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Order cancelled with no explanation.

Pyrii
Grafter
Posts: 87
Registered: 06-06-2013

Order cancelled with no explanation.

So I decided to check on my order for Fibre Unlimited because I hadn't heard since I asked for an engineer date and find a new ticket with this:
Quote
System User - Automated Script Pool
2:19pm, Thursday 6 Jun 2013
There's been a problem progressing your broadband order.
We'll get some more information on the problem and update this ticket with details as soon as we have them.
[internal note]
Order has been cancelled. Please check Install Diary and resubmit order once issue is resolved.

What? No updates either, no attempt to contact me. So it's just been cancelled like that! I got my MAC key from BE halfway through may and put in a cancellation order at the same time, so I'm worried I may actually end up without broadband now.
So I phoned up the helpline, waited 25 minutes in queue (Serious, if your websites says "However, we actively monitor our peak times to ensure we always have enough people on the phones to answer your queries without keeping you waiting too long in a queue." then try backing it up with actual people answering phones.
And what did he tell me? "Oh that's to do with provisioning, and they're closed now, I can't see anything to do with provisioning, this is just technical support".
So no help there, he can't even look for me to see what the problem is. Sigh.
I thought Plusnet had changed...
15 REPLIES
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Order cancelled with no explanation.

Hi Pyrii,
Sorry to see that you got this message, it does seemed to have caused you a panic. The initial order was rejected by our suppliers, so would need to resubmit an order which has now been processed.
This is committed for the 17th June 8am - 1pm.
Let me know how the install goes or if you have any questions.
Pyrii
Grafter
Posts: 87
Registered: 06-06-2013

Re: Order cancelled with no explanation.

Yeah, I asked if there was anything sooner because Be are going to but me off on the 13th which will leave me without internet for 4 days. and I'm fast running out of GameCenter CX episodes.
I asked in the ticket and got no response so I phones up and waited for about 5 minutes (This page shouldn't exist if it's never going to be correct: https://www.plus.net/supportpages.html?a=212 ) to be told that would probably be the soonest possible date and there wouldn't be anything sooner (No checking, just that response)
Are you absolutely sure it can't be done sooner?
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Order cancelled with no explanation.

Quote
I asked in the ticket and got no response so I phones up and waited for about 5 minutes (This page shouldn't exist if it's never going to be correct: https://www.plus.net/supportpages.html?a=212 ) to be told that would probably be the soonest possible date and there wouldn't be anything sooner (No checking, just that response)

Odd.  Which options did you chose on the telephone system?
Pyrii
Grafter
Posts: 87
Registered: 06-06-2013

Re: Order cancelled with no explanation.

The "Order in progress" option I think. It automatically told me I don't have internet yet (Duh) and then forwarded me to a cute sounding woman.
dick:quote
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Order cancelled with no explanation.

Hah! I'll let her know!
Sorry about the confusion on the waiting times though.  I'm just going to try and see if the Order Updates queue should be included on the page or whether it's just the generic Tech/CS one.
Superuser
Superuser
Posts: 6,775
Thanks: 856
Fixes: 55
Registered: 30-07-2007

Re: Order cancelled with no explanation.

Quote
and put in a cancellation order at the same time

That sounds a bit worrying!. You should not have to cancel anything yourself, BE will be informed when your MAC is used. If you've cancelled directly then that could be a problem. Who is your telephone service with BTW, since if that's alos cancelled, that will cause problems.
Pyrii
Grafter
Posts: 87
Registered: 06-06-2013

Re: Order cancelled with no explanation.

Phone is with the Post Office, it's been much cheaper as we no longer have mystery numbers appearing on our bill any more Tongue
Quote from: James
Hah! I'll let her know!
Sorry about the confusion on the waiting times though.  I'm just going to try and see if the Order Updates queue should be included on the page or whether it's just the generic Tech/CS one.
I doubt that woman will say the same about my voice lol. Nevermind.
If there's ANY way to forward the engineer visit, I'd be okay as it appears we have the whole of next week free.
[Moderator's note by Dick (Strat):  Full quote of preceding post removed, as per Forum Rule]
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Order cancelled with no explanation.

17th is the earliest I'm afraid Sad
Pyrii
Grafter
Posts: 87
Registered: 06-06-2013

Re: Order cancelled with no explanation.

Cry
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Order cancelled with no explanation.

Can you get Be to cancel the cancellation? There shouldn't be any need for you to be (no pun intended) without service.
They will receive notification when the service is transferred to us.
Pyrii
Grafter
Posts: 87
Registered: 06-06-2013

Re: Order cancelled with no explanation.

They put a new cancellation order in for the 19th, but just to annoy me, they kept calling me "Sir" which I really hate Sad
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Order cancelled with no explanation.

Not surprised!  Be sure to let us know that everything goes through fine Smiley
Superuser
Superuser
Posts: 6,775
Thanks: 856
Fixes: 55
Registered: 30-07-2007

Re: Order cancelled with no explanation.

Quote
Phone is with the Post Office,

That's good news Smiley That means there's no chance of BE cancelling the phone service once the Broadband is moved away from them.
Pyrii
Grafter
Posts: 87
Registered: 06-06-2013

Re: Order cancelled with no explanation.

Now I just need to get a static IP sorted and paid for. Something I kinda require and GOT FOR FREE WITH A TOP TIER PRODUCT with my last few ISPs...
But for some reason I get an error whenever I try to order it.
Quote
There's been a problem. We've not been able to add Static IP to your account.
Please contact our Support Team by using the Help Assistant or calling us on 0800 432 0200 or 0345 140 0200.