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Help - order not processed...?

Posts: 1
Registered: ‎28-06-2018

Help - order not processed...?



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?


Plusnet Help Team
Plusnet Help Team
Posts: 9,643
Thanks: 3,102
Fixes: 489
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.



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.

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