New Service

[#1]

Hi

Am attempting to transfer my broadband from BT to Plusnet but "there is a problem processing your broadband order" message and all attempts to contact Plus net seem to fail - call wait times 50+ minutes, chat advise me to ring, having finally got through to call after 30 minutes wait was told I needed a different department and would have to ring back into a further 30 minute wait queue. The problem notification was 10 days ago and still no response.  Is this normal plusnet service? Guess I might be better off sticking with current provider if so but am paying twice the price - any advice gratefully received.

Thanks

Jaime

[#2]

Hi @Jaime, sorry to hear about the delays in providing your service and the lengthy call waiting times experienced. I have looked into this query and updated you via a ticket on your account here

Should you have any further questions please do not hesitate to get back to me.

Thanks,

[#3]

Hi Satss

Thanks for replying. To confirm then - have you cancelled my order completely with Plusnet? And if so can you confirm that you will refund the initial debit for £23.99 which you took from my account on 1/10/18?

Regards

Jaime

[#4]

Hi @Jaime

Thanks for getting back in touch.

To confirm some detail for you, your account itself has not been cancelled. The order placed with our suppliers has been cancelled due to this being placed to install a new line to your address.

As mentioned in the ticket from @Satss here the address details used by your current supplier when installing your service are incorrect. This has a knock-on effect when placing future orders as your address does not show as having a service installed currently. The solution to this is contacting your current supplier and they can then arrange for your service to be registered on the Openreach database correctly by raising an ORDI request. Once this is done we can then place your order correctly.

I hope this information is helpful and if you have any further questions feel free to get in touch.

[#5]

Hi

I contacted BT today and they confirmed they have the right postcode. Will you either sort the transfer before the end of this week or cancel the order and refund me the initial direct debit since BT will apply full cancellation charges after this week. Please advise what your are doing.
Thanks
Jaime.

[#6]

I contacted BT today and they confirmed they have the right postcode

@Jaime BT Retail may well have the correct address information for you, but what @Warwick is saying, is that the information on the BT Openreach database does not match your address. When any other ISP tries to place an order to transfer the line, it is getting reject by BT Openreach because the address information doesn't match. The information on the BT Openreach database needs to be corrected before any transfer order can be placed. Unfortunately ony your current supplier i.e BT Retail can request that this information is corrected by submitting an ORDI request.

[#7]

Well I guess you just need to cancel my service if you can't work with the bt postcode. I have asked them to update but if you cannot transfer in the next few days please cancel and refund me. You have both post codes and the deadline for bt cancellation charges is days away so please confirm either way but under no circumstances transfer me after this week. Please advise what your are going to do. Thanks. Jaime.

[#8]

Hello @Jaime

I do apologise for the inconvenience caused by the ORDI request. We have not had an update on this matter as of yet and require 5 working days.

Once the ORDI request has been resolved, at a minimum, it will take 10 working days to process the transfer across from BT to us. This is due to an Ofcom regulation as the losing provider must have 10 working days notice.

I am afraid we cannot transfer you from BT to ourselves in the time length you have requested.

If you choose to cancel with us as a result of this, then you will need to call our Customer Options Team on 0800 013 2632, they are open Monday-Friday 8am-8pm, Saturday 9am-7pm and on Sunday 9am-6pm.

Best wishes.