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I have ordered broadband and have received a text message saying the order has been delayed

gusharris
Newbie
Posts: 2
Registered: ‎25-01-2023

I have ordered broadband and have received a text message saying the order has been delayed

The text has no details about why the order has been delayed, or by how long.

I tried phoning, but just sat on hold.

Is there any way of getting som useful information about the delay?

3 REPLIES 3
Townman
Superuser
Superuser
Posts: 22,768
Thanks: 9,470
Fixes: 153
Registered: ‎22-08-2007

Re: I have ordered broadband and have received a text message saying the order has been delayed

@gusharris 

A warm welcome to the forum.  You do not say if this is FTTC or FTTP.  Try this generic guidance in the first place.

Delayed orders

There are a multitude of reasons why order processing might be reported as delayed and usually it is nothing to be too concerned about, but there are exceptions. The following are some of the common causes of orders being delayed...

  • The user told their existing supplier that they are moving and the consequential action by their existing supplier will prevent any new ISP placing orders to take over the service - this needs affirmative action with the existing supplier
  • The existing circuit to the property cannot be identified in BT Openreach's systems due to errors in their data - this can give rise to the need for special processes (ORDI and Bridge cases) with BTOR to correct THEIR data
  • Something was not quite right with the order raised by Plusnet - these are usually sorted quickly
  • BT Openreach do not have engineering resources available in the usual timeframe

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.

NB: If a user tells their existing supplier that they are leaving and that supplier places a cease on the line, Plusnet cannot process a new order until AFTER the line has been ceased.  That could lead to circa 14 days without an internet service.

 

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.

gusharris
Newbie
Posts: 2
Registered: ‎25-01-2023

Re: I have ordered broadband and have received a text message saying the order has been delayed

@Towman

Thanks for the reply, there does appear to be some movement regarding the order.

Seems to me that the text should just have a little information included, rather than the complete lack of detail.

We'll see how it goes over the next few days.

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,878
Thanks: 1,493
Fixes: 478
Registered: ‎01-01-2012

Re: I have ordered broadband and have received a text message saying the order has been delayed

Hi @gusharris

I'm really sorry for how long it's taken to get back to you. We've been quite busy recently so it's taking longer than we'd like to reply.

It looks like the orders failed due to the way your address was formatted. I've corrected this now and resubmitted the orders for you.

There should be a further update in the next 24/48 hours

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