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Order cancelled day before activation

aaronw
Newbie
Posts: 1
Registered: ‎19-01-2023

Order cancelled day before activation

Hi just received email to say my order has been cancelled day before activation, and received router yesterday  

 

Help please?

2 REPLIES 2
Townman
Superuser
Superuser
Posts: 23,003
Thanks: 9,591
Fixes: 160
Registered: ‎22-08-2007

Re: Order cancelled day before activation

Hi @aaronw 

A warm welcome to the forums.  You do not say what kind of order this is. FTTC or FTTP.  The following generic advice might help you find out what is happening...

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.

 

The fact that you have received your router suggests that the installation date was confirmed.  If this is FTTP I would suspect that this is an INSTALLATION cancellation due to BTOR engineering resource shortages.  In which case, the following should apply.

Ofcom Automatic Compensation Scheme

Plusnet is signed up to the Ofcom Automatic Compensation Scheme - see Automatic Compensation FAQs. Plusnet will pay you automatic compensation in the following circumstances:

  1. Delayed activation of your broadband and/or landline service
  2. Delayed repair following a total loss of service
  3. Missed appointments

For compensation to be paid (as a credit to your account), you must have a CONFIRMED date for the failed activity. 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.

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,874
Thanks: 882
Fixes: 221
Registered: ‎27-04-2007

Re: Order cancelled day before activation

Hi @aaronw, I'm sorry your order got cancelled, especially so close to the activation date, I'd be really disappointed if that happened to me.

 

I've just checked over your account and can see our provisioning team is already on the case and we've escalated the issue with our suppliers. 


We should have an update within the next day or two and everything has been documented on your account here: https://www.plus.net/wizard/?p=view_question&id=230802182
 

Adam

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