topic Re: Order Delayed in My Order

Order Delayed

ibrahimmohammad — Sun, 19 Nov 2023 12:41:16 GMT

I placed my order yesterday (18th Nov) for the Full Fibre 500 package over the phone. I gave my details and received the confirmation email. My expected installation date is 30th Nov.

Yesterday, the very same evening, I received a message saying that my order has been delayed, but the installation date on my account still says the 30th. Why have I received this message? How long of a delay am I to expect?

I WFH and my siblings have university work to do so I cannot afford for the installation to be delayed. Somebody please get back to me on this. My account number is 5913953.

Re: Order Delayed

jab1 — Sun, 19 Nov 2023 12:54:32 GMT

Do you currently have a broadband connection (with Plusnet, or another ISP)? Unfortunately, everyone who places an order for an installation/upgrade seems to get these generic, totally useless messages.

I suggest you give Plusnet a call tomorrow, and hope the agent who takes the call can explain what is supposed to be 'delaying' your order.

Re: Order Delayed

MatthewWheeler — Sun, 19 Nov 2023 13:13:59 GMT

Hi @ibrahimmohammad

Sorry to hear this happened.

It looks like this was due to a issue on our suppliers end. I've requested the order be replaced for you now and we'll update you as soon as we know more

Re: Order Delayed

jab1 — Sun, 19 Nov 2023 13:27:28 GMT

Why was the customer not informed of the reason, in that email, and why did it happen almost as soon as they placed the order ?