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Text saying my order has been delayed

Lucasforwood
Newbie
Posts: 1
Registered: ‎07-01-2023

Text saying my order has been delayed

Hi there,
I have just received a text saying my order has been delayed.
Bit of back story we have just moved in to the property (6/01/23) and immediately signed up to plusnet. I'm not sure who the original owner ISP was and I can't confirm whether he told his original supplier he was moving house or not.

Please can someone let me know what the delay is and how long it will be to rectify it and get back on track.

Many thanks,

<Redacted>


Moderator’s Note

Personal information redacted but visible to Plusnet staff.

 

2 REPLIES 2
Townman
Superuser
Superuser
Posts: 22,780
Thanks: 9,472
Fixes: 154
Registered: ‎22-08-2007

Re: Text saying my order has been delayed

Hi @Lucasforwood 

A warm welcome to the forums.  This might offer self-help until a staff member can respond...

Delayed orders

There are a multitude of reasons why order processing might be reported as delayed and usually it is nothing to be too concerned about, but there are exceptions. The following are some of the common causes of orders being delayed...

  • The user told their existing supplier that they are moving and the consequential action by their existing supplier will prevent any new ISP placing orders to take over the service - this needs affirmative action with the existing supplier
  • The existing circuit to the property cannot be identified in BT Openreach's systems due to errors in their data - this can give rise to the need for special processes (ORDI and Bridge cases) with BTOR to correct THEIR data
  • Something was not quite right with the order raised by Plusnet - these are usually sorted quickly
  • BT Openreach do not have engineering resources available in the usual timeframe

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.

NB: If a user tells their existing supplier that they are leaving and that supplier places a cease on the line, Plusnet cannot process a new order until AFTER the line has been ceased.  That could lead to circa 14 days without an internet service.

 

I would suspect that the departing party from the property has a service cease on the line meaning that Plusnet where inhibited (prohibited) from placing orders to provide your service.

 

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
Plusnet Help Team
Posts: 16,847
Thanks: 874
Fixes: 220
Registered: ‎27-04-2007

Re: Text saying my order has been delayed

Hi @Lucasforwood

 

I've just checked your account and can see we've since been in touch with an update about the line installation for you. You should have received SMS updates but here's a direct link to the query in case you need it:

 

https://www.plus.net/wizard/?p=view_question&id=230379391

 

Adam

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team