topic Activation Date Query in My Order

Activation Date Query

Res — Tue, 22 Nov 2022 07:43:53 GMT

Hi, I signed up to Plusnet (unlimited fibre extra) and all seemed to go smoothly. I got the welcome email straight away. I also got an email later on confirming my home phone activation date. I didn’t get anything about the broadband activation though.

When I log into my Plusnet account and look at the order tracker it gives the activation date (under activating your line) as {strCustActivationDate}. Does this mean something has gone wrong? Is there any way of confirming the date?

Thanks in advance.

Re: Activation Date Query

Townman — Tue, 22 Nov 2022 16:54:48 GMT

Possibly, yes. This is the second identical post I have seen in the last few days.

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.

How far off is the activation date? Do the tickets reference and ADSL installation date? "ADSL" is used to cover any xDSL service provision.

Re: Activation Date Query

Res — Tue, 22 Nov 2022 17:31:41 GMT

Thanks for the reply Townman, it's appreciated.

No mention of a date for the broadband side of it. The phone line was confirmed as coming across on 8th December (the date I chose when ordering). This is the latest ticket in relation to the broadband (Monday 21st November, 2.19pm)

Provisioning of your ADSL Account Information
Install diary status changed from Application Submitted to Supplier processing
(via ADSL2+ Order System Interface)

It's just the {strCustActivationDate} in place of a date in the order tracker that worries me.

Re: Activation Date Query

Res — Thu, 24 Nov 2022 07:53:56 GMT

Still nothing further in the PN tickets. Seems the broadband side of the order is somehow stuck with Openreach?

I wonder if one of the PN staff could take a look for me please.