Hi again Stoof, sorry about this! I've just checked and there was an issue with the account on our side so apologies for that and any hassle it's caused. I've fixed it so the service should be up and running now. Please let us know how you get on.

Re: Order Delay message, but no info

Stoof — Thu, 08 Sep 2022 11:48:45 GMT

Thank you Adam, I will check once I'm home, but I did at least get an email about my actuvation having happened, so fingers crossed!

Thanks for your time (if it works you can ignore my other post of course!)

Re: Order Delay message, but no info

adamwalker — Thu, 08 Sep 2022 11:54:37 GMT

No worries, I'll check back on the account tomorrow to make sure it's all working OK but do shout up in the meantime if you need to.