topic Re: Order delayed text in My Order

Order delayed text

Nra2363 — Tue, 28 Feb 2023 15:13:33 GMT

Signed up one week ago, monies paid, did set up but today I get a text telling me my order is delayed, there is a link to help pages which tell me nothing. I haven’t got time at this moment to hang on my phone. This is not a good look for plusnet, I will certainly have to have a think. I would like to know why no email is sent with some kind of reason or at least to tell me what is going on, instead of some non-descript text which tells you nothing. I’ve checked my account which just says ‘your order is being processed’, which it obviously isn’t. Anyone got any ideas how this goes now? Thank you.

Re: Order delayed text

MisterW — Tue, 28 Feb 2023 15:35:57 GMT

I would like to know why no email is sent with some kind of reason or at least to tell me what is going on, instead of some non-descript text which tells you nothing.

@Nra2363 the delayed text is often an automated one sent out as a result of a notification from Openreach to Plusnet about a problem with the order. These notifications mainly contain jargon and abbreviations that would mean nothing to us mere mortals so the automated texts dont include them. The Plusnet provisioning team will manually interpret the notification and take appropriate action , often adding a more informative note via 'tickets' (questions) on your account.

Re: Order delayed text

Nra2363 — Tue, 28 Feb 2023 15:51:22 GMT

Thank you, but as far as I can see there is no ticket on my account, so non the wiser really. Not a good start for plusnet. Thank you.

Re: Order delayed text

csmith94 — Wed, 01 Mar 2023 13:07:01 GMT

Hi @Nra2363

Thanks for reaching out over the forums, hope you're doing ok

I'm really sorry to hear you're having some trouble with your orders, before I move forward can you just confirm for me if you're looking to takeover the existing line or install a new one? Also can you confirm for me that you're looking to keep the number you provided to us at sign up or if you're good to go with a new number?

Re: Order delayed text

Nra2363 — Wed, 01 Mar 2023 13:58:18 GMT

Hi
It is not really troubles as such but to just get a bland text with a link that doesn’t contain any information, doesn’t help.
It is an existing line and keeping the existing number.
Thank you

Re: Order delayed text

csmith94 — Wed, 01 Mar 2023 14:32:40 GMT

Thanks for getting back to me, the confusion that's been caused here is that the account has been signed up to restart a stopped line but the line is actually working. The order account has fell out of automation for this to be picked up manually.

I've now placed the orders for you and within the next 24 - 48 working hours an activation date will be confirmed via email & text. I've also dropped across an email to confirm the orders have been placed.

Re: Order delayed text

Nra2363 — Wed, 01 Mar 2023 14:42:10 GMT

Thank you for your help.

Re: Order delayed text

csmith94 — Wed, 01 Mar 2023 16:57:27 GMT

Not a problem at all, if you need anything else just drop us a message

Re: Order delayed text

Nra2363 — Fri, 03 Mar 2023 09:06:33 GMT

Hi Curtis, thank you for that. I have had an email from plusnet saying my home phone will transfer on 15/03. Does my broadband go live on that date as well ? Because sky have told me their broadband service will cease on 15/03. I cannot find anything on my account with any dates at all ! Thank you.

Re: Order delayed text

MatthewWheeler — Fri, 03 Mar 2023 13:11:08 GMT

Hi @Nra2363

I've checked the orders and I can confirm both your phone and broadband are due to transfer over on the 15th

If there's anything else we can help with let us know

Re: Order delayed text

Nra2363 — Fri, 03 Mar 2023 13:20:14 GMT

Thank you