Getting Totally Baffled Now
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Getting Totally Baffled Now
02-03-2018 10:01 AM
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Trying to move over to Plusnet from the Post Office, but now the latest notice from yourselves is....
"I can see the supplier have advised there is an open order with another provider on the line. I would kindly ask you to contact your current provider and ask them to remove this so we can place our orders"
What does this actually mean? dont you deal with everything to do with the change over? dont really fancy phoning the Post Office as they are rubbish!
Re: Getting Totally Baffled Now
02-03-2018 10:39 AM
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Did you tell Post Office you were leaving, they have probably placed a cease order on the line. PlusNet can't do anything about this, they are not allowed to cancel an order made by another provider, so you will need to talk to Post Office and find out what they have done and cancel any order they have placed. Best of luck.
Re: Getting Totally Baffled Now
02-03-2018 10:43 AM
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No not told the Post office anything, only contact with a net provider is with Plusnet through the internet 😕
Re: Getting Totally Baffled Now
02-03-2018 12:21 PM
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Welcome to the community forums @Witchy
Sorry to hear of the problems you're having with switching your service to us.
Unfortunately it looks like your current provider has placed a cease order on your broadband connection, which is preventing us from getting an order in place to takeover the line.
Would you be able to contact them to cancel this order?
Apologies for the inconvenience caused.
Re: Getting Totally Baffled Now
02-03-2018 12:35 PM
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If the OP has had no contact with the GPO, then one has to presume that someone at GPO took this action consequential to being advised of PNs take over intent?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Getting Totally Baffled Now
02-03-2018 12:41 PM
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How would the post office know? I never told them anything, not spoken to them in months
Re: Getting Totally Baffled Now
02-03-2018 12:53 PM
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There can be numerous reasons as to why a cease order might be placed onto a line.
Unfortunately we can't place an order until this is cancelled. When the cease order completes it's likely you'll lose service and might be without a connection whilst our orders are progressing.
Re: Getting Totally Baffled Now
02-03-2018 12:56 PM
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without net and phone, your kidding right, my husband is disabled and its his life line to the outside world, not happy, never had this problem changing to anyone before.
Re: Getting Totally Baffled Now
02-03-2018 1:05 PM
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Re: Getting Totally Baffled Now
02-03-2018 1:07 PM
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I just phoned the Post Office and they have said there is no cease order placed on their end
Re: Getting Totally Baffled Now
02-03-2018 4:13 PM
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@Witchy wrote:
never had this problem changing to anyone before.
But have you ever changed FROM GPO before? On the basis of what has been reported, this is a move AWAY FROM issue, not a MOVE TO issue. BTOR will not permit a working line take over where the current CP has outstanding orders on the line.
Right now if GPO own your line; they are the only people who can manage anything to do with EXISTING orders on your line.
@Gandalf - are you able to verify the CP tags on the line to confirm that it is the GPO? Are you able to find out the BTOR order ID to help @Witchy query the GPO?
Is it possible that digits have been transposed in the phone number and the line at the property and the one that the attempt to place the orders on are not the same?
I recall an occasion where I transposed two digits on an order and (because it was processed manually) did not get caught by the automated address / phone no location verification by BTw / BTOR. Is there any possibility that applies here?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Getting Totally Baffled Now
02-03-2018 5:52 PM
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are you able to verify the CP tags on the line to confirm that it is the GPO? Are you able to find out the BTOR order ID to help @Witchy query the GPO?
Unfortunately not. It isn't something we have visibility of. I've even contacted our suppliers and it's not something they can reveal to us.
I believe the current provider of the line *should* be able to find out more information.
Re: Getting Totally Baffled Now
03-03-2018 11:00 AM
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GPO? The GPO has not existed since 1969.
Re: Getting Totally Baffled Now
03-03-2018 11:16 AM
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OK - Post Office!
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Getting Totally Baffled Now
05-03-2018 10:03 AM
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I have phoned the Post office though and they have said there is no cease order placed or anything on their end
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