topic Re: Help with chasing a new account set up in My Order

Help with chasing a new account set up

fbgillison — Tue, 13 Dec 2022 11:09:42 GMT

Hi, I'm just trying everything to speak to someone about getting my account set up. I've been cut off from a previous provider but the new service has not kicked in as promised. I've been on hold for 50+ minutes. Is there any other way of getting support? I have no idea when/if I will ever get internet again at this point....

Re: Help with chasing a new account set up

jab1 — Tue, 13 Dec 2022 11:12:57 GMT

Welcome to the forums, @fbgillison . Have you had a confirmed switch date from Plusnet, and if so when was it? I assume you didn't tell your previous provider you were switching?

Re: Help with chasing a new account set up

Baldrick1 — Tue, 13 Dec 2022 11:23:53 GMT

Moderator’s Note

This topic has been moved from Broadband to My Order

Re: Help with chasing a new account set up

Townman — Tue, 13 Dec 2022 14:29:07 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.

NB: If a user tells their existing supplier that they are leaving and that supplier places a cease on the line, Plusnet cannot process a new order until AFTER the line has been ceased. That could lead to circa 14 days without an internet service.

Re: Help with chasing a new account set up

fbgillison — Thu, 15 Dec 2022 13:23:39 GMT

Thanks all for the responses - I've now managed to resolve it. What had happened was an incomplete automated process in setting up. An operative was able to fix it and was very helpful - but the challenge was waiting times to speak to an operative; if you have to be on hold for over an hour it's hard to fit this in when at work. I had to leave and join the queue 3 times.....