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Order delayed a month

Posts: 1
Registered: ‎10-03-2023

Order delayed a month

I ordered my broadband (FTTC) at the end of January with original activation date of 17th Feb and it keeps getting delayed to 'complex external work' - never any more detail than that. Just get told to be patient and wait. Next review date is 17th March - ridiculous!!
Posts: 22,370
Thanks: 9,238
Fixes: 148
Registered: ‎22-08-2007

Re: Order delayed a month

Is this a new installation?

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.


Very often ISPs have no more information that what you have been given.  BT Openreach are often sparse or coy about issues and will not provide a progress report until they say they will provide a progress report, so there is zero point an ISP doing a chase before the next review date.  BTOR somewhat still seem to act as though they are nationalised!

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.