cancel
Showing results for 
Search instead for 
Did you mean: 

Order status

nitronics
Hooked
Posts: 5
Registered: 12-02-2017

Order status

Hi my order status is as below:-

Screenshot_20170212_091759.png

 

I have had a letter from BT stating my phone is to be moved on 20th feb but they are keeping the broadband ?

Could someone please explain, as i requested to transfer phone and broadband services to plusnet.

Also plusnet have taken the first payment already which is not marked in the tracker above !

 

Many thanks

9 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: Order status

Hi there,

 

I've checked your orders and I can confirm we placed a simultaneous transfer order to migrate both your phone & broadband service on the 20th Feb.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
nitronics
Hooked
Posts: 5
Registered: 12-02-2017

Re: Order status

Many thanks for the confirmation, any idea why BT seems to think it will be keeping broadband service ?

Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: Order status

It's possible the order notification hasn't reached their own internal systems.

 

I'd probably advise to get in touch with them if you can just to make them aware your broadband is also moving on the same day as the phone so they don't overcharge you.

 

I've also just progressed something called install diary on your account, to reflect the fact that our suppliers have accepted the orders we placed. Your order tracker should be updated now. Smiley

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
nitronics
Hooked
Posts: 5
Registered: 12-02-2017

Re: Order status

Hi.

Our phone has been transferred, and BT have ceased broadband, any idea when plusnet will activate their broadband on my line, and still no router received yet ?

 

Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: Order status

I've checked your order and I can see it is still in progress for today. I would expect it to complete soon, however it can take anytime up to midnight.

As for your router, it appears our system hasn't sent this automatically. I've now placed the order and you should receive it this week. In the meantime, if you are using a BT homehub you should be able to configure it with the following details

Username: YourUsername@plusdsl.net
Password: Your account password

Apologies for the inconvenience caused.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
nitronics
Hooked
Posts: 5
Registered: 12-02-2017

Re: Order status

Ok, good news, Many hanks for your help.

nitronics
Hooked
Posts: 5
Registered: 12-02-2017

Re: Order status

Hi anoush.
Still no broadband active on my line ?? Could you investigate please.
Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: Order status

It looks like you've called in about 2 hours ago and the adviser has manually activated your account.

 

Apologies that this hadn't happened automatically.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
Plusnet Staff
Plusnet Staff
Posts: 17,640
Thanks: 534
Fixes: 159
Registered: 05-04-2007

Re: Order status

I've just checked and can see your order has completed and you're now up and running.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff