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Error 501

Aylayet
Newbie
Posts: 4
Registered: ‎22-12-2017

Error 501

What is this.. now the 3rd time been waiting almost 4 weeks now still no broadband yet money has been taken.

Informational:9536:No matching Broadband order found for SIM2870790,Error:501:Order Rejected
7 REPLIES
Gel
Seasoned Pro
Posts: 1,663
Thanks: 168
Fixes: 14
Registered: ‎02-08-2007

Re: Error 501

RealAleMadrid
Aspiring Champion
Posts: 876
Thanks: 348
Fixes: 17
Registered: ‎07-07-2009

Re: Error 501

@Gel Why do you say that? The OP appears to be talking about broadband and SIM2870790 could be a simultaneous Broadband/Phone order reference.

Aylayet
Newbie
Posts: 4
Registered: ‎22-12-2017

Re: Error 501

Mobile? This is for home broadband.. I’ve been told a simultaneous order for phone and broadband was placed twice then the last operator which is why it didn’t work, said she now placed them separately but I still get the error message quoted on my message. Someone needs to take ownership and fix or refund ASAP
Superuser
Superuser
Posts: 13,041
Thanks: 4,332
Fixes: 26
Registered: ‎22-08-2007

Re: Error 501

@Aylayet,

A warm welcome to the forums.  There are a multitude of reasons why BT Wholesale systems reject orders, so are down to incorrect input from ISPs, many (the majority) are not, but are a facet of the way BT Wholesale run their systems.

 

@Gandalf - is there any light you can shine on this case please?  Its the second 501 error I have seen reported around here today.  Is this a new KCI output from BTw which is leaking out to end users?  BTw order cancellations ought not to be "leaking" out to your end customers.  Given the repeated nature of this (twice here and another report around here) it rather looks like this failure condition is not flagging up in the failed order review report.

For the benefit of the community, can you please provide some insight into this error condition and the cause?

Plusnet Help Team
Plusnet Help Team
Posts: 10,046
Thanks: 3,181
Fixes: 506
Registered: ‎21-04-2017

Re: Error 501

Welcome to the community forums @Aylayet

Sorry to see things aren't going to plan.

 

It looks like each time we're placing a simultaneous order, the broadband part is failing within the wholesale systems which results in the phone order failing and you receiving that error message.

 

Whilst not ideal, to progress your order we've had to replace them separately. Your phone service is due to go live on Friday. From there we'll place your broadband order and we'll let you know when your account will activate.

 

Is this a new KCI output from BTw which is leaking out to end users?  BTw order cancellations ought not to be "leaking" out to your end customers.

The automated ticket that's raised is:

We have received an update on your order we will provide detail shortly

**INTERNAL**
The following KCI message has been received from our suppliers:

Informational:9536:No matching Broadband order found for SIM2870790,Error:501:Order Rejected

 

The KCI message is simply an internal note. The ticket was raised to the relevant team to investigate.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Aylayet
Newbie
Posts: 4
Registered: ‎22-12-2017

Re: Error 501

Hi Gandalf thanks for your message. I’ve had a message today saying phoneline is up and running as from today. Can you help with what happened next? How much longer before we can use broadband and has this separate order been placed for broadband?
Thanks
Plusnet Help Team
Plusnet Help Team
Posts: 483
Thanks: 98
Fixes: 13
Registered: ‎07-12-2017

Re: Error 501

Hi there.

 

I have placed the order for your Broadband service and updated TICKET: 164659015.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team