topic Order on checking your line in My Order

Order on checking your line

GregH90 — Thu, 27 Oct 2022 14:23:33 GMT

Hi there,

I place an order for Unlimited Fibre Extra on 22/10/22 for a house I am moving to in early November.

I have been checking the order tracker and it has been on CHECKING YOUR LINE We're running the final checks for several days now.

I was wondering what this status means? And will the activation of line and broadband be delayed?

Cheers, Greg

Re: Order on checking your line

GregH90 — Fri, 28 Oct 2022 17:01:39 GMT

To add to my last post I haven’t received any date for an activation of the phone line or broadband. I have only received the welcome email at the time of ordering.

Is that usual? The order confirmation email said the phone line should be active in 2-4 working days. What is happening?

Re: Order on checking your line

Gandalf — Sun, 30 Oct 2022 11:33:36 GMT

Hey Greg,

I'm really sorry we haven't confirmed your activation date. From what I can see our systems have failed to place your order to our suppliers, so I've manually placed it now. We should be able to provide confirmation within 24 to 48 hours.

If you have further queries, feel free to let us know and I hope your home move goes well!

Re: Order on checking your line

Gandalf — Sun, 30 Oct 2022 16:56:28 GMT

Hey Greg,

Happy to confirm your service is due to go live on Friday the 4th November before midnight.

Let us know if you have any issues.

Re: Order on checking your line

GregH90 — Sun, 30 Oct 2022 20:26:13 GMT

Hi @Gandalf ,

Great, thank you for the update and for progressing my order!

I have received confirmation of the activation and router order 😀

Just to check is the 4th November also the date that the broadband will also go live?

Many thanks, Greg

Re: Order on checking your line

Gandalf — Sun, 30 Oct 2022 20:28:41 GMT

Hi Greg,

No problem and yup that's right.

Re: Order on checking your line

Baldrick1 — Thu, 01 Dec 2022 20:03:17 GMT

Moved to it's own topic and renamed to give it more visibility.

Re: Order on checking your line

Townman — Mon, 05 Dec 2022 14:00:45 GMT

Delayed orders

There are a multitude of reasons why order processing might be reported as delayed and usually it is nothing to be too concerned about, but there are exceptions. The following are some of the common causes of orders being delayed...

The user told their existing supplier that they are moving and the consequential action by their existing supplier will prevent any new ISP placing orders to take over the service - this needs affirmative action with the existing supplier
The existing circuit to the property cannot be identified in BT Openreach's systems due to errors in their data - this can give rise to the need for special processes (ORDI and Bridge cases) with BTOR to correct THEIR data
Something was not quite right with the order raised by Plusnet - these are usually sorted quickly
BT Openreach do not have engineering resources available in the usual timeframe

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.