topic Re: Delayed Order in My Order

Delayed Order

wavesjess — Tue, 01 Nov 2022 19:33:22 GMT

I got a message from Plusnet a few days back saying my broadband order had been delayed. I phoned and managed to get through to a person who explained that it was due to the old broadband termination date not having taken effect. I was ensured that this was now fixed as this date had passed and that my order would now be put through and i would get an email. However, all i’ve gotten is another text three days later saying my order is delayed? Not reason, nothing on my account to say why, and after waiting over an hour on the phone and not getting through to anyone I gave up. Anyone know why I’ve got this again? Tempted to just cancel if this is what it’s going to be like.

Re: Delayed Order

Townman — Thu, 03 Nov 2022 13:19:35 GMT

Hi @wavesjess

It rather looks as though your previous thread got hi-jacked!

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: Delayed Order

TheMightyAJ — Thu, 03 Nov 2022 19:52:01 GMT

Hey @wavesjess,

I'm really sorry to hear about the delay! I've had a look into this tonight and can see that our support team has reviewed the case earlier today, which can be found online here. To summarize, our suppliers are currently reviewing the orders and the installation date will be confirmed within the next 24-48 hours. Our Provisioning Team are continuing to monitor the case and will update you as soon as possible, however if you have any questions then please don't hesitate to ask them here and I'll be happy to help wherever I can do.