Order Cancelled For Some Reason

[#1]

Hi,

I ordered my broadband package on Saturday 4th. I then got a text message and email to say that my "Home phone service should be ready on 21/01/2020." However, just 8 minutes later, I got an email with the subject line "Home Phone - Order cancelled". This email went on to say: "We can confirm that your order for Home Phone has now been cancelled."

I am moving into a new property on Saturday 11th January, and my new broadband package is for this property. No broadband is included in the rent, hence why I have signed up to Plusnet. I was promised a £75 cashback reward, and my friend who has also signed up today has since named my username in the reward system, giving my new package (£21.99 a month, 12 month fibre optic) a monthly discount. I would just like someone from Plusnet to confirm that I will still be receiving my broadband package, as well as the £75 cashback and monthly referral discount, and that none of this has been cancelled.

If it has been cancelled, may I ask why? I have done nothing to cancel it myself and the first direct debit has gone out of my account. What can I do to uncancel it? I just want my broadband to be sorted ASAP, and I must admit that this has not been the most encouraging of starts from Plus Net.

Thanks,

Oliver 

[#2]

Hi @oliverwilko,

I'm sorry you're having issues with your orders. 

Initially just to settle your mind regarding the cashback you'll still receive this as long as the account goes live. The account type, service and deal you've selected will stay the same. They're attached to the account status not the order status. Your friends referral is also showing there - again pending until the account goes live. 

I've had a look at the order that you've received the cancellation email about. It looks like, at the premises you're moving into, there's a working line which we've tried to take over. Who ever the current service provider is cancelled our request to take over the service which prompted the email. We've replaced the orders today and will check them again tomorrow to make sure everything is moving as expected. If not we're going to do a new install for you (free of charge) to get an engineer to do the install (the current service provider is not on the BT Network so it's a bit more difficult to take the line with ease).

I'll check it again when I'm in tomorrow just to make sure everything is good to go, any issues I'll let you know, and we'll place the new line install instead of the transfer and get it installed, likely sooner than the current expected transfer date. 

[#3]

Hi @JOLO,

Just got an email to say the second order has been cancelled. Do you know when the technician will be coming round to complete the install?

Thanks,
Oliver

[#4]

Hi @oliverwilko,

Thanks for letting me know. Was just in the process of placing the orders for you but can you confirm a couple of things for me. I've just updated this ticket (which should have emailed you), if you can pop the information on there for me and let me know here and I'll get everything sorted and confirm the date once Openreach have confirmed. 

[#5]

Hi @JOLO. Thanks for your quick response. I have put the information you require on the ticket - let me know if you need anything else from me. Do you know when you'll have a confirmed date please? Thanks for all of your help.

[#6]

Thanks @oliverwilko,

That's all been placed. I'll be able to give you the date/timeslot tomorrow at some point. I'll be back in touch tomorrow. 

[#7]

Hi @oliverwilko,

Everything's booked and confirmed and I've updated the confirmation onto that ticket, and sent an email. Let me know if you have any further problems. 

[#8]

Hi - I have updated the ticket as new information has been provided to me by the landlady.

[#9]

@JOLO I would like an update on this please. I have received an email saying that my router should be with me in 3-5 working days, yet I was told my broadband would be completed sorted by 16th. I need an update on this so I can make suitable arrangements with work (I require broadband to work remotely) and with the delivery of the parcel (I need to be in to receive the parcel).

[#10]

Hi - I've waited 4 days for a response and not heard anything back. I've also tried phoning and been told I'll be on hold for 20 minutes. All I'm looking for is:

- When my broadband router will be delivered.

- Whether I still need a technician.

- When my broadband will be going live.

Thanks.

[#11]

@JOLO Will the technician still be coming round tomorrow? I need to make arrangements if so. I haven't received my router yet, nor have I received any response from Plus Net. I'm left very confused as to where I stand with this and appear to be getting blanked. If this is how you treat new customers, I'm a little concerned as to how you treat existing ones... If no broadband is installed by the end of this week, I'm left with no choice but to activate the 14 day cancellation.

[#12]

Hi @oliverwilko I'm sorry to see you're experiencing problems with your order. While I understand the frustration and it's your decision if you want to cancel your order to be honest it's unlikely to get you up and running any quicker.

I can see both our attempts to takeover the existing line at your address have been cancelled by the current provider of your property so Joe placed an order to install a new line waiving the usual engineering fee of £49.99.

This was booked for tomorrow morning between 8am and 1pm.

From reading the latest notes you've put on your ticket it looks like the address we were provided was incorrect which is likely the reason why our orders were cancelled because we've been trying to take over a line at the wrong address.

As @JOLO is on annual leave I've discussed this with a colleague @MatthewWheeler and I've cancelled the order to install a new line because it's likely the engineer won't be able to fulfil it due to the address being incorrect.

I've checked the line records at your actual address you've provided and I can see there's a stopped BT line there so I'm getting an order placed to reactivate this which will go through within 1 working day.

Once the line is reactivated I'll then place an order to provide fibre broadband on the line which will take 5 working days although it may get delayed depending on engineer availability to carry out work at the cabinet (The green box in the road) No engineer visit will be needed as this work can be completed externally.

Finally as I can see we've dispatched your router yesterday I'm getting the router re-ordered to your correct address now.

I hope this helps clarify things.

[#13]

So I'm a little confused. My router was dispatched a few days ago; when will I receive it and when will I bale to go online? I share a post box with the other flats in the building so the router will get to me even if it's addressed without the flat number. I've just received two emails to say my order has been cancelled, as well as another one with a new order and another one to say my home phone service should be available on 15/01/2020. I work remotely using broadband and just need to know when I'll be fully online. Thanks.

[#14]

Hi @oliverwilko Apologies for the confusion, your router was dispatched to the incorrect address so I've ordered you a new one as I figured it's likely that router won't reach you as a result of that, however if you do receive it that'd be good. I'll keep the second router on order just in case you don't, we'll be happy to send a returns bag if you get two in the end.

Your service won't work until broadband has been enabled on your line at the cabinet. If your phone line goes live today then we should be able to place your broadband order either today or tomorrow and once it's committed to a completion date we'll be in a position to advise when your service will go live.

I'm afraid I'd be unable to advise when this will be before then because we haven't been provided this information by our suppliers yet as your phone line isn't active and we're not able to place your broadband order yet on the line.

[#15]

I've now received a text and email to say my "home phone service is ready to use". Does this make a difference?