topic Re: broadband order stuck on checking my line we have found a potential problem in My Order

broadband order stuck on checking my line we have found a potential problem

loopy333 — Wed, 30 Nov 2022 16:07:26 GMT

As the subject suggests, I received a text saying my order was delayed then when i checked the order I was presented with a big red cross on the checkling the line step and this message "We've found a potential problem. We'll look into this and will be in contact with you shortly." Haven't heard anything from plusnet yet...

Re: broadband order stuck on checking my line we have found a potential problem

jab1 — Wed, 30 Nov 2022 16:10:40 GMT

When did you receive the text? And have you checked for an open question/ticket on your account/

Re: broadband order stuck on checking my line we have found a potential problem

loopy333 — Wed, 30 Nov 2022 17:00:40 GMT

I received the text on the 29th November (day after order), and I can't see any question/ticket on my account.

Re: broadband order stuck on checking my line we have found a potential problem

jab1 — Wed, 30 Nov 2022 17:04:33 GMT

So that was one day later? Unfortunately, staff levels at Plusnet seem to be low, so answers/tickets/questions are slow. If you don't see anything by Friday, I would suggest ringing in.

Re: broadband order stuck on checking my line we have found a potential problem

Townman — Mon, 05 Dec 2022 11:47:09 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.

Re: broadband order stuck on checking my line we have found a potential problem

MatthewWheeler — Mon, 05 Dec 2022 16:30:40 GMT

Hi @loopy333

I'm sorry to hear about the delay with your order.

From what I can see there were issues with your address on our supplier's systems which are fixed now and we've been able to place the orders.

Everythings due to go active on the 15th now and you should receive the router in the next few days

Re: broadband order stuck on checking my line we have found a potential problem

loopy333 — Fri, 16 Dec 2022 13:54:50 GMT

My broadband was supposed to go live yesterday, but now I've received a text saying it's been delayed... Not happy with this service so far...

Re: broadband order stuck on checking my line we have found a potential problem

Townman — Fri, 16 Dec 2022 14:38:53 GMT

Again, check the tickets (including closed ones) using the PN Tickets link below.

Unfortunately when there is a BTOR data records issue, there can be a need for a couple of ORDI corrections.

Re: broadband order stuck on checking my line we have found a potential problem

adamwalker — Fri, 16 Dec 2022 15:18:28 GMT

Hi @loopy333, I'm really sorry there's been another delay to your order. I've just chased it up with Openreach and we should have your services activated within the next 2 working days.

I tried calling you but it rang through to voicemail, so apologies if it was a bad time.

I've added an update with details on to your account here: https://www.plus.net/wizard/?p=view_question&id=229517791

Adam