My order
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Order
- :
- My order
My order
10-07-2018 11:46 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi there,
I signed up with Plusnet last week (Thursday), and yesterday I got the following mail:
"We have received an update on your order we will provide detail shortly
**INTERNAL**
The following KCI message has been received from our suppliers:
Error:9545:The order has been rejected or cancelled as the linked Broadband order failed.,Error:501:Order Rejected
Kind regards,
Plusnet Support"
Do you know what's going on there? Apparently at order tracker the order is still progressing...
Cheers!
Re: My order
10-07-2018 1:30 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @rubensis,
A warm welcome to the forums.
This is the kind of internal process message which can arise when BT Openreach and BT Wholesale systems cannot match the phone line order to the broadband order … the BT systems just unilaterally reject / cancel the order. Plusnet then need to pick up the pieces and process the orders manually - unfortunately adding delay as the whole 10 day Ofcom dictated process wait time has to be restarted. It would be so much simpler (and helpful to users) if the BT systems simply raised a query rather than trashing the whole process.
You raising it here will ensure that it gets dealt with soon.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: My order
10-07-2018 1:39 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @rubensis, thanks for getting in contact.
I am sorry for the problems you have encountered with the activation of your services. I can see the order we had in place did unfortunately reject on our supplier systems. As mentioned above unfortunately the phone order and the broadband order did not match up correctly and therefore cancelled on the supplier applications.
I have gone ahead and replaced the order for you, an email notification will be sent to you shortly in relation to the orders and we will confirm your activation date within the next 24-48 hours I do apologise for the inconvenience this has caused.
If you need any further assistance, don't hesitate to let us know.
Re: My order
12-07-2018 5:15 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi there, apparently now the issue is that there is no fibre service in my area, so you guys gave me couple of options, either downgrade to unlimited broadband or cancel the order, I´d like to go ahead downgrading, but there is no way to get in contact with the costumer service via phone, there is a constant queue!!!
Re: My order
12-07-2018 5:35 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @rubensis,
I'm sorry to hear about the lack of Fibre availability.
Please accept our sincerest apologies for the call queue with customer services but this isn't the department you need to speak to.
Please contact our Customer Options Team on: 0800 013 2632
Opening Hours:
Monday - Friday 8AM-8PM
Saturday - 9AM-7PM
Sunday - 9AM-6PM
Thank you.
- Ollie
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page