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Over 2 weeks delay and just keep getting delayed

ashleyjkent
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Registered: ‎18-01-2023

Over 2 weeks delay and just keep getting delayed

After reading several other threads, it seems to be no surprise there's delays of this length but it's ridiculous and frustrating. My previous broadband with EE was fine, but who wouldn't want to try and save a bit of money...so here we are.

Order was supposed to go live on the 17th Jan, but didn't. After several phone calls I was told it was being escalated and it should be live within the next 48 hours, which obviously never happened. It wasn't until the 23rd Jan that somebody had noticed that the order hadn't even been created properly so would have never gone live, regardless of escalations. Apparently they processed a new order, and then it was delayed because there's a discrepancy in the database. The last few conversations I've had, I've just been told it's being escalated and that I'll get updates in a few days, just to be told there's still a delay and wait a few more days. Rinse and repeat.

It's been 15 days now, and I'm now waiting for an update in 6 days...6 days!!!! And that's not even to say "you'll be live in 6 days", but just to get an update, which at this point I suspect I'll be pawned off for another x amount of days.

I was also charged today by my previous provider, so it seems Plusnet haven't even alerted them?! Will this be compensated along with the standard compensation? I was told I shouldn't tell my previous provider I was cancelling as this could delay the order...ha.

Other than Plusnet taking 21 days to realise that my order wasn't even processed properly (which again is frustrating), I get that the issue is now with Openreach. There's probably nothing that can be done to speed this up, but just wanted to express that I'm not impressed with the service so far and doesn't put much faith in the service when it eventually goes live. 

19 REPLIES 19
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Over 2 weeks delay and just keep getting delayed

Hi @ashleyjkent 

I'm really sorry for how long it's taken to get back to you. We've been quite busy recently so it's taking longer than we'd like to reply.

It looks like the records issue is fixed now so we're getting your orders replaced.

As soon as we know more we'll be in touch

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
ashleyjkent
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Registered: ‎18-01-2023

Re: Over 2 weeks delay and just keep getting delayed

Thank you for the update @MatthewWheeler, does that mean a new order is being placed? What's the usual turnaround for that going live?

In regards to a query in my original post, how come my previous broadband was never notified and I'm still paying for their services (even though it's been disconnected)? Will this be compensated?

MisterW
Superuser
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Registered: ‎30-07-2007

Re: Over 2 weeks delay and just keep getting delayed

In regards to a query in my original post, how come my previous broadband was never notified and I'm still paying for their services (even though it's been disconnected)? Will this be compensated?

Your previous provider gets notified by Openreach once a transfer order has been accepted. It would appear that the original order was rejected due to the 'records issue' so no transfer was scheduled and your existing service should have continued.

So I'm confused as to why your service has been disconnected, and even more so has to how they can be charging for a service they are not providing ?

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.

ashleyjkent
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Re: Over 2 weeks delay and just keep getting delayed

I had no notifications of the order being rejected and was given a go live date of the 17th Jan, in which the phone line did activate but not the broadband. I assume this means because the phone line switch went ahead, the previous provider would be "overridden"? I'm confused also, I will have to speak to them.

MisterW
Superuser
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Registered: ‎30-07-2007

Re: Over 2 weeks delay and just keep getting delayed

Ah! sounds like the order 'half completed' in the Openreach system. If the phone transferred, then the previous provider will have been notified and SHOULD have realised they are no longer supplying either phone or broadband. Problem is that most of the handling of these notifications are automated, so when it doesnt quite go to plan , it needs a human input to correct it!.

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.

ashleyjkent
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Re: Over 2 weeks delay and just keep getting delayed

I've just had a call from someone at Plusnet who has said that the tags issue was not sorted, and has been escalated again to BT and now I have to wait until next Friday for an update. Don't get me wrong, the people are being patient and trying to help, but this is ridiculous that different teams are saying different things and nothing is actually resolved...and now there's a further delay!

I've also just been told because my order was never actually placed by Plusnet (even though everything I received said I had an order), I'm not even eligible for the standard compensation.

MisterW
Superuser
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Re: Over 2 weeks delay and just keep getting delayed

I've also just been told because my order was never actually placed by Plusnet (even though everything I received said I had an order), I'm not even eligible for the standard compensation.

If the phone transferred then some form of order must have been placed.! Hopefully @MatthewWheeler  can take another look to check what's really happened...

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.

Townman
Superuser
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Registered: ‎22-08-2007

Re: Over 2 weeks delay and just keep getting delayed

There are some really outrageous process methods within BT Wholesale and BT Openreach.  If an issue (such as tags [line ownership], address details or a multitude of other possibilities) is found WITHIN THEIR databases, the problem is passed back to the ordering ISP to sort out, the order being cancelled ... rather than the party with the problem data owning the resolution within.

Sometimes such cancellation does not cancel all associated orders and one ends up in a mess such as this.

It is not always easy to see what the problem is ... and even when that is determined, the escalation back to BTw / BTOR only addresses that specific issue.  BTw/BTOR never take ownership of such complications and deliver a single point of contact fix.  Each individual problemette gets bounced back to the ISP ... and BTw/BTOR sets a 48 hour target fix on each and every such issue.

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
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Re: Over 2 weeks delay and just keep getting delayed

Hi ashleyjkent, I've just checked over your account and can see that the order Matt placed has since been rejected so we've raised an escalation with our suppliers for you and we'll get back to you with an update in the next day or two. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
ashleyjkent
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Re: Over 2 weeks delay and just keep getting delayed

Hi @adamwalker, is there an update?

adamwalker
Plusnet Help Team
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Registered: ‎27-04-2007

Re: Over 2 weeks delay and just keep getting delayed

Hi there, we don't have an update just yet but we've escalated the issue and should have something back by the 10th at the latest for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
ashleyjkent
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Registered: ‎18-01-2023

Re: Over 2 weeks delay and just keep getting delayed

Still delayed, been told to check back in next Wednesday, so 37 days total delay as of then with no end in sight. Don't expect anyone to do anything or reply to this at this point, just posting to provide context of how ridiculous this all is.
sc3
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Registered: ‎20-12-2022

Re: Over 2 weeks delay and just keep getting delayed

Hi . I feel your pain it happened to me waited 60 days for line to go live. Open reach msg me one day to say engineer is at your home at 12.25 and is connecting you at 5pm an engineer called to do the work and said job only came through an hour ago??? Please don’t expect anything from PN other then peace meal statements. Wish I’d never been sucked in by their ad.
ashleyjkent
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Registered: ‎18-01-2023

Re: Over 2 weeks delay and just keep getting delayed

Yesterday I received an email that said my broadband was active and should be sorted by midnight, hooray! Turns out that wasn't actually the case, no issues had been resolved and I'm back to being delayed. This is beyond ridiculous at this point, I'll be looking to pursue with ofcom if it's not sorted by next week, as I've had a complaint open for more than 30 days now.