cancel
Showing results for 
Search instead for 
Did you mean: 

Checking your line: We've found a potential problem...

bigbigbigfamily
Newbie
Posts: 3
Registered: ‎06-07-2023

Checking your line: We've found a potential problem...

I placed my broadband order a few days ago and before I placed my order, I confirmed with the online chat agent my address can activate the service within 3 days, so I chose my the activation date on 7th July which is tomorrow, but now I'm still waiting for my router delivery and also I saw the order stopped in "We've found a potential problem. We'll look into this and will be in contact with you shortly." so is my order still progressing or is there something further steps I should do?

Thank you very much.

4 REPLIES 4
Townman
Superuser
Superuser
Posts: 23,294
Thanks: 9,783
Fixes: 162
Registered: ‎22-08-2007

Re: Checking your line: We've found a potential problem...

Hello,

A warm welcome to the forums.

Are you migrating from another supplier at the same address or taking over a stopped line at a new address?  "can activate the service within 3 days" suggests taking over a stopped line.

If this is a migration, due to Ofcom regulations, there is no way that a live service can be migrated under 10 days.

If the line is active from a previous occupant, then there is the possibility that their provider has a service cease notice on the line - if that is the case, no new supplier order can be raised against the line until the old service stop date is reached.

If there is no service on the line ... there is every possibility that BT Openreach has scavenged the line to repair that of another consumer, thus there is no line fully connected to the property.

What did you order?

  • FTTP
  • FTTC + PTSN telephone
  • FTTC without telephone (SOGEA)

If a new FTTP install then for sure there is no chance of a 3 day activation ... however, if there is already an ONT installed ... there are known issues with BT's business systems which suggest that a new ONT installation is required ... which is not correct.

Thus advice (from community members) needs more detail from you.  You should be able to find out the detail of the issue by logging in to the user portal and then click the PN Tickets button below.

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
Posts: 8,962
Thanks: 1,570
Fixes: 481
Registered: ‎01-01-2012

Re: Checking your line: We've found a potential problem...

Morning @bigbigbigfamily 

I'm sorry to hear this has happened.

Unfortunately, it looks like the delay was due to a conflicting open order.

I can see the order has been replaced and our Customer Advocates team now have ownership of this for you.

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

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
bigbigbigfamily
Newbie
Posts: 3
Registered: ‎06-07-2023

Re: Checking your line: We've found a potential problem...

Hello Townman,

Many thanks for your detailed reply.
Plusnet support team has already contacted me regarding my order, hopefully my case will be settled soon. Thanks a million. Smiley
bigbigbigfamily
Newbie
Posts: 3
Registered: ‎06-07-2023

Re: Checking your line: We've found a potential problem...

Hi Matthew,

Thank you very for your message.
Yes, your staff has given me more information regarding my order, and I will keep checking my order status and have a further discussion with you team.
Thank you very much.