topic Re: Order delayed again and again in My Order

Order delayed again and again

helensand86 — Wed, 09 Aug 2023 08:40:58 GMT

Hi,

Anyone had loads of issues with their order being delayed. Nothing complicated, simple line switch when I moved into a new property, due to go live 28/07 and as of yet I am still waiting. Now I am told I will not receive another update until 15/08.

How long does this line switch and activation normally take?? Am I better cutting my losses and trying a new ISP?

I work from home half of the week and it is costing me a fortune in data for a 4G Wifi box.

Any advice on how to tackle this would be appreciated as I am getting absolutely nowhere with the awful customer services!

Re: Order delayed again and again

MisterW — Wed, 09 Aug 2023 09:47:26 GMT

Nothing complicated, simple line switch when I moved into a new property, due to go live 28/07 and as of yet I am still waiting. Now I am told I will not receive another update until 15/08.

@helensand86 welcome to the forums. Have customer services given any explanation for the delay ?

Did the property have previous residents ? and if so have they cancelled their broadband ? I ask because if they have , it will have put a 'cease' on the line which prevents any ISP placing an order until the cease completes.

You may find further information in 'questions'(tickets) on your account . Login to the member centre and go to https://www.plus.net/wizard/?p=search , then look at closed questions.

Failing that, one of the Plusnet help team who monitor this forum will likely spot this thread and assist with explanation of the delay

Hope that helps

Re: Order delayed again and again

helensand86 — Wed, 09 Aug 2023 10:02:12 GMT

Hi MisterW,

No explanation for the delay what so ever despite numerous phone calls just keep getting told there is a delay!

Yes previous residents cancelled their broadband, the cease should have now completed.

I just want someone to explain what the actual delay is in human terms! Just keep getting told it is OR's fault!

Re: Order delayed again and again

MisterW — Wed, 09 Aug 2023 10:16:01 GMT

@helensand86 it very probably is down to OR. Once the cease has completed, it will depend on engineer availability in your area. I'm just a customer like yourself, so I have no access to account information to see exactly why there are delays I'm afraid.

However, I'll ask one of the mods to move this to the Orders board for better visibility of the Help team staff and hopefully they'll pick this up shortly and explain.

Re: Order delayed again and again

Mav — Thu, 10 Aug 2023 16:35:30 GMT

Moderator's note(s):

Thread moved from Broadband to My Order.

Re: Order delayed again and again

adamwalker — Fri, 11 Aug 2023 11:43:40 GMT

Hi @helensand86 I'm really sorry about all the delays and the hassle this must be causing for you. I've checked your account and can see you phoned in and spoke with Chris yesterday.

Do let us know if there's anything further we can help with though.