cancel
Showing results for 
Search instead for 
Did you mean: 

My broadband order stuck on checking my line we have found a potential problem

FIXED
stevenmould
Newbie
Posts: 3
Registered: ‎17-11-2022

My broadband order stuck on checking my line we have found a potential problem

Hello I had an email saying there was a problem with processing your broadband order.  when i check on my account it says there's a problem with checking my line. This is my first time trying to get broadband so maybe I did something wrong when ordering. Is there something I have to do? 

5 REPLIES 5
jab1
Legend
Posts: 16,592
Thanks: 5,217
Fixes: 245
Registered: ‎24-02-2012

Re: My broadband order stuck on checking my line we have found a potential problem

@stevenmould No, you did nothing wrong. This response is typical if something is potentially wrong, either with the physical line, or even with the details for your circuit. Has there ever been a broadband connection at the property?

John
stevenmould
Newbie
Posts: 3
Registered: ‎17-11-2022

Re: My broadband order stuck on checking my line we have found a potential problem

Im not sure if there has been a connection there before. I have just recently moved in. 

jab1
Legend
Posts: 16,592
Thanks: 5,217
Fixes: 245
Registered: ‎24-02-2012

Re: My broadband order stuck on checking my line we have found a potential problem

OK. Your best bet is to call in, as early as possible after 8 A.M. tomorrow.

John
stevenmould
Newbie
Posts: 3
Registered: ‎17-11-2022

Re: My broadband order stuck on checking my line we have found a potential problem

Ok thank you ill do that 

Townman
Superuser
Superuser
Posts: 22,725
Thanks: 9,446
Fixes: 151
Registered: ‎22-08-2007

Re: My broadband order stuck on checking my line we have found a potential problem

Fix

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.

 

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.