topic Re: Over 2 weeks delay and just keep getting delayed in My Order

Over 2 weeks delay and just keep getting delayed

ashleyjkent — Wed, 01 Feb 2023 17:29:10 GMT

After reading several other threads, it seems to be no surprise there's delays of this length but it's ridiculous and frustrating. My previous broadband with EE was fine, but who wouldn't want to try and save a bit of money...so here we are.

Order was supposed to go live on the 17th Jan, but didn't. After several phone calls I was told it was being escalated and it should be live within the next 48 hours, which obviously never happened. It wasn't until the 23rd Jan that somebody had noticed that the order hadn't even been created properly so would have never gone live, regardless of escalations. Apparently they processed a new order, and then it was delayed because there's a discrepancy in the database. The last few conversations I've had, I've just been told it's being escalated and that I'll get updates in a few days, just to be told there's still a delay and wait a few more days. Rinse and repeat.

It's been 15 days now, and I'm now waiting for an update in 6 days...6 days!!!! And that's not even to say "you'll be live in 6 days", but just to get an update, which at this point I suspect I'll be pawned off for another x amount of days.

I was also charged today by my previous provider, so it seems Plusnet haven't even alerted them?! Will this be compensated along with the standard compensation? I was told I shouldn't tell my previous provider I was cancelling as this could delay the order...ha.

Other than Plusnet taking 21 days to realise that my order wasn't even processed properly (which again is frustrating), I get that the issue is now with Openreach. There's probably nothing that can be done to speed this up, but just wanted to express that I'm not impressed with the service so far and doesn't put much faith in the service when it eventually goes live.

Re: Over 2 weeks delay and just keep getting delayed

MatthewWheeler — Thu, 02 Feb 2023 13:34:16 GMT

Hi @ashleyjkent

I'm really sorry for how long it's taken to get back to you. We've been quite busy recently so it's taking longer than we'd like to reply.

It looks like the records issue is fixed now so we're getting your orders replaced.

As soon as we know more we'll be in touch

Re: Over 2 weeks delay and just keep getting delayed

ashleyjkent — Fri, 03 Feb 2023 09:28:19 GMT

Thank you for the update @MatthewWheeler, does that mean a new order is being placed? What's the usual turnaround for that going live?

In regards to a query in my original post, how come my previous broadband was never notified and I'm still paying for their services (even though it's been disconnected)? Will this be compensated?

Re: Over 2 weeks delay and just keep getting delayed

MisterW — Fri, 03 Feb 2023 09:43:50 GMT

In regards to a query in my original post, how come my previous broadband was never notified and I'm still paying for their services (even though it's been disconnected)? Will this be compensated?

Your previous provider gets notified by Openreach once a transfer order has been accepted. It would appear that the original order was rejected due to the 'records issue' so no transfer was scheduled and your existing service should have continued.

So I'm confused as to why your service has been disconnected, and even more so has to how they can be charging for a service they are not providing ?

Re: Over 2 weeks delay and just keep getting delayed

ashleyjkent — Fri, 03 Feb 2023 09:48:54 GMT

I had no notifications of the order being rejected and was given a go live date of the 17th Jan, in which the phone line did activate but not the broadband. I assume this means because the phone line switch went ahead, the previous provider would be "overridden"? I'm confused also, I will have to speak to them.

Re: Over 2 weeks delay and just keep getting delayed

MisterW — Fri, 03 Feb 2023 10:07:11 GMT

Ah! sounds like the order 'half completed' in the Openreach system. If the phone transferred, then the previous provider will have been notified and SHOULD have realised they are no longer supplying either phone or broadband. Problem is that most of the handling of these notifications are automated, so when it doesnt quite go to plan , it needs a human input to correct it!.

Re: Over 2 weeks delay and just keep getting delayed

ashleyjkent — Fri, 03 Feb 2023 12:18:59 GMT

I've just had a call from someone at Plusnet who has said that the tags issue was not sorted, and has been escalated again to BT and now I have to wait until next Friday for an update. Don't get me wrong, the people are being patient and trying to help, but this is ridiculous that different teams are saying different things and nothing is actually resolved...and now there's a further delay!

I've also just been told because my order was never actually placed by Plusnet (even though everything I received said I had an order), I'm not even eligible for the standard compensation.

Re: Over 2 weeks delay and just keep getting delayed

MisterW — Fri, 03 Feb 2023 12:53:53 GMT

I've also just been told because my order was never actually placed by Plusnet (even though everything I received said I had an order), I'm not even eligible for the standard compensation.

