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cancelled order no idea why :-(

deanjamesvr6
Newbie
Posts: 3
Registered: 06-07-2013

cancelled order no idea why :-(

Hi I took Plusnet out on Wednesday and have this update on my account
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.
Anybody know what this means? 
All help appreciated
4 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: cancelled order no idea why :-(

It means that the automatic ordering system failed.
Usually a manual order fixes it.
Occasionally something more difficult has occurred.
This won't be picked up here until Monday.
You could try phoning in and asking
ScottStorey
Aspiring Pro
Posts: 371
Thanks: 66
Fixes: 1
Registered: 21-02-2013

Re: cancelled order no idea why :-(

Hi deanjamesvr6,
There isn't much point calling in on a Sunday in all honesty. The order updates team who would deal with this don't work on Sundays.
Oldjim is quite right though, it is normally due to automation failing though.
Having a look at your account, with in all honesty my fairly limited knowledge, it seems we haven't been able to place the order as you didn't supply us with any possible engineer dates when you first signed up. That would explain our automation failing, sometimes the automation does just fail anyway though.
There is no need to worry as it has already been sent off to the correct team to get it all sorted for you when they are back in the office from Monday. Smiley
P.S. Ignore the e-mail/ticket you received asking for a MAC code, I've checked that and the MAC code you have already supplied is fine.
deanjamesvr6
Newbie
Posts: 3
Registered: 06-07-2013

Re: cancelled order no idea why :-(

Thanks for the detailed replies, very much appreciated.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: cancelled order no idea why :-(

Hi there,
Looks like it's been picked up this morning, an order's been placed and an appointment booked for the 16th (next Tuesday) in the morning between 8am and 1pm - hope that's all good? Let us know if not and it needs moving, though if we do move it it'll end up being later rather than sooner.