topic My order stuck in My Order

My order stuck

dazza1981 — Sun, 05 Mar 2023 08:54:00 GMT

I have moved house and more than 3 weeks later still have no telephone or broadband. I am constantly been told my order is stuck due to a system issue and awaiting KCI 2 which can take 2 working days. I wait the 2 working days, still not connected so chase and get told the same again, stuck due to system issue and need to wait 2 more working days, again with no sucess. This is because very frustrating and I'm not sure how I can escalate to get connected?

Re: My order stuck

adamwalker — Sun, 05 Mar 2023 12:27:20 GMT

Hi there, I'm really sorry about the issue that's delayed your order.

We'll need to get this chased up with Openreach for you, as their contact centre doesn't operate on a Sunday I'll hand this over to a colleague who will chase it up for us tomorrow and come back to you with an update.

Re: My order stuck

dazza1981 — Mon, 06 Mar 2023 19:48:09 GMT

Hi. Still no phone or broadband and no update from PlusNet. Were you able to find out any further information?

Re: My order stuck

dazza1981 — Wed, 15 Mar 2023 17:51:13 GMT

Hi Adam, nearly 5 weeks now and I still have no phone or broadband. I am waiting for a member of the customer assistant team to contact me but not getting any response to the messages I add to the ticket. Can you please help!

Re: My order stuck

MatthewWheeler — Thu, 16 Mar 2023 11:54:12 GMT

Sorry to hear this is still ongoing @dazza1981

I can see our CAT team picked things up this morning and the phone line is now live so we can get your broadband order placed.

As soon as we have a date for the broadband order we'll be in touch

Re: My order stuck

Townman — Thu, 16 Mar 2023 12:06:38 GMT

@dazza1981 wrote:
I have moved house and more than 3 weeks later still have no telephone or broadband. I am constantly been told my order is stuck due to a system issue and awaiting KCI 2 which can take 2 working days. I wait the 2 working days, still not connected so chase and get told the same again, stuck due to system issue and need to wait 2 more working days, again with no sucess. This is because very frustrating and I'm not sure how I can escalate to get connected?

Is this a new build? Is this a FTTP install?

If not a new build and not a FTTP installation, would you know who was the previous internet services provider?

New build and FTTP installations can be protracted due to the amount of BT Openreach work which needs to be done to provide new infrastructure. Transfer of service from the LLU operators (Sky & Talk Talk) can encounter no end of BTOR internal issues with THEIR data - which they push back to the ISP. Each issue requires a "Bridge Case" from the ISP which has a minimum of a 48 hour turnaround from BTOR or in some cases BT Wholesale.

Unfortunately, BTOR having identified one issue and pushing it back to the ISP, they DO NOT take ownership of their issues and fix EVERYTHING which might cause the order to fail. Every individual issue is pushed back by BTOR to the ISP ... who needs to raise a new Bridge Case.

Consequently the 2 days can easily become 2 - 4 - 6 - 8 ... plus the turnaround time on each issue.

A new ISP inheriting a multitude of issues when transferring a LLU service away from the other supplier's systems back to BT is unfortunately far too common. BT do not appear to take ownership for their data being wrong and fix it themselves without an ISP requesting that they do so.

Hope your service is operational soon. Note that if the above accurately describes your scenario, you'd have similar issues with another ISP needing to wait for BTOR's 48 hours for everything response time.

Re: My order stuck

dazza1981 — Thu, 16 Mar 2023 12:26:27 GMT

Hi Matthew, thanks for the reply. Unfortunately there is a fault on the line so despite phone line going live today it doesn't work. PlusNet technical team have raised a ticket so I hope it can be fixed soon