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Going round in circles with broadband order

RAJM1
Newbie
Posts: 1
Registered: ‎12-02-2023

Going round in circles with broadband order

I ordered broadband from Plusnet on the 16th January 2023. Shortly afterwards, I received a message notifying me that there was a problem with my order as there was an 'incompatible product' on my phone line.
Until September 2022, I was an employee with Openreach Ltd and was on their employee broadband with BT. When I left employment with Openreach, BT cancelled the employee broadband and I have not paid or had any broadband service since.
On being told their was an incompatible product on my line, I rang BT as advised by Plusnet to check whether there was any active service on my phone line preventing an order for broadband by Plusnet. They said there wasn't any service on my line and that Plusnet need to contact BT Wholesale and have a 'tag' or 'marker' removed from my line to allow the Plusnet order to be placed, I am assuming this is something to do with me previously being on the employee broadband with BT and is some sort glitch with the system. I have informed Plusnet of this over the phone and through the ticket that was raised to get the order placed but I am then repeatedly told there is an incompatible product on my line and that the order needs to be cancelled a re-submitted. This has happened twice now and I am going round in circles. No one seems willing to look further into this issue and I'm not getting anywhere. Would somebody be able to pick this up and resolve my issue please?
6 REPLIES 6
MisterW
Superuser
Superuser
Posts: 15,029
Thanks: 5,674
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Registered: ‎30-07-2007

Re: Going round in circles with broadband order

They said there wasn't any service on my line and that Plusnet need to contact BT Wholesale and have a 'tag' or 'marker' removed 

You would have thought that BT would have called BTw to get the tag removed, its their tag after all! I'm not sure if Plusnet can a tag removed that they didnt place ?

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.

Mustrum
Community Veteran
Posts: 3,572
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Registered: ‎13-08-2015

Re: Going round in circles with broadband order

Unless it is in a stop sell area! Sight of the results of a BTW DSL Checker may give some clues.

MisterW
Superuser
Superuser
Posts: 15,029
Thanks: 5,674
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Registered: ‎30-07-2007

Re: Going round in circles with broadband order

@Mustrum possible, but 'incompatible product' is usually caused by a tag on the line.

Stop sell should prevent the order being placed at all

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.

Mustrum
Community Veteran
Posts: 3,572
Thanks: 1,063
Fixes: 77
Registered: ‎13-08-2015

Re: Going round in circles with broadband order

Then it wound need the benefits team, rather than a general BT Consumer call to get resolved. There used to be a lady near Manchester who dealt with internal stuff, but a quick search in my contacts failed, must have deleted it. Most likely covered by some internal gateway app - might need some help from a former colleague to find the right team. 
Or order a new line/number.

 

Mr_Paul
Seasoned Pro
Posts: 588
Thanks: 202
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Registered: ‎07-06-2022

Re: Going round in circles with broadband order

@RAJM1 

I worked for "big" BT until I retired just over 2 years ago. At the time all "Employee Benefits" were being dealt with by email only, (in India).

 

I can't find any record of it now, but the email address was something like employeebenefits(at)bt.com

 

You could also try posting in the BT Community Forums:      https://community.bt.com

 

 

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,884
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Registered: ‎27-04-2007

Re: Going round in circles with broadband order

Hi @RAJM1 

 

I've sent you a PM, please reply back with your username when you can.

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