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Order status "checking your details"

Marksimons86
Dabbler
Posts: 12
Registered: 08-08-2017

Order status "checking your details"

Hello, I ordered plusnet unlimited fibre last week but haven't heard anything. What's the status? When is my connection date and when can i expect to receive the router? Many thanks
16 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 4,032
Thanks: 736
Fixes: 165
Registered: 25-03-2015

Re: Order status "checking your details"

Welcome to the community forums @Marksimons86

 

Apologies for the delays with your orders, it looks like this has been caused by the phone number that was on the account and hasn't been picked up by our provisioning team quite as quick as I would have liked to have seen.

 

Leave this with me and I'll make sure the orders are placed right away and get confirmation of this sent via your account shortly.

 

Thanks for your patience.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
Marksimons86
Dabbler
Posts: 12
Registered: 08-08-2017

Re: Order status "checking your details"

Hi Harry, thanks for your reply.

Ref the below from an email, can you confirm that the broadband order will be placed today?

 

I have now placed an order to restart the stopped line at your property and this is expected to complete on10/08/2017. Once the phone line is active and fibre availability records have updated we can then place your broadband order and confirm your expected activation date once that order reaches a committed state. 

I see there was a ticket raised on the 2 August which I was not notified about, and because of that I believe everything has been delayed, so if we can sort as quick as poss I'd be very grateful. I am without broadband at home and being self employed I rely on this for my business. Costing me to rent hot desks at the moment. 

Thanks in advance PN

Plusnet Help Team
Plusnet Help Team
Posts: 4,032
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Registered: 25-03-2015

Re: Order status "checking your details"


Marksimons86 wrote:
can you confirm that the broadband order will be placed today?

That's right, I'm placing it right now Thumbs Up

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
Marksimons86
Dabbler
Posts: 12
Registered: 08-08-2017

Re: Order status "checking your details"

Thanks again Harry for progressing this. Really appreciate it.

I've received an SMS from PN

"
Your broadband service is due to become active by midnight on 30/08/2017. Please don't set up your router until we confirm your service is active."

It's not really acceptable to wait a month since initial ordering for broadband.. the line has been connected so what's the hold up here? Again, it's really effecting my business.

Many thanks in advance
Plusnet Help Team
Plusnet Help Team
Posts: 4,148
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Registered: 21-04-2017

Re: Order status "checking your details"

Sorry about the delay with your activation, it's been delayed due to engineer availability I'm afraid.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Marksimons86
Dabbler
Posts: 12
Registered: 08-08-2017

Re: Order status "checking your details"

Hello, is there any way to speed up the connection of my broadband and bring the date forward? I've been waiting nearly 4 weeks for it now and its costing me an arm and leg to use an office with suitable internet as I would normally work from home. it seems like a very long time to wait even though my phone line is already connected for 2 weeks now!

Thanks in advance

 

Plusnet Help Team
Plusnet Help Team
Posts: 4,148
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Registered: 21-04-2017

Re: Order status "checking your details"

I'm afraid not since it's due to engineer availability.

It looks like it's about to go live today, can you let us know how you get on?

 

Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Marksimons86
Dabbler
Posts: 12
Registered: 08-08-2017

Re: Order status "checking your details"

Nothing today...
Marksimons86
Dabbler
Posts: 12
Registered: 08-08-2017

Re: Order status "checking your details"

Hi, didn't hear anything today.. can you let me know?
Plusnet Help Team
Plusnet Help Team
Posts: 4,148
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Registered: 21-04-2017

Re: Order status "checking your details"

It can take anytime up to midnight for the order to complete.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Pete11
Pro
Posts: 577
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Registered: 17-02-2017

Re: Order status "checking your details"

If your 'go live' date is today, it could take up to midnight. However, mine went 'live' around 6pm on my 'go live' date.

 

EDIT:  Oppps, sorry Gandalf, looks like I posted at the same time.

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Marksimons86
Dabbler
Posts: 12
Registered: 08-08-2017

Re: Order status "checking your details"

Thanks

Go Live date the same as Activing your Broadband?

Activating your line
Broadband orders typically take a week to complete.
Your broadband order should complete on 30th Aug 2017 - After 12pm. Please note that this date can sometimes change. We'll let you know if this happens
Browni
Seasoned Champion
Posts: 1,520
Thanks: 430
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Registered: 02-03-2016

Re: Order status "checking your details"

Have a look at http://dslchecker.bt.com/

There should be an open order there with it's completion date.

I must have been really bad in a previous life. This is my 3rd ISP in a row that uses lithium.
Marksimons86
Dabbler
Posts: 12
Registered: 08-08-2017

Re: Order status "checking your details"

It just says "There is no data available for this number. This could be either because it is not a BT line or it is a new BT number that has just been provided. Most new numbers will appear on the checker 24 hours after BT has installed the line."

It's a plusnet line, has been activated for a while now.