Home phone order cancelled but router dispatched
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Home phone order cancelled but router dispatched
02-11-2017 9:46 PM
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Re: Home phone order cancelled but router dispatched
03-11-2017 3:09 PM
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Hi there and I'm sorry to hear things aren't going to plan.
I can see the order we placed was cancelled by your current provider.
I'll get the order replaced for you now and I'll update your ticket soon.
Sorry for any inconvenience caused.
Re: Home phone order cancelled but router dispatched
06-11-2017 10:15 PM
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Re: Home phone order cancelled but router dispatched
08-11-2017 3:43 PM
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It looks like your order was cancelled by your current provider again.
It might be worth giving them a ring and ask them to let the transfer go through the next time we place it?
Re: Home phone order cancelled but router dispatched
08-11-2017 4:51 PM
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Re: Home phone order cancelled but router dispatched
08-11-2017 4:52 PM
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I'll replace the orders again for you, but if your existing provider cancels it again it may be worth ringing them one more time and ask them to check the Openreach systems for the orders we've placed.
Re: Home phone order cancelled but router dispatched
08-11-2017 4:54 PM
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In addition, mind PMing me your full address and who your current provider is?
I'd like to dig a bit deeper into this before I replace order, incase there's a records issue somewhere.
Re: Home phone order cancelled but router dispatched
08-11-2017 5:04 PM
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Re: Home phone order cancelled but router dispatched
08-11-2017 5:09 PM
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Thanks for your PM.
So the provider that cancelled our orders doesn't appear to be your provider. This indicates that another persons line seems to be registered to your address, and your line registered to a different address.
Short of placing an order at every address at your postcode in the hope we find the right one (which isn't something we will do), your current provider needs to submit an ORDI [OpenReach Data Integrity] robot to update the records.
Once the ORDI is complete and the records are updated, we'll then be able to takeover your line.
Sorry for the inconvenience caused.
Re: Home phone order cancelled but router dispatched
08-11-2017 5:29 PM
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Me again. Looking at this again, I can see the address we were given on the account slightly differs to what you provided me over PM. Please can you confirm your full address by replying to this ticket here?
Thanks.
Re: Home phone order cancelled but router dispatched
09-11-2017 12:40 PM
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I'm just popping back on here to let you know I've replaced the order for you at your address now.
We'll confirm your new activation date soon and I'd expect your current provider to send you notification too.
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