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My order

sc3
Hooked
Posts: 5
Registered: ‎20-12-2022

My order

I signed up on the 24th November and as 20th December still nothing no connection of any kind just silence from plus net why? it’s impossible to ring up last time I was on hold for 120 minutes come on plus net just behave like you advertise yourself
2 REPLIES 2
Townman
Superuser
Superuser
Posts: 23,211
Thanks: 9,725
Fixes: 162
Registered: ‎22-08-2007

Re: My order

Hi @sc3 

A warm welcome to the forums.  The strike action by BT Openreach workers has caused no end of issues, backlogs and delayed installations ... driving a lot of users to the support desk.  What grade of service have you ordered - FTTC or FTTP?  There is a significant backlog on FTTP installations by BT Openreach.  These two general guidance notes on delayed orders might assist you ... without needing to get through to someone on a telephone.

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.

 

FTTP Order installation delays

In most instances FTTP installations will require two BT Openreach engineer visits...

  1. Install the fibre from the distribution block to the outside wall of the property, either overhead or underground
  2. Install the fibre from the outside of the property to the inside of the property to the location of the Optical Network Termination (ONT) unit

The fibre network is far from being fully established and in some cases specific engineering activities will be required for some installations. These circumstances are covered in Plusnet's T&Cs as follows...

Openreach Survey: In some cases, BT Openreach have to carry out a survey before they can connect a home to Full Fibre. To do this they may need access to your property. If they do we'll contact you to arrange a suitable time. If additional work is required, this may take longer than the initial set-up time provided and there could be additional costs. Our team of specialists will contact you to confirm what additional work is needed and how long this will take, usually within four weeks from the date your order was placed. If you don't want to proceed with your upgrade based on this, you will be able to cancel your order and no charges will be applied to your account.

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.

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,928
Thanks: 1,537
Fixes: 480
Registered: ‎01-01-2012

Re: My order

Hi @sc3

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.

Unfortunately, as our suppliers are installing a completely new line with no previous infrastructure this can take some time to be done

Due to it being a bank holiday today our suppliers aren't open but we'll chase this up for you tomorrow when they are and we'll let you know more 

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