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Order stuck on 'checking your details'

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Hooked
Posts: 6
Registered: ‎09-10-2018

Order stuck on 'checking your details'

I put an order in for a new phone line and fibre on the 17th September. My phone line was eventually installed on 9th October but the order tracker seems to be stuck on checking your details and says there's a problem that I need to contact them about. 

 

However whenever I try to make any kind of contact, the automated system doesn't even let me sit on hold, just 'call back tomorrow'. It also appears that I'm getting plain ADSL rather than the fibre I requested.

 

Can someone look into this please? Like many others I'm working from home and burning through my mobile's data allowance very quickly.

Question id 

3 REPLIES 3
Hooked
Posts: 6
Registered: ‎09-10-2018

Re: Order stuck on 'checking your details'

So I was lucky enough to be able to sit on hold today (rather than just being told to call back tomorrow). 40+ minutes later I got to speak to someone.

 

Apparently after my phone line went live the ticket was ignored and nothing has happened since. Guy was very apologetic and said he'd place the order for the broadband manually for me now. So chances are another week of no internet and it taking over a month to get this up and working.

 

I've always stood by plusnet for good customer service but this has been abysmal.

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Seasoned Champion
Posts: 1,278
Thanks: 552
Fixes: 28
Registered: ‎07-07-2009

Re: Order stuck on 'checking your details'

@LilyF  I suggest you ask for a substantial "goodwill gesture"  as some compensation for the appalling incompetence, this kind of failure should not be allowed to happen.☹️

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Hooked
Posts: 6
Registered: ‎09-10-2018

Re: Order stuck on 'checking your details'

I've been sent my go-live date - 31st 😒

 

I can only presume that's openreach engineer availability. The most frustrating part is that the guy that installed the phone line said he could plug me into fibre there and then, but the order wasn't there!