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Order delayed... but I only ordered a few hours ago?

rickykemp
Hooked
Posts: 8
Thanks: 1
Registered: ‎04-04-2023

Order delayed... but I only ordered a few hours ago?

Migrating over to Plusnet from John Lewis Broadband (resold Plusnet...) 

 

placed my order using the link on JLB's homepage, ordered the 145mbps full fibre, all good as far I can tell. that was around 4PM. 

 

I just received a message to say my order is delayed - at approximately 9:30pm?

 

what is going on? I havent cancelled my service with JLB, i selected for Plusnet to manage the move... so how can there be a delay after only 5 hours from ordering?

not instilling me with confidence, I have to say.

6 REPLIES 6
rickykemp
Hooked
Posts: 8
Thanks: 1
Registered: ‎04-04-2023

Re: Order delayed... but I only ordered a few hours ago?

have just checked my "PN tickets" and it shows:

 

[internal note]
Order has been cancelled. Please check Install Diary and resubmit order once issue is resolved.

 

"Provisioning of your ADSL Account Information
Install diary status changed from Application Submitted to Application Rejected
(via ADSL2+ Order System Interface)"

 

what is going on here? this is really silly - I am literally already with Plusnet under the JLB brand?

mickledore
Dabbler
Posts: 20
Thanks: 24
Registered: ‎28-01-2017

Re: Order delayed... but I only ordered a few hours ago?

Me too. Same here so I rang up.

Seems like it is a lash up in the system.

Means nothing. Ignore it and any messages you get about cancelling an order.

mickledore
Dabbler
Posts: 20
Thanks: 24
Registered: ‎28-01-2017

Re: Order delayed... but I only ordered a few hours ago?

Here you are. Original text and a follow up.

pjmarsh
Superuser
Superuser
Posts: 4,046
Thanks: 1,599
Fixes: 21
Registered: ‎06-04-2007

Re: Order delayed... but I only ordered a few hours ago?

There are 2 orders involved here.  There is the order that you've placed with Plusnet for your broadband, and then their is an order that Plusnet have placed with their supplier.  The latter order that has been cancelled for some reason by their supplier.  The delayed message is automatically sent when Plusnet have received the cancellation.  Someone at Plusnet then needs to check why the order was cancelled, correct any issues and then manually place a new order.  From your more recent replies that has already happened and the completion date on the new order is the same as the old order, which is why they are saying there isn't a delay now.

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.

csmith94
Plusnet Help Team
Plusnet Help Team
Posts: 390
Thanks: 153
Fixes: 28
Registered: ‎01-12-2020

Re: Order delayed... but I only ordered a few hours ago?

Hi @rickykemp, thanks for getting in touch. Looking at your account you're going for Full Fibre which isn't available for JLBB customer's so your account is effectively being treated as a new install. I can see that my colleague have been all over the ticket today and updated it further. 

 

Can you please check this out and let me know if you have anymore questions Smiley 

 Curtis Smith
 Plusnet Help Team
rickykemp
Hooked
Posts: 8
Thanks: 1
Registered: ‎04-04-2023

Re: Order delayed... but I only ordered a few hours ago?

Hi, thanks good that there is progress.

Install date has changed twice already which I don't see as a good omen but hey, let's see what happens