topic Re: Broadband order delay in My Order

Broadband order delay

erang — Fri, 02 Dec 2022 10:51:05 GMT

Hello,

I ordered broadband (unlimited fibre extra) over two weeks ago but the order seems to be stuck at phase 5 for quite some time (activating your line). I got the following message:

"Broadband orders typically take a week to complete. We're waiting for confirmation that your broadband order, due {strCustActivationdate}, has completed".

Is it possible to know when will the order complete / the broadband will be activated?

Thanks

Re: Broadband order delay

dvorak — Fri, 02 Dec 2022 11:29:59 GMT

Moderators Note

This topic has been moved from Broadband to My Order

Re: Broadband order delay

Townman — Mon, 05 Dec 2022 11:37:13 GMT

@erang there are various reasons why orders might be delayed...

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.

Re: Broadband order delay

adamwalker — Tue, 06 Dec 2022 15:50:26 GMT

Hi @erang, really sorry about the missing date from your message! The activation is set to take place on the 8th.

I hope all goes to plan with that on Thursday and do shout up if there's anything else we can help with.

Re: Broadband order delay

erang — Tue, 06 Dec 2022 15:57:34 GMT

Thanks