topic Re: Still waiting for order since September in My Order

Still waiting for order since September

JMH — Mon, 14 Nov 2022 11:35:54 GMT

I placed my order in September and had all the confirmation and payment confirmation from plusnet on the 26/9. Since then I’ve had nothing, my online account still states that the order is processing, it’s been like this for well over a month.

Is this normal? It’s really very poor service if it is, I’m switching from BT so it should be easy.

It’s costing me money as I’m out of contract with BT so the tariff is extortionate.

With this left of service I’m reconsidering if I should make the switch at all.

Re: Still waiting for order since September

JMH — Mon, 14 Nov 2022 11:58:59 GMT

Gave up after 40 mins on hold to the customer service phone line. Crazy bad service

Re: Still waiting for order since September

adamwalker — Wed, 16 Nov 2022 11:49:29 GMT

Hi @JMH, sorry to see this. Could you send over a private message with your username please? - Adam

Re: Still waiting for order since September

JMH — Wed, 16 Nov 2022 16:43:33 GMT

Thanks Adam,

Although sadly (typical for all my plusnet experience so far) I’m unable to send you a message as apparently I don’t have sufficient privileges to access private messaging!

So username is <Mod note: Username redacted > cheers John

Re: Still waiting for order since September

adamwalker — Wed, 16 Nov 2022 13:36:27 GMT

No problem, I forgot to mention you need to have made at least 5 posts to be able to message on the forums.

I've just investigated the issue for you and need to reply with some account sensitive information so I've added a ticket to your account which you can check here: https://www.plus.net/wizard/?p=view_question&id=229177825

Adam

Re: Still waiting for order since September

JMH — Wed, 16 Nov 2022 14:18:30 GMT

Thanks Adam, I’ve responded to the ticket.

I’ll update this thread when we have some progress.

Re: Still waiting for order since September

JMH — Tue, 22 Nov 2022 07:54:49 GMT

So still no further with this one.

Initially I got a contact from Adam who suggested that the switch was being blocked as the postcode that BT had didn’t match the one that had. This is not true as they both have the same post code. I even supplied a copy of my current BT bill.

However that was last Wednesday and I’ve since had no reply at all.

I find it gobsmacking that if that is the issue that it had just been left and nobody had bothered to contact me, how long will it take to resolve the non issue?

The important lesson for everyone seems to be that the only way you’ll be able to get any service is if you are constantly pushing and calling.

Re: Still waiting for order since September

TheMightyAJ — Tue, 22 Nov 2022 09:28:22 GMT

Hey @JMH,

I'm very sorry for the lack of an update in the past week. I've reviewed the case this morning and I can see that our Provisioning Team is due to review this within the next 24 hours. As the previous orders were rejected, an ORDI request will need to be raised and update will be provided via this ticket once complete. I apologise for any inconvenience that this may have caused.

Re: Still waiting for order since September

JMH — Tue, 22 Nov 2022 09:34:30 GMT

Thank you, I appreciate that the staff at plusnet seem to have been completely overwhelmed by the orders or have been woefully under resourced, but it’s really disconcerting and I’m quite worried for what it might mean if I actually get the order processed!

Re: Still waiting for order since September

TheMightyAJ — Tue, 22 Nov 2022 10:03:54 GMT

I appreciate your understanding and patience under the circumstances and I really am sorry for any inconvenience that this delay may have caused. I recognize that it's not the greatest first impression, but I hope that we'll able to improve that impression moving forwards. If you have any further queries or issues, please don't hesitate to add them onto this thread and we'll be happy to assist as soon as possible

Re: Still waiting for order since September

Townman — Tue, 22 Nov 2022 16:51:26 GMT

@JMH wrote:

Initially I got a contact from Adam who suggested that the switch was being blocked as the postcode that BT had didn’t match the one that had. This is not true as they both have the same post code. I even supplied a copy of my current BT bill.

BT is a beast of many houses...

What BT Retail (just an ISP like any other) has as your post code is one thing
What BT Openreach who own all of the infrastructure has as your post code, is something quite different - all too often their data is (shall I say) incomplete

Sorting ORDI (address detail issues) with BT OR is a right royal pain for ISPs. If you search here https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome by address and by post code, do you see something which might be a line to your property?

Re: Still waiting for order since September

JMH — Tue, 22 Nov 2022 17:21:29 GMT

Thanks townman, yes I’ve just searched using that, there’s 4 addresses that are listed on the site using my postcode (the one supplied to BT and Plusnet) and the correct property is listed.