topic Order delayed in My Order

Order delayed

Sshelby998 — Sat, 15 Oct 2022 09:16:55 GMT

I placed an order last night to join Plusnet, paid the initial charge however received a text today stating my order has been delayed. I tried to call but gave up after 45 min of waiting can I get any advice why this may be delayed.

Re: Order delayed

Mav — Sat, 15 Oct 2022 09:23:31 GMT

Moderator's note(s):

Thread moved ftom Broadband to My Order.

Re: Order delayed

SpendLessTime — Sat, 15 Oct 2022 12:30:23 GMT

@Sshelby998 I know the phone customer support system isn't up to standards but it is still the quickest way to get a response from staff. Forum staff are currently taking 2 days to reply to queries (on average)

Re: Order delayed

Gandalf — Sun, 16 Oct 2022 12:35:07 GMT

Hi there!

I'm really sorry for the long wait time but thanks for signing up.

I've had a look at your order and I can see we're struggling to takeover your line, because the existing provider of the line has placed what's known as a cease order to stop their services on the 11th November.

Do you currently have a service with another provider at your address or have you just moved in?

Re: Order delayed

Sshelby998 — Sun, 16 Oct 2022 12:37:18 GMT

Yes we are with BT at the moment and have cancelled the service as they are terrible

Re: Order delayed

Gandalf — Sun, 16 Oct 2022 12:39:15 GMT

Ah okay in this case we'll need to wait until their cancellation request goes through then we can provide our service. There'll likely be a couple of weeks downtime but we'll be as quick as we can to get you up and running.

Alternatively if you can ask BT to cancel the cancellation request, we can takeover your line instead, which will automatically trigger the cancellation request their side. Basically you won't need to contact BT to cancel.