topic Re: Text about order delayed - nothing on account or email in My Order

Text about order delayed - nothing on account or email

croggy — Tue, 31 Jan 2023 22:45:38 GMT

Placed an order earlier this evening and have received a text notifying me that my order is delayed. Is anyone able to look into this for me and see what's happening?

Thanks

Re: Text about order delayed - nothing on account or email

jab1 — Wed, 01 Feb 2023 07:47:06 GMT

@croggy From my observations over the past few months, this is almost a 'standard' message on new orders. The reason could be one of many, but you should receive a more explanatory message when your order is manually checked. Have you checked for any open/closed questions on your account - see https://www.plus.net/member-centre/login?p=search

Re: Text about order delayed - nothing on account or email

MisterW — Wed, 01 Feb 2023 08:03:50 GMT

Yes, trying to get an automated sytem to extract useful information from the goobbldygook/jargon that comes from Openreach is difficult. The system therefore sends the generic message and notifies Provisioning , who will review the details , take any necessary actions and provide further information , usually in the form of questions on the account as @jab1 says

Re: Text about order delayed - nothing on account or email

croggy — Wed, 01 Feb 2023 11:18:16 GMT

@MisterW @jab1

Nothing that I can see, apart from the order being processed banner. On the account page it does say that a phone order is in progress which at least gives me faith that something is happening! 😂

Re: Text about order delayed - nothing on account or email

MisterW — Wed, 01 Feb 2023 11:58:37 GMT

and here's a perfect example of Openreach jargon 'alternate L2C solution required' over on this thread https://community.plus.net/t5/My-Order/Confused-on-order/m-p/1907935/highlight/false#M27154 regarding delay to an FTTP installation. If that had been included in the text message, then you'd likely be none the wiser!

Re: Text about order delayed - nothing on account or email

jab1 — Wed, 01 Feb 2023 12:09:27 GMT

@MisterW I'll try and remember what 'L2C' means - if I ever get FF - I certainly have a rendered exterior! 😀

Re: Text about order delayed - nothing on account or email

croggy — Wed, 01 Feb 2023 12:49:39 GMT

@MisterW @jab1

The only thing I can decipher in the suport ticket is 'Error while processing OR line check response',

Re: Text about order delayed - nothing on account or email

jab1 — Wed, 01 Feb 2023 12:52:08 GMT

But no explanation of what that 'error' was - totally typical.

Re: Text about order delayed - nothing on account or email

croggy — Wed, 01 Feb 2023 13:41:17 GMT

There's another closed ticket saying that the order has been cancelled! Much confusion

Re: Text about order delayed - nothing on account or email

MisterW — Wed, 01 Feb 2023 13:47:51 GMT

Best to call in and speak to Provisioning to find out what is happening

Re: Text about order delayed - nothing on account or email

MatthewWheeler — Wed, 01 Feb 2023 17:32:46 GMT

Hi @croggy

I can see our team have picked this up and resubmitted the orders.

We should have a new order completion date in the next 24-48 hours