topic Re: Checking your line: We've found a potential problem... in My Order

Checking your line: We've found a potential problem...

bigbigbigfamily — Thu, 06 Jul 2023 13:48:04 GMT

I placed my broadband order a few days ago and before I placed my order, I confirmed with the online chat agent my address can activate the service within 3 days, so I chose my the activation date on 7th July which is tomorrow, but now I'm still waiting for my router delivery and also I saw the order stopped in "We've found a potential problem. We'll look into this and will be in contact with you shortly." so is my order still progressing or is there something further steps I should do?

Thank you very much.

Re: Checking your line: We've found a potential problem...

Townman — Sat, 08 Jul 2023 10:16:45 GMT

Hello,

A warm welcome to the forums.

Are you migrating from another supplier at the same address or taking over a stopped line at a new address? "can activate the service within 3 days" suggests taking over a stopped line.

If this is a migration, due to Ofcom regulations, there is no way that a live service can be migrated under 10 days.

If the line is active from a previous occupant, then there is the possibility that their provider has a service cease notice on the line - if that is the case, no new supplier order can be raised against the line until the old service stop date is reached.

If there is no service on the line ... there is every possibility that BT Openreach has scavenged the line to repair that of another consumer, thus there is no line fully connected to the property.

What did you order?

FTTP
FTTC + PTSN telephone
FTTC without telephone (SOGEA)

If a new FTTP install then for sure there is no chance of a 3 day activation ... however, if there is already an ONT installed ... there are known issues with BT's business systems which suggest that a new ONT installation is required ... which is not correct.

Thus advice (from community members) needs more detail from you. You should be able to find out the detail of the issue by logging in to the user portal and then click the PN Tickets button below.

Re: Checking your line: We've found a potential problem...

MatthewWheeler — Sat, 08 Jul 2023 10:50:50 GMT

Morning @bigbigbigfamily

I'm sorry to hear this has happened.

Unfortunately, it looks like the delay was due to a conflicting open order.

I can see the order has been replaced and our Customer Advocates team now have ownership of this for you.

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

Re: Checking your line: We've found a potential problem...

bigbigbigfamily — Sun, 09 Jul 2023 00:13:50 GMT

Hello Townman,

Many thanks for your detailed reply.
Plusnet support team has already contacted me regarding my order, hopefully my case will be settled soon. Thanks a million.

Re: Checking your line: We've found a potential problem...

bigbigbigfamily — Sun, 09 Jul 2023 00:17:54 GMT

Hi Matthew,

Thank you very for your message.
Yes, your staff has given me more information regarding my order, and I will keep checking my order status and have a further discussion with you team.
Thank you very much.