topic Re: Order delayed in My Order

Order delayed

andreamarangoni — Wed, 26 Oct 2022 08:35:34 GMT

Hi all,

an hour after ordering the broadband, I've received a text message saying my order has been delayed. The customer service has been a long wait and there is no information on the account stating why there is a delay. Can anyone tell me more details? I am switching from BT. Also will Plusnet notify BT that I am switching? I will explain: BT has 30 days notice period to stop the service. An exception is if the user switches to another provider and the provider notifies them (ridiculous). In that case the notice will go down to 14 days. This would save me some money of course.

Thanks.

Re: Order delayed

jab1 — Wed, 26 Oct 2022 09:05:28 GMT

@andreamarangoni Welcome to the forums. From what I have seen on here recently, that automated message seems to go to everyone seeking a new connection/change of ISP - and I'm sorry I don't know why. You could try ringing in, but be prepared for a long wait.

All transfers are now 'Gaining Provider Lead' - which means they handle informing your previous ISP, so there is nothing you need or should do in this regard.

Re: Order delayed

andreamarangoni — Wed, 26 Oct 2022 11:17:26 GMT

Yeah last time I waited ~30min with no answer... is this long wait common? I am wondering if I made a mistake 😐

Re: Order delayed

jab1 — Wed, 26 Oct 2022 11:26:58 GMT

Unfortunately at the moment yes, wait times are excessive, but this is supposedly being addressed. I suspect, but can't prove that a lot of these issues are related to the current CWU industrial action.

Re: Order delayed

andreamarangoni — Mon, 31 Oct 2022 09:39:18 GMT

No chance to get through to a human on the phone and I there were no update. I am afraid but this situation doesn't leave a good first impression. I might cancel straight away.

Re: Order delayed

TheMightyAJ — Mon, 31 Oct 2022 12:33:59 GMT

Hi @andreamarangoni,

I'm very sorry to hear about the issues you've had attempting to reach the team lately. I can see that the provisioning team have provided an update this morning, which can be found here.

Re: Order delayed

andreamarangoni — Mon, 31 Oct 2022 12:59:00 GMT

That is not helping though, is it? I placed an order to get the broadband on the 8th November, cancelled the previous one and now the provision team say there is an order for the 24th November? why they say there is an order for the 24th?

I am wasting money and cannot work either..

Re: Order delayed

TheMightyAJ — Mon, 31 Oct 2022 13:15:25 GMT

I am very sorry for any inconvenience that this might have caused. When you say that you have cancelled the previous one, are you referring to the contract you had in place with BT?

Re: Order delayed

andreamarangoni — Mon, 31 Oct 2022 13:38:24 GMT

yeah exactly. sorry for the lack of clarity

Re: Order delayed

TheMightyAJ — Mon, 31 Oct 2022 13:53:51 GMT

Thank you for confirming that. Is it the case that the services provided by BT have already been ceased, or are they currently awaiting to be ceased?

Re: Order delayed

andreamarangoni — Mon, 31 Oct 2022 14:02:32 GMT

"BT has 30 days notice period to stop the service. An exception is if the user switches to another provider and the provider notifies them (ridiculous). In that case the notice will go down to 14 days. This would save me some money of course."

If Plusnet would start on the 8th as I selected during the order, the notice period of 14 days would end exactly on the 8th. I would save 15 days of notice period with BT (~ £20).

Re: Order delayed

TheMightyAJ — Mon, 31 Oct 2022 15:28:20 GMT

Thanks for confirming that. I've raised a further response via a support ticket on your account which can be accessed here. Please let me know if you have any further questions at this time and I'll be happy to assist wherever I can.

Re: Order delayed

Townman — Mon, 31 Oct 2022 18:27:28 GMT

When you say that you have cancelled the previous one, are you referring to the contract you had in place with BT?

@andreamarangoni wrote:

yeah exactly. sorry for the lack of clarity

Oh dear, this is exactly what a user changing suppliers should NOT DO.

Doing this will ASSURE that there will be DELAYS and most likely a loss of internet service and the landline phone number. When choosing to change supplier, LEAVE the FULL PROCESS in the hands of the NEW ISP (gaining suppler).

If a user tells their existing supplier to cease service, the following will happen...

The existing user will set a service cease date on the line - this "locks" the line
Whilst there is an open service cease order on a line, other ISPs CANNOT PLACE NEW ORDERS - they will be cancelled by BT Openreach
When the existing service ceases, only then can the new ISP raise an order to take over the line - that can take a couple of days to get the phone line working and then thereafter at least another 5 days to get broadband operations (these are BT Openreach's service provision lead times)

Interfering with the gaining supplier led service migration process will lead to delays and loss of service ... exactly as you have described. All that can now be done is to sit and wait to BT Openreach to get around to restoring a connection as per their published lead times for a NEW service provision.

Moderators Note: Typo corrected

Re: Order delayed

andreamarangoni — Mon, 31 Oct 2022 17:43:26 GMT

I have just called BT and they told me everything they did was to cancel the service and Plusnet should be able to take over the line.

What now?

Re: Order delayed

Townman — Mon, 31 Oct 2022 17:55:57 GMT

If the service termination is complete, a new ISP can now raise new orders on the line. Depending on the precise state of the line in BT Openreach systems, restarting the PHONE service can be as quick as 48 hours, but restarting the broadband service is usually AT LEAST 5 working days.

Re: Order delayed

andreamarangoni — Wed, 23 Nov 2022 22:04:23 GMT

Still haven't received an email, a text, the router. guys!!! I want my money back this is not a service. Also Plusnet works with BT in the first place. FML. Plus BT made me pay in full and don't know if I will ever get money back

Someone can cancel please and refund ? I am not going to call as nobody is going to answer me anyway.

Re: Order delayed

Townman — Thu, 24 Nov 2022 06:29:28 GMT

BT works with Plusnet is a total misunderstanding presumption. The opposite would be nearer the truth. BT Retail, BT Wholesale, BT Openreach and Plusnet all work at (more than) arms length apart from each other under Ofcom “level playing field” rules so that no ISP is favoured over another.

This sorry mess started when the service was cancelled direct with BT rather than leaving the migration process to the new supplier. Users cannot cancel contracts through the forums. Such cancellations must be done over the telephone or in writing. See the legal link at the foot of the page.

Re: Order delayed

Townman — Thu, 24 Nov 2022 06:31:55 GMT

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Direct dial numbers

0800 013 2632 (from within the UK)
+44 330 123 9197 (from abroad)
Available...
- 8am - 8pm Monday to Friday
- 9am - 7pm Saturday
- 9am - 6pm Sunday

Re: Order delayed

andreamarangoni — Thu, 24 Nov 2022 09:26:34 GMT

@Townman wrote:
This sorry mess started when the service was cancelled direct with BT rather than leaving the migration process to the new supplier. Users cannot cancel contracts through the forums. Such cancellations must be done over the telephone or in writing. See the legal link at the foot of the page.

You know users can do the craziest thing when switching so why not write it bigger in a page and make sure the user, if switching, is informed ?

Re: Order delayed

adamwalker — Thu, 24 Nov 2022 10:04:27 GMT

Hi there, I'm really sorry about the delay. The order failed to progress so far due to an open cease order, that's now been cleared off so at this stage we should be able to now place an order to get fibre up and running for you. Let me know if you'd like to go ahead with that and I can get the ball rolling for you.