topic Re: Order delayed - or cancelled? in My Order

Order delayed - or cancelled?

coatesieboy — Mon, 06 Feb 2023 22:07:56 GMT

I have received an automated text message saying:

Your broadband order has been delayed. For details, please call 0345 140 0200 and select 'Ask about a recent order' or visit http://help.plus.net/

But, when checking on my account, it adds:

[internal note] Order has been cancelled. Please check Install Diary and resubmit order once issue resolved.

Problem is, I don’t know what the issue is. I am due to move in to the property next week and thought getting connection early would be wise, as I am told the current tenant does not have Internet.

Anyone experienced the same or can offer any advice?

Re: Order delayed - or cancelled?

pjmarsh — Tue, 07 Feb 2023 08:49:15 GMT

Hi and welcome to Plusnet

The correct answer is actually both! There are 2 orders here. The first one is your order with Plusnet, which has been delayed. The second order is Plusnets order with OpenReach. That one has been cancelled for some reason. The note you've mentioned (notice it says "internal note") is telling the Plusnet agent that it needs resubmitting. Once that has been done then you should get a new date.

In theory, that should all happen without you needing to do anything, though it certainly wouldn't do any harm giving them a call and pushing it along. It might get picked up quicker that way.

There could be many reason why that order was cancelled, which Plusnet will be able to see and take appropriate action, though one of them may be that the current tenant has some kind of service (maybe just a phone service, if they haven't got internet) and they are either in the process or cancelling that (which is prevent anyone else from placing an order against it), or they have been notified that someone wants to take it over (ie Plusnet on your behalf), which is standard procedure and ofcom mandated and have said no it it.

Re: Order delayed - or cancelled?

adamwalker — Tue, 07 Feb 2023 09:44:21 GMT

Hi @coatesieboy I'm sorry about the issues with your order. Having checked I can see that the order to activate the phone line has gone through, however we haven't been able to progress a broadband order due to a lack of fibre availability. I'm sorry to be the bearer of bad news on that front, would you like us to look at ordering ADSL or full fibre for you instead?

Re: Order delayed - or cancelled?

coatesieboy — Tue, 07 Feb 2023 09:53:26 GMT

Hi Adam. Can you advise what the most cost efficient solution is and is this likely to be something which would be resolved by February 18th?

Re: Order delayed - or cancelled?

adamwalker — Tue, 07 Feb 2023 10:34:59 GMT

Going for an ADSL connection (what we call Unlimited) would be the best option in terms of costs, we can usually get that activated within 5 working days too.

Re: Order delayed - or cancelled?

coatesieboy — Tue, 07 Feb 2023 10:49:03 GMT

Hi Adam. I think Full Fibre would be a better solution and hopefully not hugely more costly. Is there someone I could speak with?

Re: Order delayed - or cancelled?

MisterW — Tue, 07 Feb 2023 10:57:00 GMT

@coatesieboy be aware that PlusNet do not offer a phone service with Full Fibre

Also , FF installs can involve some lengthy wait times depending on Openreach engineer availability in your area

Re: Order delayed - or cancelled?

adamwalker — Tue, 07 Feb 2023 11:09:44 GMT

@coatsieboy, sure, as MisterW says there can be some considerable delays with full fibre so that may take a few weeks. It would be best if I can put you in touch with our customer options team:

From landlines: 0800 013 2632. From mobiles: 0330 123 9197 8am - 8pm Monday to Friday 9am - 7pm Saturday 9am - 6pm Sunday

Alternatively I can ask them to give you a call so let me know if there's a good time.

Re: Order delayed - or cancelled?

coatesieboy — Tue, 07 Feb 2023 11:26:47 GMT

Hi Adam,

I just spoke to someone in the PlusNet call centre team who advised that getting Fibre set up initially would be preferable, with Full Fibre as a longer term ambition.

He has placed an order with Openreach to get them to check availability for broadband. Are you able to check that we are not simply repeating the same exercise?

Re: Order delayed - or cancelled?

adamwalker — Tue, 07 Feb 2023 11:38:52 GMT

Great, do bear in mind that the 18th might be unrealistic as a deadline for this as it can take a few weeks in most cases presently. I can see they've put everything through for an automated check which we don't need to be honest as we already know you can get ADSL or full fibre. OK to get someone to give you a call to get this sorted?

Re: Order delayed - or cancelled?

coatesieboy — Tue, 07 Feb 2023 11:45:12 GMT

Hi Adam. That is quite different to what your other PlusNet colleague just told me! If someone could call me today, that would be appreciated. I am keen to get something moving to ensure some kind of connectivity by the 18th - albeit my end goal is Full Fibre. I think my contact number is on your system.

Re: Order delayed - or cancelled?

adamwalker — Tue, 07 Feb 2023 11:55:02 GMT

I am sorry about that! I've passed on a request advising exactly what we need to sort out with you (go through your options for full fibre) so someone will be in touch soon.

Re: Order delayed - or cancelled?

coatesieboy — Tue, 07 Feb 2023 12:03:56 GMT

Thanks, Adam. Much appreciated.

Re: Order delayed - or cancelled?

adamwalker — Tue, 07 Feb 2023 12:16:21 GMT

No worries! Do shout up if you have any questions or encounter any problems.

Re: Order delayed - or cancelled?

coatesieboy — Tue, 07 Feb 2023 16:36:27 GMT

Hi Adam. No-one has called yet…..any idea when they might?

Re: Order delayed - or cancelled?

adamwalker — Wed, 08 Feb 2023 10:50:34 GMT

I'm sorry you've not had a call yet, they have a lot more calls than usual to sort out at the moment so they should be in touch within the next 48 hours, sorry to keep you waiting.

Re: Order delayed - or cancelled?

coatesieboy — Wed, 08 Feb 2023 11:58:34 GMT

Thanks Adam. I called someone in the call centre today and they left me feeling more like I would never get any Internet connection. Not the best feeling for I have had…..

Re: Order delayed - or cancelled?

adamwalker — Wed, 08 Feb 2023 12:32:22 GMT

If I could respond with a facepalm emoji I would! Sorry about that, due to the circumstances it would be best to wait for the call from our customer options guys as they have notes from me about exactly what we need to do to help.

Re: Order delayed - or cancelled?

coatesieboy — Wed, 08 Feb 2023 22:13:34 GMT

Hi Adam. I had my phone switched off for about 10 minutes around 6pm on Wednesday- and I think that is when your Customer Options team!🤦🏻 Will they try again?

Re: Order delayed - or cancelled?

coatesieboy — Thu, 09 Feb 2023 15:53:15 GMT

Hi Adam. I recognise I am just one person among thousands of customers, but I selected PlusNet for customer service and at the moment you are about the only good point. Any idea if I am going to hear from anyone?