Order stuck at "We've found a potential problem on your telephone line"

[#1]

I placed an order for Plusnet Fibre broadband on 4th August.  I have been regularly checking the order tracker and it is currently halted on "We've found a potential problem on your telephone line..." but have not had any emails or contact as to what the problem is.  It is now 16th August and would like to know when this problem likely to be fixed?

I wasn't aware that there was any problems as currently have broadband on this line with my current ISP and it is working fine and have a stable 67-70Mbit downstream and 16-18 Mbit upstream.

[#2]

I placed an order on 30th July and have the same problem as this. Broadband is currently working with existing provider yet I can not get through to anyone on the phones and the web chat is down. Can some one please look into these issues...