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Order stuck on checking details

Posts: 1
Registered: ‎08-11-2022

Order stuck on checking details


I have had my fibre 500 booked to be fitted this Friday 11th November and have had it booked over a month now however on the order tracker I am still on awaiting details and have had no news of a router or anything. Don’t suppose I can get any help on this as I work from home and I need the internet. Thanks for any help in advance.
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Posts: 22,356
Thanks: 9,221
Fixes: 148
Registered: ‎22-08-2007

Re: Order stuck on checking details

Hi @Whimsicaldwarf 

A warm welcome to the forums.  Sometimes Plusnet's systems are rather quiet about what is happening under the covers - sometimes there are delays in the B2B interface with BT Openreach.  This general advice might help...

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.


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.