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Activation was delayed until 10/07, order tracking still stuck on 'checking your details'

FIXED
lewiji
Newbie
Posts: 3
Registered: 04-07-2017

Activation was delayed until 10/07, order tracking still stuck on 'checking your details'

Hi,

 

My Fibre order was due to be installed on 01/07, though this wasn't communicated to me originally, I had to contact support to find out, where I was told that it was delayed until 10/07 due to engineer availability. This is fine, however I'm concerned that the order status is still stuck on 'checking your details', no direct debit has been set up according to my bank, and the router has not been dispatched. Can someone please confirm that the activation is still going ahead on Monday and that everything will be set up by then?

Thanks

3 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 4,071
Thanks: 850
Fixes: 208
Registered: 21-04-2017

Re: Activation was delayed until 10/07, order tracking still stuck on 'checking your details'

Fix

Hi there,

 

It looks like your account had experienced a couple of technical difficulties but I've finally got this progressed now for you to reflect the status of the order with our suppliers which is confirmed for the 10th July.

 

Unfortunately, because of this problem your router wasn't dispatched automatically.

I've pushed the router order through the system now and sent your router. Whilst the official timeframe is 3 to 5 working days, it's delivered by Royal Mail 1st Class so I'd expect it to arrive much quicker.

 

I'll be honest and say there is a slight chance it may not arrive by Monday. Sad If that's the case, depending on the type of router you currently have, you may be able to configure it using your connection details

 

Your direct debit looks active on our systems, but if it's not active with your bank that may explain why we're unable to process your initial fee. Mind going over here and submit the direct debit instruction again?

 

Apologies for any inconvenience caused, let us know if you have any questions or concerns.


Thanks

 

Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
lewiji
Newbie
Posts: 3
Registered: 04-07-2017

Re: Activation was delayed until 10/07, order tracking still stuck on 'checking your details'

Thanks Anoush I suspected there might be other issues as the order status page didn't make much sense! That's fine, as long as I know everything's on the way now. I've re-added my direct debit and I added a card as backup. Cheers again.

Plusnet Help Team
Plusnet Help Team
Posts: 4,071
Thanks: 850
Fixes: 208
Registered: 21-04-2017

Re: Activation was delayed until 10/07, order tracking still stuck on 'checking your details'

No problems, let us know if you have any issues on Monday.

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