topic Re: Broadband order cancelled in My Order

Broadband order cancelled

Aaronward1 — Sat, 15 Oct 2022 14:38:06 GMT

I happened to check my order status a few days ago only to see a message on my account that my order had been cancelled- no reason given. Apparently the phone line (which I don't need) is operational. I have spent almost 2 hours over 3 calls trying to get through but had to give up. Appalling service. Can someone please talk to me?

Re: Broadband order cancelled

Mav — Sat, 15 Oct 2022 15:01:10 GMT

Moderator's note(s):

Thread moved from Broadband to My Order.

Re: Broadband order cancelled

Gandalf — Sun, 16 Oct 2022 13:46:28 GMT

Hi there!

I'm really sorry for the issue with your order. From what I can see our suppliers records are incorrectly showing that broadband is already enabled on your line so the order failed in the supplier systems.

I've raised what's known as a TAGS query with our suppliers to update the update the records of the line to show broadband is not active so we can place a new broadband order to get you online.

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

Re: Broadband order cancelled

Aaronward1 — Mon, 17 Oct 2022 14:07:07 GMT

Ok thanks. The previous tenant had plusnet- I wonder if that is why it appears my broadband is already enabled?

Re: Broadband order cancelled

Gandalf — Mon, 17 Oct 2022 15:17:14 GMT

Yeah, the phone line was stopped presumably when the previous tenants account was closed and we reactivated the line when your account was opened. The supplier records just haven’t updated automatically to reflect broadband is no longer active on the line.

Once the records are correct we can replace the broadband order for you. We’ll let you know

Re: Broadband order cancelled

Gandalf — Tue, 18 Oct 2022 12:34:10 GMT

Hi @Aaronward1,

The records look now correct so we'll place your order and let you know when your broadband's due to go live.

Should be able to provide an update within 24 to 48 hours.

Re: Broadband order cancelled

Gandalf — Wed, 19 Oct 2022 11:37:54 GMT

Hi @Aaronward1,

You may have already seen but your broadband should be going live on the 27th October before midnight.

Let me know how it goes.

Re: Broadband order cancelled

Aaronward1 — Thu, 27 Oct 2022 14:16:38 GMT

Due to be activated today. Just got a message saying it's been delayed (no explanation). At least I was contacted directly. I started this process on 7 Oct. That's almost 3 weeks and still no broadband and no clarity. How do I go about cancelling and getting my initial payment back?

Re: Broadband order cancelled

Aaronward1 — Thu, 27 Oct 2022 14:18:48 GMT

And also can't get through on the phone

Re: Broadband order cancelled

Gandalf — Thu, 27 Oct 2022 18:04:43 GMT

Sorry for the delay.

I can see a ticket has been raised to our provisioning team today to look at the delay notification you'd received.

From what I can see an engineer had done external work today at the cabinet (the green box in the road) but when they tested your line, they found a fault on the dropwire into your property, so they'll need access to your property to fix.

It's up to you if you want to cancel but it's probably going to delay things. If you can let me know when you'll be available for a visit, I'll make sure we arrange this for you. The engineers work weekdays 8am to 1pm or 1pm to 6pm.

Re: Broadband order cancelled

Aaronward1 — Thu, 27 Oct 2022 19:36:41 GMT

I also work weekdays. I'd rather just cancel and get a refund. I don't have time this. Can you arrange cancellation and refund since it is impossible to speak to anyone by phone? Thanks

Re: Broadband order cancelled

RealAleMadrid — Thu, 27 Oct 2022 21:21:41 GMT

@Aaronward1 The only ways to cancel are by phoning in or writing a letter to Plusnet, it can't be done on the forum.

Re: Broadband order cancelled

Townman — Fri, 28 Oct 2022 10:36:29 GMT

You can cancel your order with Plusnet if that is your choice ... however you cannot change the BTOR line which is reported to be faulty. Any other ISP is likely to have the same issues!

Your best course of action is to allow the infrastructure repair process to proceed.

Re: Broadband order cancelled

Gandalf — Sun, 30 Oct 2022 12:29:25 GMT

Hey Aaron,

As others have mentioned, I'm afraid I can't cancel an account for you via our Community forums, and even if you do cancel, as there's a fault with the drop wire that's attached to your property, it's likely you'll have the same issue with another provider. Let us know if you decide to go ahead with an engineer visit.