Order cancelled by Openreach

[#1]

Hi,

I've seen a potentially similiar issue may have been resolved today so figured I'd try my luck too.

I'm a Sky/Now customer trying to switch, I submitted an order on 2 September with an activation date of 7 September.

12 days and multiple questions later I seem to just be seeing an endless loop of "We are awaiting an update from our suppliers for why the order keeps getting cancelled".

I've raised a complaint on 10 September, which appears to at least be getting someone to look at my order every workday instead of putting it on hold for 3-4 days, but nothing new seems to be happening.

Anyone able to assist in getting a staff member to reach out privately please and I'll share the relevant question/ticket numbers.

As an aside, I'm guessing everyone that gets a "question" raised by staff is also privvy to seeing all of the internal messages that go on? That bit has at least been amusing to follow and teach me some new acronyms.

Thank you in advance if anyone is able to assist in getting me support.

[#2]

Question: Did you cancel the service with Sky / Now?  If yes, that probably explains what’s being experienced.  Also a  good while ago there was a spate of Sky unilaterally cancelling other ISP’s line take over orders.

There are a host of other reasons which give rise to repeated BTOR order cancellations, usually connected to address mismatches between how an address is put into the ordering system … and how it is known to BT Openreach.

Has there ever been more than one line to the property.

[#3]

No cancellation from myself luckily, just the automated one that triggered when I placed the order with Sky/Now. Still have the working line with them fortunately.

Yes to multiple lines unfortunately, and guessing that's the issue, as I'm in a block of flats. Unamusingly suspect the reason I went for Plusnet might also be why it's a nightmare, spotted someone else's WiFi was with Plusnet so figured it'd be an easy switch.

My only other guess is Openreach say they're "working in the area currently" on Full Fibre, but FTTC, which I'm on, is supposed to still be available to order.

Cheers for the reply and have a nice evening.

[#4]

@Marsh 

Any chance you can take a look at this case please?  Repeated BTOR order cancellation has hints of ORDI issues or silver key circuits at the same address, seen before.

[#5]

Thank you

[#6]

Hi @DeeInLimbo 

Thanks for coming to the community. 

You've done the right thing reporting this to our complaints team. They will continue to keep you updated as your case progresses. 

Please keep us posted with how you get on. 

Leanne.

[#7]

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@DeeInLimbo wrote:

As an aside, I'm guessing everyone that gets a "question" raised by staff is also privvy to seeing all of the internal messages that go on? That bit has at least been amusing to follow and teach me some new acronyms.

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The progress (if any) in the ticket system is probably the best source of clues as to what is happening ... the reason for the cancellation ought to be decodable from the back and forth updates.

[#8]

The tickets have been strange unfortunately, saying my address isn't copper served in the system, then someone investigating and confirming it was, then the next order failing with the same "not copper served error". The person allocated to the complaint at least spelt it out to me that:

"the root cause appears to be an issue between the address records and our supplier's systems. As a result, any orders currently being placed are unfortunately being rejected."

It just seems maddening that 2 weeks later something that sounds like an easy fix hasn't progressed but least I'm not broadband less while I wait I guess.

Cheers again for the replies and hope you have a nice evening.

[#9 · Accepted solution]

Quick one before I mark this as complete
I had a text message from Sky to say an order with them was preventing the switch, but they wanted me to call to cancel that 😕

Called them, someone unhelpfully tells me the notes on their system show no orders and I need to contact my new supplier to proceed. Have I done that etc. Sigh.

Messaged my complaint handler to flag the Sky update and how it might now progress. Success.

I think I've essentially caused the delays myself as I do remember trying to be cheeky and try going from Sky to Now, thinking they might still treat me as a new customer, but it just told me I already had an account. I never had that same automated spam from Sky by email and text as soon as I'd started this Plusnet order.

Anyway, progress made, Openreach have even messaged me this evening with an appointment to install full fibre it seems next week.

Thanks again for the replies