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Order cancelled!

FIXED
lw658
Newbie
Posts: 2
Registered: ‎07-01-2022

Order cancelled!

Was looking forward to coming back to Plusnet on the 18th January but suddenly out of the blue this evening received an email to say Home Phone - Order Cancelled, I phoned customer services and was told that Openreach cancelled it with no notification and apparently with no reason.  Also, when I placed the order it wouldn't go through so I was told (by the Chat person who I'd been messaging) to take out my phone number this worked but now I've been told by the Adviser this evening that he's tried to retain my phone number but it won't accept it so I'll have to have a new one if Openreach actually allow me to transfer of course. 

Can anyone explain why Openreach suddenly cancelled this transfer, I've never had problems like this before and I'm now worried it's going to happen again.

3 REPLIES 3
Townman
Superuser
Superuser
Posts: 20,959
Thanks: 8,449
Fixes: 113
Registered: ‎22-08-2007

Re: Order cancelled!

There are a number of possibilities ranging from the phone number still being in Plusnet’s business systems from your previous account through to issues with BT’s business databases. This will need one of the social team to take a look at the details behind the order cancellations / failures.

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.

lw658
Newbie
Posts: 2
Registered: ‎07-01-2022

Re: Order cancelled!

I've now been given a date a week after the line should have transferred over so will see if it goes through this time, I'm still annoyed that Openreach can just cancel the transfer without giving any reason or notification though.  

TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: Order cancelled!

Fix

Hey @lw658,

I'm really sorry to hear that this has happened. I haven't been able to locate your account today, but if there's anything that we might be able to help with at this point (or throughout your contract with us) then please don't hesitate to send me a Private Message with your username attached and we'll be happy to assist Smiley

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