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Help - order not processed...?

spam66
Newbie
Posts: 1
Registered: ‎28-06-2018

Help - order not processed...?

Hi

 

I placed an order for Plusnet broadband last week (via Comparethemarket) and received an email on Monday that says this:

 

The following KCI message has been received from our suppliers:
Informational:9536:No matching Broadband order found for SIM2671087,Error:501:Order Rejected

 

What does it mean please? 

At the end of the message it does say they will be in touch soon, but I go on holiday in a few days - should I call to sort this? is it a serious problem?

Thanks

1 REPLY 1
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,563
Thanks: 10,265
Fixes: 1,599
Registered: ‎21-04-2017

Re: Help - order not processed...?

Hi there.

Welcome to our community forums.

From what I can see it looks like our system placed the order to transfer your phone line to us with the intention to place the broadband order shortly afterwards but it didn't, which resulted in the phone order cancelling due to no matching/placed broadband order. Sad

I'm manually placing the orders now and I'll update you soon.

 

[edit]

They've been placed now. Looks like the problem was that there's two records of your address on our suppliers systems, one record doesn't work, but the other does. Our system was unable to automatically overcome this/try the other record.

We'll confirm your activation date within the next 24-72 hours.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet