Transfer from John Lewis stuck at Checking Line

[#1]

Transferring from John Lewis Broadband, was given a transfer date of last week but nothing happened, no modem, no communication. 

The broadband order status is stuck at "Checking your line", "We've found a potential problem on your telephone line". 

Is there anything I can do to progress this? I've tried phoning, wait too long, tried twitter @plusnethelp and DM'ing but no replies.

[#2 · Accepted solution]

To answer my own query, I finally got through to someone on the phone.

Despite John Lewis being provided by Plusnet there is something in the system which means that the automatic transfer from JL to Plusnet doesn't go through and requires a manual intervention, which was missed hence why you may have to call.

[#3]

I am having the exact same issue.

Which company did you need to call (JL/PN) and what intervention was required?
Thanks

[#4]

That's very interesting! I had a nightmare trying to transfer from John Lewis THREE YEARS ago. Sounds like it's a problem they've still not been able to fix!

[#5]

I called plusnet, the guy on the phone had to go and check something (don't know what) and then stuff progressed. I've received a Plusnet Hub but haven't been given a switch date though so it's not all over yet.

[#6]

I requested my switch be done last month on the 26th Aug after signing up about 3 weeks prior. PN started the process on the 18th Aug but then the order got stuck at the "potential line issue" status even though my internet is still working perfectly. You would think that coming from a franchise of a company to the company itself would make the process easier, obviously not in Plusnet's case... So much for OFCOMs regs for seamless switching!

Looks like I will have to bite the bullet and give them a call.

[#7]

Thought I would leave an update about my account status.

Contacted PN Customer Services and they did indeed tell me that a 'manual intervention' was required by the customer when switching from John Lewis to PlusNet.

The very pleasant advisor said she needed to do a check and that she would call back on my mobile momentarily, 5 mins later I received the call and my broadband was immediately activated their end. She did offer to pass me onto the tech department but I told her not to bother as I already know my own router like the back of my hand and have the details to enter into my router😃

All in all, pretty harmless process... but this really shouldn't be necessary in this day and age!