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Order delayed?

ephx87
Newbie
Posts: 2
Registered: ‎07-03-2023

Order delayed?

I have just received a text stating that my order has been delayed. This text gives no details as to why or what the issue is. I have tried contacting customer support but after a sizeable wait on hold once i was connected the call ended immediately? Please assist. Thanks
3 REPLIES 3
Townman
Superuser
Superuser
Posts: 22,780
Thanks: 9,473
Fixes: 154
Registered: ‎22-08-2007

Re: Order delayed?

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.

 

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.

ephx87
Newbie
Posts: 2
Registered: ‎07-03-2023

Re: Order delayed?

Thanks for your reply! Have had a look at tickets and there are several closed ones and one open one which has been referred for escalation. It states they will add more details once they become available. I did have a serious issue with getting bt fibre (took 9 months!) as it was a new build property and initially had been registered with an erroneous post code (later assigned its own post code by royal mail). As far as i am aware this was corrected on BTs end. After this was corrected, it was then discovered that their routing and records as to which cabinet was carrying the services was incorrect (the telephone line was recorded on a different cabinet to the internet service so upon activation it did not work). This was due to the telephone line cabinet being bussed out / needed an additional DSLAM card. Again, this issue was sorted on bt’s end. I am unsure as to whether a physical patch was done on the main distribution frame or if a new DSLAM card was added to the telephone line cabinet. I can provide my current bt customer number and landline number if it is of any use? Thanks, Chris
Townman
Superuser
Superuser
Posts: 22,780
Thanks: 9,473
Fixes: 154
Registered: ‎22-08-2007

Re: Order delayed?

Hi Chris,

New build, address issues, basic infrastructure build issues - you sure have been through the BT Openreach wringer! This is something your builder should have had sorted as part of the development a good while ago.

Sadly this will need to wait for BT Openreach to sort their internal issues, the problem being that they will not update Plusnet before the advised next update date. Just keep watching the tickets on your account and rattle support if you do not get an update when indicated.

Sorry for your trials … I’m a customer like yourself so can only offer advice on how to handle matters for your self. Hope you are soon settled in your new home.

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.