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Order Not Being Processed??

alibaener
Newbie
Posts: 1
Registered: ‎29-11-2022

Order Not Being Processed??

Placed broadband order 22nd November.
Paid first month, received email
Had nothing since!?!

When will this be completed!!
1 REPLY 1
Townman
Superuser
Superuser
Posts: 22,722
Thanks: 9,446
Fixes: 150
Registered: ‎22-08-2007

Re: Order Not Being Processed??

Hello @alibaener 

A warm welcome to the forums.  The answer to your question is "It depends...!!".

What is the nature of the order?

  • You are migrating an (working) existing service to Plusnet?
  • You are taking over a non-working line?
  • You are taking over a working line in another property (think house move)?
  • You have ordered a new FTTP service?

Different orders will take different times, depending on the nature of the order.

  • FTTP installations in some areas have protracted provisioning times consequent to BT Openreach engineering industrial action
  • Working line take overs can be delayed due to the existing subscriber having told the supplier that they are leaving

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.

 

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.

 

The initial payment you have made is held on account until the service is commissioned; the next bill will become payable one month later ... so though you have paid in advance, you are not paying for something you are not receiving.

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.