Order unable to progress, why?

[#1]

Had an email yesterday saying theres a problem progressing my order and i look on the ticket and it says it's been cancelled. No explanation why, and I've already paid the initial fee. Not impressed at all! Can i have an explanation please? The chat option doesn't work and I don't have time to call in. Thanks

[#2]

Sorry for any confusion caused.

It looks like this was related to the initial orders we placed that failed.

The orders that were placed after this are going through fine

[#3]

Okay, so can i still expect to be connected by 1st december? And i understand the router has now been posted, can you confirm this is correct?

Thanks for quick response

[#4]

Hi @Swordfishtrombo,

I have sent a text to you with your committed date and you can also follow your ticket here

Please let us know if we can be of further assistance.

Thank you.

[#5]

By the date I've been given for my order to reach 'completion' does this mean I'll get the router and be able to use it then? Or do you mean it will be connected then, but will be useless because you've not sent out the router early enough?

[#6 · Accepted solution]

Thanks for getting back to me @Swordfishtrombo.

Your router will arrive on time for activation. 

All services can take up to midnight on the specified date. 

Thank you.

[#7]

Moderators Note

This topic has been moved from Broadband to My Orders