topic Re: There's been a problem with processing your broadband order in Plusnet Feedback

There's been a problem with processing your broadband order

JaggyThistle — Mon, 08 May 2017 22:52:39 GMT

Hi Hope someone could kindly help or explain this rather vague message I received on my email ( which by the way I hardly look at ) its says

There's been a problem with processing your broadband order

I placed my order on 3rd , paid my first months rental and I am due to have it installed on 17 ( MAY ) NO TEXT MESSAGES HAVE BEEN RECEIVED and only this email

I did get a Welcome to plusnet letter so I am rather confused as to whats happened

If some kind soul could help this rather not very tech savvy person with an explanation as to whats going on would be great help . I have heard so many great things about the award winning plusnet and thats why I decided to join them but not been a great start

Regards

Craig

Re: There's been a problem with processing your broadband order

rongtw — Tue, 09 May 2017 05:28:13 GMT

Hopefully one of the staff will look at this today

@Gandalf

Re: There's been a problem with processing your broadband order

jelv — Tue, 09 May 2017 06:50:14 GMT

Are you moving from a LLU supplier such as Sky or TalkTalk? If so they have probably placed an order to cancel your service which has killed the Plusnet order (there can only be one order in place at a time).

Re: There's been a problem with processing your broadband order

Gandalf — Tue, 09 May 2017 07:31:37 GMT

Hi Craig, welcome to the community forums first of all.

It looks like our suppliers rejected the order we placed with them because of an address mismatch on their systems. I'll pass this to one of my colleagues with more expertise in provisioning to investigate this later today.

Re: There's been a problem with processing your broadband order

TonyMC — Tue, 09 May 2017 08:20:45 GMT

Hi Craig, I am sorry that your orders did not go through the system correctly, our suppliers have advised us that the address we have for you ( the address you gave us on sign up ) does not match on thier systems and as a result rejected the orders.

In order to get this resolved, I need to ask you to contact your current supplier & ask them to update your correct address with BT Openreach, this is through a process called an ORDI request.

I will pend your details for 72 hours to allow time for this to happen at which point we will replace your orders.

If you need any further help then please let me know.