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Please help - "Your broadband order has been delayed"

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ineedhelpsnt
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Registered: ‎11-06-2023

Please help - "Your broadband order has been delayed"

Good Morning,

This morning I received a text stating that my broadband order has been delayed.

Please can I get some help/advice.

Here is my current situation:

  • I switched from BT to Plusnet via Uswitch (yesterday)
  • My BT contract ended on 04/06/2023
  • I'm not moving houses/address, I'm staying at the same address
  • I picked the 26/06/2023 to be the activation date
  • I'm keeping my landline number
  • I was a Plusnet customer prior to 2020 (not sure if this affects the situation)

So my question is, is there anything I need to do? 

Plus, any rough idea when the new activation date might be?

 

Thank you!

 

13 REPLIES 13
Baldrick1
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Re: Please help - "Your broadband order has been delayed"

@ineedhelpsnt  Welcome to the Plusnet forums.

Have you by any chance contacted BT and cancelled the service rather than leaving it to Plusnet to arrange with BT to take it over? If so, that will probably be the cause of the delay.

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Mustrum
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Re: Please help - "Your broadband order has been delayed"

Other things that can cause a delay is if BT have switched you to digital voice, or if you are in a Stop Sell area - ie only digital services are available.

ineedhelpsnt
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Re: Please help - "Your broadband order has been delayed"

@Baldrick1

No I haven't, the last time I switched I didn't contact my ISP so I didn't do it this time.

But just to confirm if I do nothing, the switch will eventually happen right (just delayed)?

Thank you.

@Mustrum Thank you, I think I should be okay as I can use my phone without the Internet.
MisterW
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Re: Please help - "Your broadband order has been delayed"

@ineedhelpsnt  login to your Plusnet account and see if there are any closed questions ('tickets') indicating why the delay

use the link https://www.plus.net/member-centre/login?p=search&view_by=30days

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.

ineedhelpsnt
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Re: Please help - "Your broadband order has been delayed"

@MisterW

I logged in and it says "Your order is currently being processed".

No further action needed it seems.

Thank you for the link.
ineedhelpsnt
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Re: Please help - "Your broadband order has been delayed"

I appreciate everyone's help, especially taking the time on a Sunday.

From the information everyone has provided it seems like the delay is caused because I didn't contact BT, but as long as the switchover can happen without my input then that's my question answered.

Thank you again everyone, have a lovely Sunday.
Mustrum
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Re: Please help - "Your broadband order has been delayed"

@ineedhelpsnt   no, that is not the reason for the delay.

 

Is Full Fibre available in your area?

Enter your number and post the results, obscusing your number from https://www.broadbandchecker.btwholesale.com/#/ADSL 

MisterW
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Re: Please help - "Your broadband order has been delayed"

From the information everyone has provided it seems like the delay is caused because I didn't contact BT

I'm afraid youve got the wrong end of the stick here. Delays can often be caused if the old supplier IS contacted. They can place a 'cease' on the line which prevents any other supplier placing an order to take over the line until the cease completes.

Not contacting the old supplier is the correct thing to do.

I would suggest you call Customer services on Monday to establish what the delay may be. I say Monday, because although CSC is open today I dont believe the Provisioning dept is open weekends ( and certainly Openreach who they may need to contact, isnt )

 

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.

ineedhelpsnt
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Re: Please help - "Your broadband order has been delayed"

@Mustrum Ah I understand now, here are my results, no full fibre FTTP, I'm on FTTC.

@MisterW Okay I'm glad I did the right thing, but I understand what you mean now.

I'll call Plusnet on Monday then, thank you.

Screenshot 2023-06-11 121159.png

MisterW
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Re: Please help - "Your broadband order has been delayed"

Fix

There's nothing there that would indicate a reason for delay. Calling CS is the next step I fear...

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.

ineedhelpsnt
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Re: Please help - "Your broadband order has been delayed"

Thank you again for the help, everyone, it's very much appreciated.
RealAleMadrid
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Re: Please help - "Your broadband order has been delayed"

@ineedhelpsnt  There's one thing that I would like to check, when you say your BT broadband contract finished on the 4th of June do you mean your fixed term contract finished but you still have a working BT broadband connection.

If this is the case there is a 10 working day period during which BT should contact you to inform you that another provider is taking over your line.  So the earliest date for the line takeover would be the 23rd June or possibly the following Monday the 26th.

Depending on the type of order Plusnet have implemented you may get the line activation  and Broadband on the same day but it's not always the case, they may not place the broadband order until after the line is transferred so it will another few days before that completes. So it could be around the end of June before your Plusnet service goes live.🙄

I don't think your order has been delayed. it will just take it's time.😀    Best to check with Plusnet in case there is some other problem.

 

ineedhelpsnt
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Re: Please help - "Your broadband order has been delayed"

@RealAleMadrid

My contract finished on the 4th, but I still have a working BT broadband connection.

Well that's good to hear, I just find it odd why Plusnet would tell me it's been delayed if this is the usual procedure for out of contract switches.

Thank you very much for your message, I appreciate your help, it helps to get an idea of what's going on in the background.