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New order issues

lilyrose2019
Browser
Posts: 2
Registered: ‎27-12-2018

New order issues

Hi, I placed an order for braodband, migrating from EE.
Today when I check the order status it says "Checking your line We've found a potential problem on your telephone line. We'll look into this and will be in contact with you shortly."
However when I check the order status it says:
"
There's been a problem progressing your broadband order. We'll get some more information on the problem and update this ticket with details as soon as we have them.
[internal note]
Order has been cancelled. Please check Install Diary and resubmit order once issue is resolved.
"
The 'order has been cancelled' bit is the thing that concerns me. Although I can see this is an internal message I just wanted to make sure the order would still get progressed.

Any help would be appreciated as I am now worrying I have lost the first month's payment and upfront fees.
TIA
6 REPLIES 6
OllieC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 799
Fixes: 46
Registered: ‎23-01-2018

Re: New order issues

Hi lilyrose2019@,

 

I'm really sorry that you haven't hear anything in more detail regarding your orders.

 

I have updated your ticket and completed some manual work on your account.

 

Your ticket can be tracked here

 

Please let us know if we can be of further assistance.

 

Your router will be with you in the next 2-3 working days.

 

Thank you.

JASmith
Newbie
Posts: 3
Registered: ‎11-12-2018

Re: New order issues

Hi there, I requested a super fast fibre upgrade on December 15th, and was told that it would go live on Dec. 21st. I’ve received the router and set it up but the fibre connection hasn’t been activated yet. Could you let me know when I can expect it to activate? Thank you, Jamie 

Dumbledore
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 638
Fixes: 34
Registered: ‎06-08-2018

Re: New order issues

Hello @JASmith 

 

I am deeply sorry to hear you have not received your live date on your Fibre Broadband installation.

 

I have responded to your query via a ticket. You can view this by Clicking Here

 

Should you require any further assistance, please do get back in touch with us.

 

Best wishes.

JASmith
Newbie
Posts: 3
Registered: ‎11-12-2018

Re: New order issues

Hi there, thank you for the very quick reply, and for clarifying the connection date.

Best wishes,

 

Jamie

Dumbledore
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 638
Fixes: 34
Registered: ‎06-08-2018

Re: New order issues

Hello @JASmith

 

No problem. I am pleased I was able to help.

 

Please do get back in touch with us, if you need any further assistance.

 

Many thanks.

Mav
Moderator
Moderator
Posts: 21,511
Thanks: 4,393
Fixes: 501
Registered: ‎06-04-2007

Re: New order issues

Moderator's Note(s)

Thread moved from Fibre Broadband to My Order.

Forum Moderator and Customer
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