Order submitted 3 weeks ago. Waiting for updates.

[#1]

I've submitted my order for fibre internet 3 weeks ago and I am still waiting for updates.

A message was sent that there is a delay with the supplier and an update would be available on 08/10/19.

I did ask for updates on the support question on 9/10/19 and Nnew question was opened on my account which states ‘Accessed for enquiry, no action taken’

I just want to know what the status of my order is exactly? When is my fibre internet to start?

[#2]

Hi @ jakubbo2,

Thanks for getting in touch.

Apologies for the delay, this does appear to be related to the amount of work required for your connection. I've looked into this and have responded here.

Let us know if you need anything further.

Thanks - LF

[#3]

Thanks for the update

[#4]

No worries @jakubbo2, happy to help.

Let us know if you need anything further.

Thanks – Tahir

[#5]

It's been 5 weeks now and my order is stil pending. I was supposed to receive an update last week about cabling being done by openreach , but I haven't heard from you.

Can you let me know what is happening with my order?

[#6]

@jakubbo2,

I've just chased with Openreach and this is still delayed awaiting the cabling being installed. They haven't been able to explain in a satisfactory manner what exactly has happened between the order being placed and now so they've raised an escalation. So I'm afraid I can't give you a update at the moment, but we should have something for you in the next 24 hours when they update the job from the escalation sent. 

[#7]

So it has been 6 weeks now and I do not even have a date for cabling to be done.

Can somebody tell me what exactly is happening to my order?

And if there is an issue with cabling and openreach can you tell me exactly what the issue is? Do I need to look for mobile internet? Is there any timeline for broadband to be available?

[#8]

Hi jakubbo2,

Thanks for getting in touch.

Apologies for the delay, this has been down to contractor and supplier logistics and local planning for the cabling and ducting work to be arranged.I have contacted Openreach and they have provided an update today.

Although at this stage I can't provide further information other than what has been provided by Openreach, I'm quite confident Openreach will get you supplied soon. We'll have an update from them in a few days time and will chase this up then.

If you have any further questions, please let me know.

Thanks - LF

[#9]

Hi jakubbo2,

Further to my previous response.

I've followed up the order with Openreach and have sent an update here about my next course of action due to the difficulties with the existing order.

I'm in the office until 17:30 and will return on Friday, you can contact the Social Media team here in the interim or respond via the ticket I have sent you.

Thanks - LF

[#10]

Alright. So it took you 6 and a half weeks to find out that there is a glitch in openreach system with my order and I need to start over.

Predictably, I have cancelled my order.

[#11]

Thanks for getting back to us @jakubbo2 I'm sorry to see there were delays with your order and you've cancelled as a result. From what I can see, engineers have been out to carry out the line plant (cabling and jointing work) for your phone line and we've been advised by Openreach to expect an update on the progress on the 8th November.

Having said that, it looks like the linked broadband order hit a system issue in the supplier systems so it was cancelled by our suppliers with a view that we'd be able to replace it and all would go through fine.

Unfortunately simultaneous phone and broadband orders are linked rather delicately across the various supplier systems and it's not uncommon for delays caused by survey/line plant work to sever the link and cause problems.

Normally in this situation we'd then place the orders separately i.e. get your phone line up first then order broadband on the line once the phone order is completed.

Having said that, it still looks like that the line plant work was being completed in the background regardless of the delay with the broadband order.

As you've decided to cancel I'd like to thank you for choosing Plusnet as your broadband provider in the first instance and wish you all the best with whoever you decide to go with.