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Order delayed again and again

helensand86
Newbie
Posts: 2
Registered: ‎09-08-2023

Order delayed again and again

Hi,

Anyone had loads of issues with their order being delayed. Nothing complicated, simple line switch when I moved into a new property, due to go live 28/07 and as of yet I am still waiting. Now I am told I will not receive another update until 15/08.

How long does this line switch and activation normally take?? Am I better cutting my losses and trying a new ISP?

I work from home half of the week and it is costing me a fortune in data for a 4G Wifi box.

Any advice on how to tackle this would be appreciated as I am getting absolutely nowhere with the awful customer services! 

5 REPLIES 5
MisterW
Superuser
Superuser
Posts: 15,260
Thanks: 5,852
Fixes: 416
Registered: ‎30-07-2007

Re: Order delayed again and again

Nothing complicated, simple line switch when I moved into a new property, due to go live 28/07 and as of yet I am still waiting. Now I am told I will not receive another update until 15/08.

@helensand86 welcome to the forums. Have customer services given any explanation for the delay ?

Did the property have previous residents ? and if so have they cancelled their broadband ? I ask because if they have , it will have put a 'cease' on the line which prevents any ISP placing an order until the cease completes.

You may find further information in 'questions'(tickets) on your account . Login to the member centre and go to https://www.plus.net/wizard/?p=search , then look at closed questions.

Failing that, one of the Plusnet help team who monitor this forum will likely spot this thread and assist with explanation of the delay

Hope that helps

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.

helensand86
Newbie
Posts: 2
Registered: ‎09-08-2023

Re: Order delayed again and again

Hi MisterW,

No explanation for the delay what so ever despite numerous phone calls just keep getting told there is a delay!

Yes previous residents cancelled their broadband, the cease should have now completed.

I just want someone to explain what the actual delay is in human terms! Just keep getting told it is OR's fault!

MisterW
Superuser
Superuser
Posts: 15,260
Thanks: 5,852
Fixes: 416
Registered: ‎30-07-2007

Re: Order delayed again and again

@helensand86  it very probably is down to OR. Once the cease has completed, it will depend on engineer availability in your area. I'm just a customer like yourself, so I have no access to account information to see exactly why there are delays I'm afraid.

However, I'll ask one of the mods to move this to the Orders board for better visibility of the Help team staff and hopefully they'll pick this up shortly and explain.

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.

Mav
Moderator
Moderator
Posts: 22,428
Thanks: 4,755
Fixes: 516
Registered: ‎06-04-2007

Re: Order delayed again and again

Moderator's note(s):

Thread moved from Broadband to My Order.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,891
Thanks: 885
Fixes: 221
Registered: ‎27-04-2007

Re: Order delayed again and again

Hi @helensand86 I'm really sorry about all the delays and the hassle this must be causing for you. I've checked your account and can see you phoned in and spoke with Chris yesterday. 

 

Do let us know if there's anything further we can help with though.

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