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Broadband order delay

Posts: 3
Registered: ‎02-12-2022

Broadband order delay



I ordered broadband (unlimited fibre extra) around three weeks ago but the order seems to be stuck at phase 5 for quite some time (activating your line). I got the following message:


"Broadband orders typically take a week to complete. We're waiting for confirmation that your broadband order, due {strCustActivationdate}, has completed".


Can someone from Plusnet advise when will the order finally complete / the broadband will be activated?



Posts: 22,724
Thanks: 9,446
Fixes: 151
Registered: ‎22-08-2007

Re: Broadband order delay

Delayed orders

There are a multitude of reasons why order processing might be reported as delayed and usually it is nothing to be too concerned about, but there are exceptions. The following are some of the common causes of orders being delayed...

  • The user told their existing supplier that they are moving and the consequential action by their existing supplier will prevent any new ISP placing orders to take over the service - this needs affirmative action with the existing supplier
  • The existing circuit to the property cannot be identified in BT Openreach's systems due to errors in their data - this can give rise to the need for special processes (ORDI and Bridge cases) with BTOR to correct THEIR data
  • Something was not quite right with the order raised by Plusnet - these are usually sorted quickly
  • BT Openreach do not have engineering resources available in the usual timeframe

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.


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.

Plusnet Help Team
Plusnet Help Team
Posts: 16,846
Thanks: 874
Fixes: 220
Registered: ‎27-04-2007

Re: Broadband order delay

Hi @erang, please take a look at my reply to your post here:

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