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Broadband order delayed

shrikant
Newbie
Posts: 1
Registered: ‎16-05-2013

Broadband order delayed

Hello,

I've received a text stating that my broadband order has been delayed. But there's no further information in the text, or on my account page when I log in, and I've been unable to get through to Customer Service on the phone despite waiting ages.

Is there a way I can find what's going on? I've already been charged for the package though!!

Thanks in advance.

2 REPLIES 2
Townman
Superuser
Superuser
Posts: 22,725
Thanks: 9,446
Fixes: 151
Registered: ‎22-08-2007

Re: Broadband order delayed

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.

NB: If a user tells their existing supplier that they are leaving and that supplier places a cease on the line, Plusnet cannot process a new order until AFTER the line has been ceased.  That could lead to circa 14 days without an internet service.

 

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.

TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: Broadband order delayed

Hey @shrikant,

I'm very sorry to hear that there's been a delay. I've had a look over the account and I can see that there's an open support ticket on the account that will be updated with any news regarding the orders. This can be accessed here. If you run into any further issues, please let us know and we'll be happy to assist.

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