Hi Jon,
A warm welcome to the forums, sad to hear of your order delays.
Though PlusNet are part of the BT group, they have a completely separate management structure which is completely UK based (no overseas customer support).
Have you had any specific communication in respect of your order, specifically anything referring to the order being cancelled? Unfortunately the service ordering systems provided by BTw and BTOR for use by ALL ISPs does at times allow orders which cannot be fulfilled to be entered, leading to internal order cancellation and delays. It is not uncommon for there to be fibre capacity at the time of PLACING the order only for that capacity to have disappeared at the point of ACCEPTING the order.
Orders are also being cancelled because of errors within BTw's and BTOR's databases ... which they expect the ISP to correct for them.
Sadly consequential delay is all too common within this forum, only a small fraction of the customer base visit here - certainly very few of those for whom things go with out a hitch - so it's difficult to say how common it is overall.
What can be said is that when things do go wrong, communication with PlusNet can be challenging ... One imagines a failure to effectively communicate progress (or the reasons for non-progress) might be a significant factor in the volume of calls being made.
An explanation of the cause of your specific delay will require help from a staffer.
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.
