topic Re: Order delayed in My Order

Order delayed

Mari1 — Wed, 02 Nov 2022 18:45:52 GMT

Hi, I set up an account on Monday and then received an email that my order is delayed.
What is the issue and when the order will be ready?
Thanks

Re: Order delayed

jab1 — Wed, 02 Nov 2022 18:49:35 GMT

@Mari1 Welcome to the forums. This appears to be the default response for any new accounts these days, possibly due to the backlog created by the ongoing Openreach dispute. PN Provisioning are supposed to follow this automatically generated email with further details.

Re: Order delayed

Mari1 — Wed, 02 Nov 2022 18:53:18 GMT

@jab1 Thanks for clarifying. Will try to call.

Re: Order delayed

Townman — Thu, 03 Nov 2022 13:17:37 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

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.

Re: Order delayed

TheMightyAJ — Sat, 05 Nov 2022 14:18:15 GMT

Hey @Mari1,

I'm very sorry to hear that the order's been delayed. I can see that this appears to be due to a cease order currently on the line, so it would be best to contact your previous providers about this and see if they can remove this. We have an open support ticket on your account for the orders when we are able to proceed, which can be accessed here.