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My order progress

CaptainMorgain
Hooked
Posts: 5
Registered: ‎17-12-2022

My order progress

Hi Everyone,

I've not had my order completed.

I'm still connected to the internet through Sky.

Could someone please give me an update on my order please.

I'm happy to reply with any questions.

 

Thanks.

9 REPLIES 9
jab1
Legend
Posts: 17,432
Thanks: 5,678
Fixes: 260
Registered: ‎24-02-2012

Re: My order progress

@CaptainMorgain Welcome to the forums. When was the order first placed, and what  information, if any, have you received from Plusnet?

John
CaptainMorgain
Hooked
Posts: 5
Registered: ‎17-12-2022

Re: My order progress

Hi John

Order was placed on 2nd Dec 2022.

I've had to contact plusnet about amending my address after sign up.

All the emails I've had is the following.

Contract summary & pre-contract info.

Direct debit been submiited.

Welcome to Plusnet.

Confirmation of hardware.

 

Nothing else.

jab1
Legend
Posts: 17,432
Thanks: 5,678
Fixes: 260
Registered: ‎24-02-2012

Re: My order progress

OK. Have you checked for any open or closed tickets on your account?

Also, note that because you are transferring from an LLU provider, who will have their own equipment in exchanges, the switch will take longer as it involves physically moving your line back to the BT/OR equipment therein, and OpenReach have been blighted by a series of strikes, meaning they are way behind with work.

John
CaptainMorgain
Hooked
Posts: 5
Registered: ‎17-12-2022

Re: My order progress

How do I open a ticket?
The switchover was booked for Fri 16th.
jab1
Legend
Posts: 17,432
Thanks: 5,678
Fixes: 260
Registered: ‎24-02-2012

Re: My order progress

You cannot 'open'  a ticket, the only options are to ring in, or wait for a Help team staffer to pick this topic up.

If you mean 'how do I view tickets', log into your account, then click this link: https://www.plus.net/member-centre/login?p=search

John
CaptainMorgain
Hooked
Posts: 5
Registered: ‎17-12-2022

Re: My order progress

Ok thanks.
I don't have any open tickets.
& waiting on the phone for 45 or more minutes isn't really possible.
Can I get in contact with a staffer team member myself?
jab1
Legend
Posts: 17,432
Thanks: 5,678
Fixes: 260
Registered: ‎24-02-2012

Re: My order progress


@CaptainMorgain wrote:

Can I get in contact with a staffer team member myself?

No, they only respond to topics/posts on here.

John
Townman
Superuser
Superuser
Posts: 23,261
Thanks: 9,766
Fixes: 162
Registered: ‎22-08-2007

Re: My order progress

Check the CLOSED tickets - they will indicate what has been happening. If you needed to revise address details, there is a fair possibility that BTOR records are in a mess requiring ORDI updates … which BTOR require ISPs to raise to fix BTOR’s internal databases!!

Sadly ORDIs are not always successful and bridge cases are required (sometimes several) … and not fit for purpose BTIR take at least 48 hours per case.

Currently with their belligerent industrial action we are effectively back in the worst days of pre BT GPO telephones days!!

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.

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,891
Thanks: 885
Fixes: 221
Registered: ‎27-04-2007

Re: My order progress

Hi @CaptainMorgain! Sorry that you've not been given a transfer date yet, I've just checked on this for you and it's due to go through on 9/1/23 - Adam

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