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Can someone tell me why my order is delayed??

claredscott001
Dabbler
Posts: 13
Registered: ‎19-10-2022

Can someone tell me why my order is delayed??

I was told my broadband is going live today.
I've had a text message just now saying my order is delayed? What is going on?

I am now without broadband! (Apart from on my phone which is slow) I am self employed, it is extremely important that my broadband is activated ASAP.

I am seeing online that there are many people that have had their order delayed, its really not good enough.

I've spent way too long on hold to try and find out why!

It's really not what I'd expect from a service in this day and age. It's so poor!

Who do I speak to regarding a complaint? My friend in the village recommended you. I really wish he hadn't bothered, and stuck with BT who I can speak to on the phone without being on hold for ages, no one has this amount of time to waste.

Such a disappointing start for a new customer.
9 REPLIES 9
Dan_the_Van
Aspiring Hero
Posts: 2,402
Thanks: 1,056
Fixes: 67
Registered: ‎25-06-2007

Re: Can someone tell me why my order is delayed??

Hi @claredscott001 

This may hold the answer to your question

https://www.cwu.org/btopenreachstrikeinfo 

 

claredscott001
Dabbler
Posts: 13
Registered: ‎19-10-2022

Re: Can someone tell me why my order is delayed??

My BT contract ceased yesterday, so it's not that!
Dan_the_Van
Aspiring Hero
Posts: 2,402
Thanks: 1,056
Fixes: 67
Registered: ‎25-06-2007

Re: Can someone tell me why my order is delayed??

Openreach are responsible for carrying out the work to transfer your connection from BT to plusnet.

Mustrum
Community Veteran
Posts: 3,550
Thanks: 1,053
Fixes: 76
Registered: ‎13-08-2015

Re: Can someone tell me why my order is delayed??

Did you speak with BT and cancel your contract, or let PN do it all?

claredscott001
Dabbler
Posts: 13
Registered: ‎19-10-2022

Re: Can someone tell me why my order is delayed??

Plusnet told me to speak to BT. I cancelled my contract through BT. It ended yesterday.

Have Plusnet given me incorrect info?
Tags (1)
Mustrum
Community Veteran
Posts: 3,550
Thanks: 1,053
Fixes: 76
Registered: ‎13-08-2015

Re: Can someone tell me why my order is delayed??

Quite possibly, if BT have put a cease on the line, then no other provider can place an order until the cease completes - assuming you have gone for a like for like service. However, if you are upgrading to full fibre, FTTP then it can be a matter of timing.

Hopefully a PN staff member will come along and investigate.

jab1
Legend
Posts: 16,653
Thanks: 5,252
Fixes: 246
Registered: ‎24-02-2012

Re: Can someone tell me why my order is delayed??

@Dan_the_Van  @Mustrum See https://community.plus.net/t5/My-Order/Broadband-Activation-date-was-yesterday-still-no-activation-t... Something is not right here - or we are not being told the full story?

John
Mustrum
Community Veteran
Posts: 3,550
Thanks: 1,053
Fixes: 76
Registered: ‎13-08-2015

Re: Can someone tell me why my order is delayed??

Thanks John, only spotted that after my reply. 

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,847
Thanks: 874
Fixes: 220
Registered: ‎27-04-2007

Re: Can someone tell me why my order is delayed??

Hi there claredscott001, sorry for any confusion here, I've checked your broadband order and that service is still due to go live today and can do at any time right up until 23:59 this evening. 

 

I'm sorry the communications we sent don't quite match up with that and please do get back to us if there's anything else we can help with.

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