If the phone transferred then some form of order must have been placed.! Hopefully @MatthewWheeler can take another look to check what's really happened...

Re: Over 2 weeks delay and just keep getting delayed

Townman — Fri, 03 Feb 2023 13:16:39 GMT

There are some really outrageous process methods within BT Wholesale and BT Openreach. If an issue (such as tags [line ownership], address details or a multitude of other possibilities) is found WITHIN THEIR databases, the problem is passed back to the ordering ISP to sort out, the order being cancelled ... rather than the party with the problem data owning the resolution within.

Sometimes such cancellation does not cancel all associated orders and one ends up in a mess such as this.

It is not always easy to see what the problem is ... and even when that is determined, the escalation back to BTw / BTOR only addresses that specific issue. BTw/BTOR never take ownership of such complications and deliver a single point of contact fix. Each individual problemette gets bounced back to the ISP ... and BTw/BTOR sets a 48 hour target fix on each and every such issue.

Re: Over 2 weeks delay and just keep getting delayed

adamwalker — Sat, 04 Feb 2023 17:03:29 GMT

Hi ashleyjkent, I've just checked over your account and can see that the order Matt placed has since been rejected so we've raised an escalation with our suppliers for you and we'll get back to you with an update in the next day or two.

Re: Over 2 weeks delay and just keep getting delayed

ashleyjkent — Tue, 07 Feb 2023 10:01:31 GMT

Hi @adamwalker, is there an update?

Re: Over 2 weeks delay and just keep getting delayed

adamwalker — Tue, 07 Feb 2023 10:40:18 GMT

Hi there, we don't have an update just yet but we've escalated the issue and should have something back by the 10th at the latest for you.

Re: Over 2 weeks delay and just keep getting delayed

ashleyjkent — Thu, 16 Feb 2023 20:05:54 GMT

Still delayed, been told to check back in next Wednesday, so 37 days total delay as of then with no end in sight. Don't expect anyone to do anything or reply to this at this point, just posting to provide context of how ridiculous this all is.

Re: Over 2 weeks delay and just keep getting delayed

sc3 — Thu, 16 Feb 2023 22:01:12 GMT

Hi . I feel your pain it happened to me waited 60 days for line to go live. Open reach msg me one day to say engineer is at your home at 12.25 and is connecting you at 5pm an engineer called to do the work and said job only came through an hour ago??? Please don’t expect anything from PN other then peace meal statements. Wish I’d never been sucked in by their ad.

Re: Over 2 weeks delay and just keep getting delayed

ashleyjkent — Fri, 24 Feb 2023 11:27:09 GMT

Yesterday I received an email that said my broadband was active and should be sorted by midnight, hooray! Turns out that wasn't actually the case, no issues had been resolved and I'm back to being delayed. This is beyond ridiculous at this point, I'll be looking to pursue with ofcom if it's not sorted by next week, as I've had a complaint open for more than 30 days now.

Re: Over 2 weeks delay and just keep getting delayed

adamwalker — Fri, 24 Feb 2023 13:03:33 GMT

Hi Ashley, cheers for taking my call a few minutes back. I've picked up ownership of this for you and will keep things moving along regarding the data mismatch I mentioned that's causing our orders for you to get cancelled or rejected.

I should have an update on Monday so I'll be back in touch with you then.

Adam

Re: Over 2 weeks delay and just keep getting delayed

ashleyjkent — Mon, 27 Feb 2023 15:03:48 GMT

Hi @adamwalker, has there been an update on this?

Re: Over 2 weeks delay and just keep getting delayed

adamwalker — Mon, 27 Feb 2023 15:45:59 GMT

Hi Ashley, not just yet but I'm chasing that up for you this afternoon so please bear with me and I'll get back in touch with an update.

Re: Over 2 weeks delay and just keep getting delayed

Townman — Mon, 27 Feb 2023 18:14:29 GMT

@sc3

All that any ISP can do regarding delayed installations is pass on the information provided to them by BT Wholesale / BT Openreach. They can chase until the cows come home, but the job will get done when BT says the job might get done.

As for the job "only been allocated and hour ago" that would be the allocation of the final part of the installation process after the detail of the work (circuit IDs etc) have all been identified and confirmed. That does not mean nothing had been happening previously.

@ashleyjkent,

All of the above being said, this case is taking an inordinate length of time, so one might infer multiple issues with BT's database for your premises / circuit.

Re: Over 2 weeks delay and just keep getting delayed

adamwalker — Wed, 01 Mar 2023 19:14:00 GMT

Just updating this thread for visibility, the new orders I've got in place are still progressing just fine and the activation is set for 10/3/23.