topic Re: My order progress in My Order

My order progress

CaptainMorgain — Sat, 17 Dec 2022 16:57:04 GMT

Hi Everyone,

I've not had my order completed.

I'm still connected to the internet through Sky.

Could someone please give me an update on my order please.

I'm happy to reply with any questions.

Thanks.

Re: My order progress

jab1 — Sat, 17 Dec 2022 17:01:27 GMT

@CaptainMorgain Welcome to the forums. When was the order first placed, and what information, if any, have you received from Plusnet?

Re: My order progress

CaptainMorgain — Sat, 17 Dec 2022 17:26:37 GMT

Hi John

Order was placed on 2nd Dec 2022.

I've had to contact plusnet about amending my address after sign up.

All the emails I've had is the following.

Contract summary & pre-contract info.

Direct debit been submiited.

Welcome to Plusnet.

Confirmation of hardware.

Nothing else.

Re: My order progress

jab1 — Sat, 17 Dec 2022 17:31:51 GMT

OK. Have you checked for any open or closed tickets on your account?

Also, note that because you are transferring from an LLU provider, who will have their own equipment in exchanges, the switch will take longer as it involves physically moving your line back to the BT/OR equipment therein, and OpenReach have been blighted by a series of strikes, meaning they are way behind with work.

Re: My order progress

CaptainMorgain — Sat, 17 Dec 2022 17:35:03 GMT

How do I open a ticket?
The switchover was booked for Fri 16th.

Re: My order progress

jab1 — Sat, 17 Dec 2022 17:39:25 GMT

You cannot 'open' a ticket, the only options are to ring in, or wait for a Help team staffer to pick this topic up.

If you mean 'how do I view tickets', log into your account, then click this link: https://www.plus.net/member-centre/login?p=search

Re: My order progress

CaptainMorgain — Sat, 17 Dec 2022 17:48:45 GMT

Ok thanks.
I don't have any open tickets.
& waiting on the phone for 45 or more minutes isn't really possible.
Can I get in contact with a staffer team member myself?

Re: My order progress

jab1 — Sat, 17 Dec 2022 17:50:45 GMT

@CaptainMorgain wrote:

Can I get in contact with a staffer team member myself?

No, they only respond to topics/posts on here.

Re: My order progress

Townman — Sat, 17 Dec 2022 18:46:00 GMT

Check the CLOSED tickets - they will indicate what has been happening. If you needed to revise address details, there is a fair possibility that BTOR records are in a mess requiring ORDI updates … which BTOR require ISPs to raise to fix BTOR’s internal databases!!

Sadly ORDIs are not always successful and bridge cases are required (sometimes several) … and not fit for purpose BTIR take at least 48 hours per case.

Currently with their belligerent industrial action we are effectively back in the worst days of pre BT GPO telephones days!!

Re: My order progress

adamwalker — Wed, 21 Dec 2022 14:12:04 GMT

Hi @CaptainMorgain! Sorry that you've not been given a transfer date yet, I've just checked on this for you and it's due to go through on 9/1/23 - Adam