topic Re: Order delayed in My Order

Order delayed

Rosie134 — Wed, 12 Apr 2023 11:03:48 GMT

I signed up to Plusnet on the 31st. I was told it would be up to ten working days. Then it was delayed, I called and they said it would be fine and it was sorted, but there wasn't a real reason for the delay. Then I was updated to say I would definitely go live on the 19th. Longer than the time I was given, but fine. I have university work to do, but I wouldn't struggle too much if it was by the 19th. Now I have another message today saying it's delayed again. Does anyone know what's going on? I'm starting to wish I went with a different supplier. I paid by direct debit as well, so I'm already paying for something I have no idea when I'll get. I'm eating through data, have terrible signal in my new place, and work nights - so running around trying to find places with WiFi so I can do coursework is not easy.

Re: Order delayed

pjmarsh — Wed, 12 Apr 2023 11:26:45 GMT

Hi Rosie

It's unlikely to be Plusnet delaying the order, but their supplier and would most likely be the same if you'd have gone with anyone else using the Openreach network (basically everyone except Virgin Media or one of the AltNets).

There are lots of reasons for delayed orders, but it may help if we knew a little of what you are after, until a staff member comes along.

It sounds like you have moved into a new property. Is that right?

If so do you know if you are trying to take over an existing line?

What product are you going for with Plusnet?

Re: Order delayed

Rosie134 — Wed, 12 Apr 2023 11:33:37 GMT

Hi, thanks for replying. Yes, I moved into a new property. Plusnet said it was a gold line, and it was restarting a stopped line. And that's why it wouldn't take long. It's unlimited fibre extra.

Re: Order delayed

pjmarsh — Wed, 12 Apr 2023 12:55:41 GMT

Thanks Rosie. If that is what is there in reality then it should be pretty straight forward with few chances of delay. Perhaps it was found that the stopped line was incorrect when it came to activating it and an engineer is needed or something like that. One other possibility is that there isn't any spare ports in the cabinet now. What does https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome say? If posting a screenshot, redact your address at the top. I'm struggling to think what else could be. It might need to wait for a member of staff to either see this or contact you on the back of the delayed order (or for you to phone in and ask).

Re: Order delayed

csmith94 — Thu, 13 Apr 2023 16:12:52 GMT

Hi @Rosie134, your order is still committed and due to be going live on 19/04/23 with no delays on there. Sometimes notifications are fired out based on a past order, there's no delay previously on your current orders.

Re: Order delayed

Rosie134 — Thu, 13 Apr 2023 16:15:41 GMT

Yes, sorry I didn't update. I spoke to someone on the phone who told me it was still going ahead. I think there was a duplicate ticket that had been closed and the system updated me that there was a delay because of that. Fingers and toes crossed that this goes through on the 19th. Thank you to everyone that replied.