topic Re: Issue with house move order in My Order

Issue with house move order

goingmissing — Sun, 27 Nov 2022 09:31:25 GMT

Hi there,
I begun a house move order on 11 November and have received my new router and thought everything was in progress.
However I have just seen on the 'Open Questions' on my account that there was a problem with the order. I have received no contact from PlusNet about this, no telephone calls or emails, and now I'm really worried that my house move will not initiate on the day it is needed.
Please could anyone confirm if there's a problem on my account?
The question this relates to is reference 229069487
Many thanks
Rachel

Re: Issue with house move order

willcutforth — Wed, 30 Nov 2022 10:46:33 GMT

Hey there @goingmissing I can see they have since updated the ticket yesterday. Do you need any more help with it?

Re: Issue with house move order

goingmissing — Thu, 01 Dec 2022 09:41:53 GMT

Hi @willcutforth thanks for your response, the whole order had to be cancelled and put in again but I believe it's been reinstated!

I'm moving into a new build with an ONT box installed and I've had an email saying that an engineer has been booked - do you know if I should expect an engineer visit to the house? If yes, do you know the times the appointments are between so I can make sure I'm at the house? I'm not sure how early they begin. Many thanks!

Re: Issue with house move order

willcutforth — Thu, 01 Dec 2022 10:11:32 GMT

I'll get someone to chase it up for you. Should be within the next few hours when they are in if that's ok?

Re: Issue with house move order

goingmissing — Thu, 01 Dec 2022 10:12:57 GMT

@willcutforth that would be so helpful, thank you. Just so I know whether to be in or not

Re: Issue with house move order

adamwalker — Thu, 01 Dec 2022 13:00:10 GMT

Hi @goingmissing, I've just checked and Openreach tell me it's an AM appointment so someone should be with you between 08:00 and 13:00. They should be calling when on their way. - Adam

Re: Issue with house move order

goingmissing — Thu, 01 Dec 2022 13:02:19 GMT

Thank you so much!

Re: Issue with house move order

adamwalker — Thu, 01 Dec 2022 13:09:38 GMT

No worries! I hope it all goes smoothly and do drop us a line on here again if there's any issues.