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Order stuck in limbo!

SteveT1
Newbie
Posts: 1
Registered: ‎08-12-2022

Order stuck in limbo!

Hi folks, a bit of help would be very welcome. Today (8th Dec) is supposed to be my switch over day from PopTelecom

Phone line dead from first thing this morning and still is, broadband likewise. connected router, which is in 'orange' mode.

Worryingly, my order seems to be stuck on .

'ACTIVATING YOUR LINE - Broadband orders typically take a week to complete. Your broadband order should complete on 8th Dec Please note that this date can sometimes change. We'll let you know if this happen'.

any suggestions.... rather an issue as I have a 'Teams' Boardmeeting to chair tomorrow, which won't be possible without Boardband!

Cheers

Steve

 

6 REPLIES 6
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,847
Thanks: 874
Fixes: 220
Registered: ‎27-04-2007

Re: Order stuck in limbo!

Hi there Steve, sorry to see you've been without a line for a while, I've just checked on the order we placed to transfer your connection over to our network and it's been marked off as completed in the last 20 minutes. I've activated your account so it should be all good to go now. 

 

Please give it a try and let me know if you encounter any problems. 

 

Adam

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Chrispalmer5782
Newbie
Posts: 4
Registered: ‎08-12-2022

Re: Order stuck in limbo!

Same here! I placed my order on 11th November for a house move. Due to activate on the 2nd December and, somehow, my order was cancelled! Today was, according to the website, my completion day - still nothing. Not a great start for a new customer with three kids, I’m thinking I may have made a MASSIVE mistake moving to Plusnet…..
Townman
Superuser
Superuser
Posts: 22,775
Thanks: 9,471
Fixes: 154
Registered: ‎22-08-2007

Re: Order stuck in limbo!

@Chrispalmer5782 

A warm welcome to the forums. I hope you're settled into your new home and everything will be ship shape for Christmas!!

 

Your description somewhat suggests that your order was delayed due to the previous occupant's supplier's actions on the line.

 

Delayed orders

There are a multitude of reasons why order processing might be reported as delayed and usually it is nothing to be too concerned about, but there are exceptions. The following are some of the common causes of orders being delayed...

  • The user told their existing supplier that they are moving and the consequential action by their existing supplier will prevent any new ISP placing orders to take over the service - this needs affirmative action with the existing supplier
  • The existing circuit to the property cannot be identified in BT Openreach's systems due to errors in their data - this can give rise to the need for special processes (ORDI and Bridge cases) with BTOR to correct THEIR data
  • Something was not quite right with the order raised by Plusnet - these are usually sorted quickly
  • BT Openreach do not have engineering resources available in the usual timeframe

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.

 

All being well you'll find confirmation there that all is going to plan.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,847
Thanks: 874
Fixes: 220
Registered: ‎27-04-2007

Re: Order stuck in limbo!

Hi @Chrispalmer5782, can you send me a PM with your username please so I can have a look into it for you? You'll just need to make one more post first.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Townman
Superuser
Superuser
Posts: 22,775
Thanks: 9,471
Fixes: 154
Registered: ‎22-08-2007

Re: Order stuck in limbo!

Can staff please push a PM to this user.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Chrispalmer5782
Newbie
Posts: 4
Registered: ‎08-12-2022

Re: Order stuck in limbo!

My username is - [Removed]

 

Moderators Note: Personal information removed