topic Re: Order Delayed in My Order

Order Delayed

Leon_ — Wed, 07 Dec 2022 17:39:28 GMT

A message has been sent to me saying "Your broadband order has been delayed" According to sky (who have already cut my phone off) I'm scheduled to change on the 13th December.

Does this mean I will have no broadband from the 13th?

Re: Order Delayed

Townman — Wed, 07 Dec 2022 22:38:25 GMT

Hello @Leon_

A warm welcome to the forums. Sky cut you off ...

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.

... did you tell Sky that you were leaving, or did you leave it all to Plusnet to manage?

Re: Order Delayed

Leon_ — Thu, 08 Dec 2022 17:53:50 GMT

Today I had a message saying.
"Your broadband service is due to become active by midnight on 13/12/2022. Please don't set up your router until we confirm your service is active."

Re: Order Delayed

Townman — Thu, 08 Dec 2022 18:10:59 GMT

That very much sounds like Sky were advised (outside of the Gaining Provider Led process) that you were leaving, so they placed a cease order on your line.

That inhibited Plusnet placing orders for the migration, until Sky's cease order completed, hence the order delayed notice sent to you by Plusnet.

Subsequent to the line being free for new orders, service provision typically takes 5 working days. So the 13th would be right on target.