Order keeps getting cancelled
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Re: Order keeps getting cancelled
25-07-2017 6:56 PM - edited 26-07-2017 9:31 AM
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I’ll check this for you tomorrow [once I’m back in the office] to find out what happened with that order.
EDIT: @lizbartun
As far as I can see, we've only placed simultaneous orders which have all unfortunately failed. I'll provide more information to your ticket.
Re: Order keeps getting cancelled
04-08-2017 6:59 AM
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@Gandalf wrote:
As it's likely that you'll be left without a broadband service when the phone order completes, because I believe your broadband service at the moment is on a LLU/MPF line, so it may ultimately cease when the phone line is converted to BT.However, we will be able to expedite the fibre order for the earliest completion date possible [usually next working day once the order is confirmed by Openreach] to minimise the potential downtime you may experience.
All is quiet so it looks like the phone order for 8th August is progressing. I still have phone and fibre - it's been moved over to The Post Office pending the switchover to Plusnet. Perhaps it's just the admin that moved though as it was seemless.
Can you tell me how long I'm likely to be without fibre once the phone is moved? IE you say it should be next working day once the order is confirmed by Openreach, but how long do you expect it to take for Openreach to confirm the order?
I've posted the question in my ticket as well, so apologies for the double posting but wasn't sure it would be picked up before 9th.
Re: Order keeps getting cancelled
04-08-2017 11:25 AM
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The phone order is still on track for the 8th. Depending when it completes on the day/when line records update we should be able to get the fibre order in place and an expedite submitted the same day.
If not, then we should be able to do that on the 9th. Expedites are usually next working day so should be either the 9th or 10th your fibre service activates but they do depend on engineer availability.
We'll be happy to offer you a gesture of goodwill for the downtime you'll experience.
Re: Order keeps getting cancelled
05-08-2017 3:03 PM
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Thank you Anoush, that puts our minds at rest a little.
The router has arrived. Fingers crossed for next week.
Re: Order keeps getting cancelled
08-08-2017 4:38 PM
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I've just checked on your account and I can see your phone order has now completed. Coming in to place the fibre order, it appears that fibre is enabled on the line... Is your fibre service still working with your current provider?
Re: Order keeps getting cancelled
08-08-2017 5:40 PM - edited 08-08-2017 5:42 PM
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Re: Order keeps getting cancelled
08-08-2017 7:01 PM
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That's good to hear! We should be able to then just place another order to takeover the active service. We need to wait until the line records have updated following activation of the phone service, which should be tomorrow.
Re: Order keeps getting cancelled
15-08-2017 2:01 PM
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"Thank you for your patience.
Our suppliers have advised us that there is an open cease order that's stuck in their systems which is preventing us from placing your broadband order. They've raised a bridge case to get this manually closed off which should happen within 48 hours.
Once that's done we should be able to place your broadband order, apologies for the continued delays."
Does this mean you can go ahead and order it now? My 11yr old is climbing the walls already lol.
Re: Order keeps getting cancelled
15-08-2017 3:36 PM
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Since there's a stuck order on the back end supplier systems, any order we place is ultimately getting rejected I'm afraid. We need to wait until they've cleared that issue before replacing the order. Apologies for the inconvenience.
Re: Order keeps getting cancelled
15-08-2017 4:27 PM
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Re: Order keeps getting cancelled
21-08-2017 5:19 PM - edited 21-08-2017 5:23 PM
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"Thank you for your patience.
Our suppliers have advised us that there is an open exception on the line which is still preventing us from placing your fibre order. This has been escalated to be dealt with at a priority. We've been asked to check back on the 24th August.
[Internal]
BTW Agent-IB (16:59:21)
I have checked the details And can see that the Tags team have Updated as follows:Please be advised that we have checked the records and found that there is an open exception on the line and suppliers team has sent an email to concerned team to progress it. However we have escalated with them to get this done on priority. Request you to review this on 24/08/2017. Thank you.
Kind regards,"
My patience is beginning to wear thin.
The Post Office have confirmed to me that they ended our service on the 15th August.
What is an open exception?
Why is it taking so long to close it?
It's Monday - having to now wait until Thursday for more news does not make it feel like much of a priority.
Re: Order keeps getting cancelled
21-08-2017 8:11 PM
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"There is an open order on your line which is due to complete by 08-Aug-2017."
Is this the open cease order they were supposed to be raising a bridge case to manually close off in 48 hours last week? Or something else?
Re: Order keeps getting cancelled
21-08-2017 8:13 PM
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Re: Order keeps getting cancelled
21-08-2017 9:00 PM
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Re: Order keeps getting cancelled
22-08-2017 3:48 PM
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Whilst the cease has completed, the order doesn't appear to be closed off which is likely the underlying reason behind why line records indicate that broadband is still enabled on the line, preventing us from successfully placing the order
Sorry again for the inconvenience caused.
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