topic Re: Order on checking your line in My Order

Re: Order stuck on checking your line

mist3rp — Mon, 05 Dec 2022 13:10:08 GMT

Hi Gandalf,

I'm also having this issue, and i'm unable to get through to your helpline due to "High amount of callers right now" message prior to being cut off.

My situation appears to be exactly the same has Greg's here, so I'm hoping the resolution will be the same.

I've noticed the order tracker has been sat on "Checking order status" for 2 days now but have not yet been contacted by plusnet regarding this.

Is there anything you can do to get us moving please?

Best regards,

Mist3rp

Re: Order on checking your line

jab1 — Thu, 01 Dec 2022 20:12:14 GMT

@mist3rp FYI 'Gandalf' is no longer on the Social Media Team, and in any case you would be better starting your own topic

Re: Order on checking your line

adamwalker — Fri, 02 Dec 2022 14:32:35 GMT

Hi @mist3rp

I'll pick this up for you, can you send me a private message with your username please? You'd just need to get your post count up to 5 before getting permissions to send messages by the way.

Re: Order on checking your line

Townman — Mon, 05 Dec 2022 11:35:05 GMT

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.