topic Re: home phone-order cancelled in Plusnet Feedback

home phone-order cancelled

cbf150s — Thu, 27 Aug 2015 17:39:30 GMT

Hi,
I bought a broadband contract online yesterday. Today, I received an email that says, 'your order for Home Phone has now been cancelled.' However, there's no reason / explanation given.
Does this mean that Plusnet won't take over the existing phone line or has the contract been cancelled?

Re: home phone-order cancelled

MatthewWheeler — Thu, 27 Aug 2015 17:48:47 GMT

It looks like the order was cancelled by your existing provider saying your not moving?
Can you PM me your address?

Re: home phone-order cancelled

cbf150s — Thu, 27 Aug 2015 18:58:16 GMT

Re: home phone-order cancelled

cbf150s — Fri, 28 Aug 2015 14:10:16 GMT

If you have any information about what happened, please give me an update.

Re: home phone-order cancelled

MatthewWheeler — Fri, 28 Aug 2015 14:18:22 GMT

I've replaced the orders and I'm just monitoring them.

Re: home phone-order cancelled

cbf150s — Thu, 03 Sep 2015 13:17:45 GMT

Just received another similar email saying the order for home phone is cancelled. Why is this happening again and again?

Re: home phone-order cancelled

newagetraveller — Thu, 03 Sep 2015 14:01:37 GMT

Quote from: Matthew
It looks like the order was cancelled by your existing provider saying your not moving?
Can you PM me your address?

you're not your. Not very professional Matthew.

Re: home phone-order cancelled

cbf150s — Fri, 04 Sep 2015 16:20:42 GMT

Would appreciate if someone from the company could confirm I'll still get the broadband.

Re: home phone-order cancelled

cbf150s — Tue, 08 Sep 2015 17:11:25 GMT

The 14 day period to cancel the contract ends tomorrow and I have no idea if I'll get broadband or not.
Someone help! Should I cancel?

Re: home phone-order cancelled

Townman — Tue, 08 Sep 2015 19:53:13 GMT

Quote from: cbf150s
Just received another similar email saying the order for home phone is cancelled. Why is this happening again and again?

There are a multitude of reasons why an order gets cancelled by BTw / BTOR.
As a first step, I'd look at double checking your order details - phone number, address, post code. Sometimes the reason an order get repeatedly cancelled is that the wrong circuit has been identified and the cancellation is the other subscriber (correctly) rejecting the transfer request.
This needs CRT to investigate and report back.
What is somewhat unfortunate is that once an order has gone pear shaped, fixing the detritus in the ordering system can be challenging.

Re: home phone-order cancelled

cbf150s — Tue, 08 Sep 2015 20:56:30 GMT

Thanks for the heads up. Yes, the details are correct.
During the order, I did confirm that I want Plusnet to take over the existing phone line.

Re: home phone-order cancelled

MatthewWheeler — Wed, 09 Sep 2015 11:45:42 GMT

Can you plug a handset into the phone socket and dial 17070.
That should read the number back to you. Once you've got that if you can PM me it we can try and find out why the orders are cancelling.

Re: home phone-order cancelled

Townman — Wed, 09 Sep 2015 13:36:58 GMT

Please double check the phone number you write down from the above and that on the order.
I have screwed up a BB order in the past by transposing two digits in the number I ordered the line for - it is too easy to do!

Re: home phone-order cancelled

HarryB — Wed, 09 Sep 2015 14:17:31 GMT

Nice suggestion, however there's no number on the order as it will be going through as a working line takeover from what I can see.
I have a feeling this might have something to do with where the lines are registered, it's possible that the line showing at the address is actually not actually at the address and belongs to a neighbour. If there is a line at the address (Physically) it may be registered to a different address
We won't actually be able to confirm this until we have the number and we've sent an ALID request off. Even then it might not give us a definitive answer.

Re: home phone-order cancelled

cbf150s — Wed, 09 Sep 2015 14:48:23 GMT

The handset didnt work when I plugged it in the phone socket. (for some reason there are two, tried both). Maybe there isnt a working line afterall or the handset could be broken, found it in a random drawer in the flat.

Re: home phone-order cancelled

Townman — Wed, 09 Sep 2015 21:38:01 GMT

@Harry,
BTw's database sanity strikes again?

Re: home phone-order cancelled

cbf150s — Sat, 12 Sep 2015 13:21:38 GMT

I contacted my letting agency and they said there's no working phone line at this address.

Re: home phone-order cancelled

cbf150s — Mon, 14 Sep 2015 11:34:39 GMT

Would Plusnet install a new line now or cancel the order?

Re: home phone-order cancelled

HarryB — Mon, 14 Sep 2015 14:13:12 GMT

That pretty much confirms my suspicion that the line registered at your address on our suppliers systems is incorrect and actually physically provided somewhere else.
Leave this with me and I'll get an order placed for a new line install asap.