topic Re: Clearing a Openreach cease order ,Can any staff member help? in My Order

Clearing a Openreach cease order ,Can any staff member help?

Ashwaa — Thu, 07 Aug 2025 11:39:02 GMT

I ordered the plus net service 10 days ago, it was due to be activated 6 days ago

I am now without internet as I have since had to cancel my current provider (This provider didn't use the phone line so it should have been available)

I have asked for the matter to be escalated with open reach but they don't seem to be working on the issue

I wondering if any staff members area able to contact Openreach directly to help clear a cease order

Regards

Re: Clearing a Openreach cease order ,Can any staff member help?

jab1 — Thu, 07 Aug 2025 11:48:30 GMT

Who was your previous provider? Did you have an active landline phone service?

Re: Clearing a Openreach cease order ,Can any staff member help?

Baldrick1 — Thu, 07 Aug 2025 11:54:10 GMT

Moderator's note:
Thread moved from Broadband to My Order

Re: Clearing a Openreach cease order ,Can any staff member help?

Ashwaa — Thu, 07 Aug 2025 11:54:56 GMT

For the past month it was been three, using a 5G hub not the landline

As far as i'm aware i do not have an active landline phone service

Re: Clearing a Openreach cease order ,Can any staff member help?

jab1 — Thu, 07 Aug 2025 12:26:38 GMT

And prior to that?

Re: Clearing a Openreach cease order ,Can any staff member help?

Ashwaa — Thu, 07 Aug 2025 12:28:02 GMT

I was with sky

This was cancelled on the 08/07

Re: Clearing a Openreach cease order ,Can any staff member help?

jab1 — Thu, 07 Aug 2025 12:37:56 GMT

Which would have cancelled your 'phone-line', as SKY would have been delivered over that, even if you didn't use the phone service.

What service have you ordered with PN?

A cease on the line, which would have cleared within 10 days of them placing it, would have been initiated by SKY. However, as you are now nearly over a month from then, I'm wondering if your connection has been totally discontinued.

Re: Clearing a Openreach cease order ,Can any staff member help?

Ashwaa — Thu, 07 Aug 2025 12:44:22 GMT

My Plusnet service is Fibre 36, if that's what you mean

when ordering with Plusnet i didn't enter the previous phone number as i wasn't sure of it at the time of ordering and i wasn't bothered with keeping the phone number as i don't use it for calls anyway

Re: Clearing a Openreach cease order ,Can any staff member help?

jab1 — Thu, 07 Aug 2025 12:53:38 GMT

OK, so you have ordered the basic service, but are being told there is a 'cease on the line'. I am still confused, but wonder if @MisterW or @Townman can help?

Re: Clearing a Openreach cease order ,Can any staff member help?

MisterW — Thu, 07 Aug 2025 13:08:31 GMT

I'm confused as well!

This was cancelled on the 08/07

Only thing I can see, is that maybe Sky had a 30 day cancellation period and the cease was for the end of that period ?

If that's the case then Plusnet will not have been able to place any order until the cease completed, which it should have done yesterday ?

The cease will have had no bearing on the 5G connection and , in turn, cancelling that will have no bearing on a PLusnet order.

Re: Clearing a Openreach cease order ,Can any staff member help?

jab1 — Thu, 07 Aug 2025 13:10:49 GMT

That makes sense, @MisterW . And I understand your edit.

Re: Clearing a Openreach cease order ,Can any staff member help?

lahbrannan1 — Thu, 07 Aug 2025 13:26:45 GMT

Hi @Ashwaa

Thank you for your recent post.

I have cross referenced the information on your account along with your post and can see our support team are actively working on clearing the cited cease order. Until this is removed the order can not physically progress within our suppliers systems.

I am sorry for the ongoing inconvenience, we will update you further over the next few days once we hear back from our suppliers.

Many Thanks

Lee

Re: Clearing a Openreach cease order ,Can any staff member help?

Townman — Thu, 07 Aug 2025 13:29:16 GMT

@Ashwaa wrote:

I ordered the plus net service 10 days ago, it was due to be activated 6 days ago

I am now without internet as I have since had to cancel my current provider (This provider didn't use the phone line so it should have been available)

There is something odd here, which makes me think we do not have all of the facts ... and I realise that at first I misread the scenario. On re-reading "had to cancel my current provider" I now take to be the mobile network broadband supplier.

What I now infer is that...

You were a user of Sky broadband FTTC
You decided to stop using them and move for a mobile broadband provider
You quickly realised that they are not all they claim to be
You have ordered SoGEA from Plusnet on the circuit which Sky used
A 5 day activation implies that the line is free of constraints
... and in provisioning the service, it has gone pear-shaped

What does the order progress ticket advise - log into the user portal and then use the link below.

