topic Re: ORDI request in My Order

ORDI request

Anonymous — Mon, 05 Jun 2023 11:32:46 GMT

Apologies if this is in the wrong place but I have been without broadband since last Monday.
Orders keep getting cancelled by openreach so a ORDI was raised by plusnet last Thursday. I don’t understand why this was not flagged earlier - being a new plus net customer this is not the best start. From what I can see online this is usually sorted before not when a order is due to go live.
I understand this can take up to 5 working days but i see there are other people in the same situation who have their details updated within a couple days.
I am chasing this everyday because no one contacted me when the orders were being cancelled.
Can anyone help please?

Re: ORDI request

Baldrick1 — Mon, 05 Jun 2023 11:52:15 GMT

Moderators Note

This topic has been moved from Broadband to My Order

Re: ORDI request

Anonymous — Mon, 05 Jun 2023 14:04:11 GMT

I’m wondering if @Gandalf can help?

Re: ORDI request

jab1 — Mon, 05 Jun 2023 14:07:38 GMT

@Gandalf Is no longer on the Social team, but one of the other staff members should pick this up.

No broadband - 9 days…

Anonymous — Tue, 06 Jun 2023 08:38:42 GMT

Orders keep getting cancelled by openreach so a ORDI was raised by plusnet last Thursday. I don’t understand why this was not flagged earlier - being a new plus net customer this is not the best start. From what I can see online this is usually sorted before not when a order is due to go live.
I understand this can take up to 5 working days but i see there are other people in the same situation who have their details updated within a couple days.
I am chasing this everyday because no one contacted me when the orders were being cancelled.
Can anyone help please?

Re: No broadband - 9 days…

Baldrick1 — Tue, 06 Jun 2023 15:36:32 GMT

Moderators Note

Posts merged to avoid confusion and wasted resources.

Tag query

Anonymous — Wed, 07 Jun 2023 12:14:34 GMT

So after being told yesterday that the ORDI was now complete and a new order put through, I have phoned in today to find out in fact it hasn’t and the order cancelled yet again.
We had broadband for 5 days before all these problems started last Monday. Each new agent I speak to on the phone doesn’t seem to know exactly what is happening.
10 days now without broadband. So now the problem is now this tag query - so will have to wait until Monday 12 th June for an update.
This is absolutely ridiculous!! No one at plus net seems to be helping regret ever coming over from talktalk

Re: Tag query

Anonymous — Wed, 07 Jun 2023 13:10:17 GMT

Is there anyone who can help?

Re: Tag query

Baldrick1 — Wed, 07 Jun 2023 13:24:48 GMT

@Anonymous

I understand your frustration here.

I'm afraid that this forum is not continually manned by Plusnet employees but hopefully one will come along soon and pick this up for you.

Daily posts effectively bumping this thread (which is against Forum rules) by starting new topics, which need moving to avoid confusion and potentally nugatory work are unhelpful.

Re: Tag query

Anonymous — Wed, 07 Jun 2023 13:28:42 GMT

It is a new topic though. At first I was told it was a ORDI request, that was wrong and is now a Tag query which is in fact different to the topic heading which you have piled my queries into so other customers facing the same issue will not see this information.
I find your response quite unhelpful for someone new to the forum. If you can offer no help kindly refrain from commenting this is stressful enough.

Re: Tag query

Mav — Wed, 07 Jun 2023 14:25:29 GMT

@Anonymous

I'm sorry you are not getting the timely response you desire but, as @Baldrick1 states, bumping the thread or starting new ones on the same subject does not help either the staff or other members to offer the appropriate support.

I have escalated this thread to the Superusers and hope that a member of staff will reply shortly.

Re: ORDI request

MatthewWheeler — Wed, 07 Jun 2023 15:03:59 GMT

Hi @Anonymous

I'm really sorry to hear that this has happened.

It looks like we've raised what's known as a TAGS query to get the records for the line updated.

Our suppliers have advised this should be fixed by the 12th and once done we can get your order placed.

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

Re: ORDI request

Anonymous — Mon, 12 Jun 2023 17:01:02 GMT

Monday has come and gone. Still not fixed.

Day 15 and still no broadband. When we get an update an order will still need to placed so I am beyond angry at this point.

Re: ORDI request

MatthewWheeler — Mon, 12 Jun 2023 18:08:12 GMT

Sorry to hear this @Anonymous

Unfortunately, the issue is still ongoing but our suppliers have closed for the day now.

Our provisioning team will chase this up for you tomorrow and update you as soon as they know more