Order is being prepared
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- Re: Order is being prepared
16-02-2017 11:23 AM
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Hi there,
I ordered Unlimited Fibre Extra on 3rd Feb, swapping from Sky. Received an email on 7th Feb saying order was being processed but have heard nothing since then. Regularly checked order page and it has been stuck on this for approaching 9 working days:
Is this normal? £40 has been taken from me for first month's payment & setup fees yet I have a suspicion that nothing's actually been done yet. Looking through similar threads on this forum it sounds like my order may have been skipped over?
Thanks in advance.
-LB
Fixed! Go to the fix.
Re: Order is being prepared
16-02-2017 7:28 PM
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Hi @Lagunaloire, thank you contacting us via the forums.
So I can check this out for you, please drop me a private message with the account username and I'll get it looked at for you.
Regards,
Mark
Re: Order is being prepared
16-02-2017 8:49 PM
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Hi Mark,
Thanks for getting back to me. Just dropped you a PM.
Thanks,
LB
Re: Order is being prepared
16-02-2017 9:18 PM
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Looks like the super customer service is not so super !
Also signed up to move from BT and duly got a letter from BT confirming that changeover would take place on 17th Feb . Heard nothing from PlusNet .... no router or mails ........ Will BT cut me off tomorrow ?
Not a very good start !!
Re: Order is being prepared
17-02-2017 8:51 AM
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I've looked into your account @Lagunaloire and I can see both your phone and fibre order are due to go live on the 07/03/17.
Apologies for the delay.
If this post resolved your issue, please click the 'This fixed my problem' button
17-02-2017 8:52 AM - edited 17-02-2017 8:53 AM
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Hi Louis,
Yes the orders have been replaced as confirmed last night, and I've checked them just now. This should activate by midnight of 07/03/2016. With the activation date being next month, it means you do not get billed in March as your next invoice will be in April. Further to your additional question, you do not an engineer to activate the broadband.
Regards,
Mark
Re: Order is being prepared
17-02-2017 8:55 AM - edited 17-02-2017 8:58 AM
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Hi Mark / Anoush,
Appreciate you both getting back to me, conflicting answers there though? Is it 3rd or 7th? Good to hear about the invoice though, that was a big concern so thank you for clarifying.
Will I definitely not need an engineer present Mark? I'm swapping from Sky ADSL to Fibre so assumed someone would need to come round, the email I received last night said an engineer will be present but didn't specify the date.
Sorry to be a pain, just want to make sure I know what's going on
Thanks,
LB
EDIT - Scratch that I see answers have been edited so you're both in alignment, I've just had another email stating that an engineer will not need to be present as well. Shame about the additional wait but I'm glad the next bill won't be until April. Thank you both for the help.
Re: Order is being prepared
17-02-2017 9:02 AM
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Re: Order is being prepared
17-02-2017 9:06 AM
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Re: Order is being prepared
17-02-2017 9:09 AM
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Great. Thanks again Mark, really appreciate the help.
Re: Order is being prepared
17-02-2017 12:43 PM
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@Lagunaloire wrote:
Will I definitely not need an engineer present Mark? I'm swapping from Sky ADSL to Fibre so assumed someone would need to come round, the email I received last night said an engineer will be present but didn't specify the date.
@BasilBrush and/or @Anoush
Having switched from Sky myself, your emails do make it sound like an engineer is booked to attend our homes, as it also appears that @Lagunaloire believed.
Can these automated emails be looked at to make it clear that the engineer will be carrying out works in the exchange?
Now I know this isn't the case for x amount that migrate to PN, as some may not have a working line, but it would certainly save us either calling your help line, thus clogging it up or having to ask on these forums.
(just a thought;))
Re: Order is being prepared
17-02-2017 2:02 PM
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@DS, I have raised this internally to be looked at closer to see if the content of these emails can be made clearer about the engineer visits and whether or not they require access to a customers property or if the work is done solely at the cabinet.
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Re: Order is being prepared
17-02-2017 2:09 PM
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Thanks for that @jaread83
Possibly mention this to whomever or whatever sends similar via text message too....?
Re: Order is being prepared
17-02-2017 2:16 PM
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Frontend Web Developer | www.plus.net
If you have an idea to improve the community, create a new topic on our Community Feedback board to start a discussion about your idea.
Re: Order is being prepared
20-02-2017 9:38 AM
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Hi all,
Me again. Quick question - the Order Tracker on my account still says that I don't have an order in progress. Will this be updated?
Thanks,
Louis
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