The status of the telephone NUMBER out to have no bearing on the state of the telephone LINE over which SoGEA is delivered. The number is now NOT associated with the circuit. What might be an issue, is in the time that has passed since the Sky service was terminated, there are now no free resources in the local cabinet.

In times past where the end to end copper infrastructure was still part of the broadband service, there were often issues with switching Sky circuits away from LLU and back to the BTOR frames. I do not believe that remains relevant today with SoGEA where is only bit of copper in the game is the last mile, which has always been in BTOR's domain, regardless of the exchange end LLU.

Where does the suggestion that there is a stuck cease order blocking this process arise?

EDIT: Posts crossing ... there seems to be some confirmation that there is a stuck cease order - be interesting to know for what!

Re: Clearing a Openreach cease order ,Can any staff member help?

Ashwaa — Thu, 07 Aug 2025 13:45:26 GMT

Your assumption is correct

I was a sky broadband customer until i requested the service to be taken over on the 08/07 by three mobile broadband

I gave three 30 days (cooling off period) to sort the issues they had with the service, i realized they were just stringing me along with a "Wait 7 days" response to my complaint

In order to cover myself, i ordered Plusnet broadband on the 28th, 10 days before my cooling off period was due to expire

Plusnet confirmed the service to be activated on the 01/08

On the 03/08 i called customer service, to which i was told there was an error status from their/their suppliers side and the order would have to cancelled and re-placed, which a customer service provider did on the 04/08

I was told i would have an activation date within 48 hours of this, with the activation happening within 3 working days

Currently the service ticket is saying there is a cease order stuck in open reach's system and the review date for this keeps getting pushed out, despite my requests for escalation

I have had to cancel my three mobile broadband service to remain in the 30 days cooling off period in order to not have to pay an early cancellation fee, now I'm stuck with no broadband

Re: Clearing a Openreach cease order ,Can any staff member help?

Townman — Thu, 07 Aug 2025 14:03:15 GMT

There is something odd here, which makes me think we do not have all of the facts ...

... there seems to be some confirmation that there is a stuck cease order - be interesting to know for what!

It is the cancellation of the PLUSNET order which is stuck ... not the usual scenario relating to a losing supplier's cancellation / cease order being left in limbo.

Just shows how one can be conditioned to certain patterns of failure. We have seen no end of users leaving Sky face multiple issues getting Plusnet orders processed successfully, due to the residual state of the asset. There is some possibility that is why the first Plusnet order failed ... and now cancelling that has probably heaped more issues on top, which is why everything is stuck.

Is FTTP available? Requesting a new line installation might actually be quicker!

I hope there is a provisioning specialist on this, who has direct contact with Openreach's escalation team. I fear that this will need BTOR bridge cases, each one unfortunately takes BTOR at least 48 hours to process. I would ask for a temporary 4G back up service. No assurance that you'll get one, but until you ask ... !!!

Re: Clearing a Openreach cease order ,Can any staff member help?

Ashwaa — Thu, 07 Aug 2025 14:19:54 GMT

Thank you for your reply

Unfortunately FTTP is unavailable, my area is only part fibre (if I've understood that correctly)

I'm worried that this topic will keep just getting pushed down the road while we keep waiting for open reach to respond

Hence the original question:

I hope there is a provisioning specialist on this, who has direct contact with Openreach's escalation team.

Re: Clearing a Openreach cease order ,Can any staff member help?

Townman — Thu, 07 Aug 2025 14:39:21 GMT

@lahbrannan1 wrote:

Hi @Ashwaa

I have cross referenced the information on your account along with your post and can see our support team are actively working on clearing the cited cease order.

I am sorry for the ongoing inconvenience, we will update you further over the next few days once we hear back from our suppliers.

That status somewhat precludes the forum staff adding to the space. It sounds as though this is with the escalation team already ... and there is a bridge case in place with Openreach. No amount of pressure from Plusnet will expedite a bridge case; the disposition from Openreach is within 48 hours you will get an update ... do not bother us in the meantime.

Re: Clearing a Openreach cease order ,Can any staff member help?

jab1 — Thu, 07 Aug 2025 14:43:27 GMT

Even if that update is 'wait another 48 hours for another update'

Re: Clearing a Openreach cease order ,Can any staff member help?

lahbrannan1 — Fri, 08 Aug 2025 08:58:20 GMT

Hi @Ashwaa

Please be assured the case has already been escalated with our suppliers. I do appreciate it is frustrating with the delays howevber we do not have the means to duplicate what has already been requested- we need to allow the suppliers a sufficient period of time to fix the issue at hand.

Once we receive an update we will be in touch, apologies for the continued inconvenience.

Thanks

Lee