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25 days and still waiting for my orders to complete

Julien
Dabbler
Posts: 10
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Registered: ‎21-05-2018

25 days and still waiting for my orders to complete

I've subscribed a fibre broadband contract the 27 of April. Orders got dispatched, only to get cancelled for some reason. Got a phone call on the 11th of may (only after opening a ticket) to let me know my orders got cancelled and new orders would be placed immediately. To this date I'm still waiting on an update. How long did it take for other people to have their order go through? Should I expect to be out of internet for much longer?

13 REPLIES 13
Strat
Community Veteran
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Registered: ‎14-04-2007

Re: 25 days and still waiting for my orders to complete

Moderator's note by Dick (Strat): Topic moved from Fibre Broadband to My Order to raise its profile.

 

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Gandalf
Community Gaffer
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Re: 25 days and still waiting for my orders to complete

Hi there.

I'm sorry to hear of the delay you're experiencing with your order.

I can see we've replaced this as an ADSL order to activate your services quicker, and it's due to go live on the 31st May.

Once this has happened, we will place an order to upgrade your line to fibre.

Apologies for the inconvenience caused.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role within Plusnet.
 Anoush Mortazavi
 Plusnet
Julien
Dabbler
Posts: 10
Thanks: 1
Registered: ‎21-05-2018

Re: 25 days and still waiting for my orders to complete

Hi,

 

Thanks a lot for looking into it. Yes I have asked to have broadband first so I can at least get the internet a bit earlier.

I have received a text message, and it seems it is now due to go live 1st of June, so pushed back one day.

Please keep me updated if you see further delays/issues. Also, could you please make sure I receive the router before the activation date?

 

Many thanks

 

 

OllieC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 799
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Registered: ‎23-01-2018

Re: 25 days and still waiting for my orders to complete

Hi Julien, 

 

I have checked on your router delivery and this should be with you in the next 3-5 working days. 

 

Should you need us for anything else please let us know as we are more than happy to help!

 

Thanks.

Julien
Dabbler
Posts: 10
Thanks: 1
Registered: ‎21-05-2018

Re: 25 days and still waiting for my orders to complete

Thanks for looking into it guys.

Gandalf
Community Gaffer
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Registered: ‎21-04-2017

Re: 25 days and still waiting for my orders to complete

No problems Julien.

Let us know how your upgrade goes.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role within Plusnet.
 Anoush Mortazavi
 Plusnet
Julien
Dabbler
Posts: 10
Thanks: 1
Registered: ‎21-05-2018

Re: 25 days and still waiting for my orders to complete

Hi,
Broadband is now activated, thanks.
When will the upgrade to fibre broadband take place?

Kind regards,
Julien
Townman
Superuser
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Registered: ‎22-08-2007

Re: 25 days and still waiting for my orders to complete

Hi Julian,

Good to hear your now connected. Though not explained in this topic, it rather sounds as though BT’s services in your area are short on spare capacity. It is somewhat too common to hear of occurrences where capacity was available at the time of placing an order, but is no longer available when the order is processed. That can arise from the order placement not actually reserving resources or possibly resources thought to be spare are found to be faulty.

As for the reported slip from 31st May to 1st June, I suspect that impression arose from the confusing “Your service will become active anytime upto midnight on 1st June”
What that actually means is 00:00 1st June, not 23:59:59.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Re: 25 days and still waiting for my orders to complete

Glad to hear your standard broadband is up and running.

I'm afraid your cabinet is currently full so we can't place a order at this moment in time.

We'll monitor this for you and place the order as soon as there's spare capacity

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Julien
Dabbler
Posts: 10
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Registered: ‎21-05-2018

Re: 25 days and still waiting for my orders to complete

Thanks for looking into it. Will this mean I'll pay full fibre broadband price while this is being sorted?

Kind regards,
Julien
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Re: 25 days and still waiting for my orders to complete

You'll only pay for what you can use so if you only have standard broadband you'll pay for that until we can get you on fibre

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Julien
Dabbler
Posts: 10
Thanks: 1
Registered: ‎21-05-2018

Re: 25 days and still waiting for my orders to complete

Thanks, that's perfect. Please keep me updated on the spare capacity situation.

 

Best regards,

Julien

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: 25 days and still waiting for my orders to complete

As soon as we know more we'll be in touch

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