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What’s an open exception on the order?

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Cadence000
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Registered: ‎26-02-2021

What’s an open exception on the order?

Hi, new to Plusnet, I (foolishly) tried to organise a change over to Plusnet from TalkTalk, changeover was meant to happen during half term holiday (to try and minimise disruption to kids online learning) phone went through fine but broadband is still not working, Plusnet staff are great, but are struggling to get it connected, it appears to be a Openreach issue (I know not Plusnet’s fault!) but the terminology that keep popping up during conversations is “open exception on the order” can anyone explain what that actually is? Apparently Openreach closed and reopened one on our order almost immediately! Leaving us another 48 (working hours) without any internet.
I know COVID has messed up nearly everything and I’m pretty resigned to having no internet for a while, but the mystery of the this phrase is bugging me.
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Gandalf
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Re: What’s an open exception on the order?

Thanks for your post @Cadence000 

I'm sorry for the issues you've had with your order. An exception is generally a system error or an open task on our suppliers end. I can see your broadband order finally completed this morning but from what I can see your router's not connecting to the internet for one reason or another and line tests aren't showing the cause for this.

Can you try going through the following steps to manually connect?

1. Go to the router's homepage at http://192.168.1.254

2. Click on the Basic Settings tab

3. If you're prompted for a password, type in the admin password found from the back of the router

4. If there's a Disconnect button, click that

5. Change the username to the broadband username in the format of username@plusdsl.net If you can't remember this I'd check for any emails we've sent you for example an email with you bill on as we'd add the username at the top.

6. Type in the account password, this can be reset here: https://www.plus.net/forgotpassword/ if needed.

7. Hit the Connect button.

Let us know if there are further issues.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Cadence000
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Registered: ‎26-02-2021

Re: What’s an open exception on the order?

Thank you for your info, yes apparently my order was processed, but unfortunately I still have a problem.
The issue has been passed on to Openreach and we are now waiting for them to correct the issue. Fingers crossed it won’t take too long.
Thanks for your help and passing on this info.
Gandalf
Plusnet Help Team
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Registered: ‎21-04-2017

Re: What’s an open exception on the order?

Thanks for getting back to us @Cadence000 

It looks like the the fault's been passed to a specialist team within BT as there's what's known as an 'authentication failure'. We're to expect an update or this to be hopefully fixed within 2 to 3 working days. 

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 Anoush Mortazavi
 Plusnet Help Team
Gandalf
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Re: What’s an open exception on the order?

To update, BT have identified a problem with the exchange equipment your line's connected on to so they're moving you to different equipment and this should be completed by the close of play on Wednesday.

We'll continue to monitor and update as soon as we know more.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Cadence000
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Registered: ‎26-02-2021

Re: What’s an open exception on the order?

Thank you for the update. It’s appreciated!
Cadence000
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Re: What’s an open exception on the order?

Good morning, can I check with you, before I ring customer services, (you seem to the most informed regarding my issue)
What’s happening? My router is still not showing internet, (getting a bit desperate.. kids are struggling to keep online lessons going..)
Gandalf
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Re: What’s an open exception on the order?

I'm sorry to see this isn't sorted yet. I've chased this up with our suppliers and the work's due to be completed today. We'll check back tomorrow to follow things up with you.

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 Anoush Mortazavi
 Plusnet Help Team
Cadence000
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Re: What’s an open exception on the order?

That’s really disappointing to hear, I’m getting bad feeling about this whole situation.I appreciate Openreach and BT are busy etc, but the days keep going by and i still have no internet.
I wish I didn’t move isp when my contract finished, it may of been more expensive but at least it worked.
Three weeks of stress trying to work from home and kids home schooling has not been worth the saving of a few £’s.
I’m sure when things go smoothly Plusnet is fine (both my parents and relations use plusnet!) but this is pretty poor service (I’m mainly aiming this at whoever is in control of this problem..Openreach, BT, Plusnet, who knows?)
As I say I’m starting to get a bad feeling about the situation and am seriously thinking about what my options are about get out of this contract.
I have had problems in the past with isp’s (orders cancelled, wrong addresses etc,) but this is the worst.
Gandalf
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Re: What’s an open exception on the order?

Thanks for getting back to me @Cadence000 

Apologies again for the issues you've had with transferring with us. We'd be happy to offer a gooodwill gesture once you're up and running again. Currently there's an issue on the exchange equipment your line's connected to, so BT issued a 'tie pair modification' order for an Openreach engineer to move your line onto different equipment.

These type of orders take 3 working days, I fear I've miscalculated when I set a review date of Wednesday. As the order was placed on a Sunday, the timeframe would start as if the order was placed on Monday, then the lead time begins from the next working day, which brings us to the close of play today.

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 Anoush Mortazavi
 Plusnet Help Team
Cadence000
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Re: What’s an open exception on the order?

Hi, as of about 15:00 router internet light started flashing! And checking my router settings, it states it’s connected.
It’s still flashing and I guess is in the settling in mode.
Fingers crossed.
Thanks.
Gandalf
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Re: What’s an open exception on the order?

Awesome! It's normal for the internet light to flash as that'll mean data's transferring. If it goes red or the broadband light flashes that's bad though. We'll check back tomorrow once we've got confirmation from BT that everything's sorted.

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 Anoush Mortazavi
 Plusnet Help Team
Cadence000
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Re: What’s an open exception on the order?

Hi, I appreciate you are going to check with your suppliers today, but just to let you know, that router internet lights are still flashing, but, it’s obvious it’s not yet fixed as the internet data is very slow. Hopefully we can get this sorted today, and have internet working by the weekend end.
Thanks.
Gandalf
Plusnet Help Team
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Re: What’s an open exception on the order?

It's definitely normal for the internet light to flash and we've received confirmation from our suppliers yesterday afternoon that the fault has been fixed. Line tests are showing your speed's capped at 288kbps by the automated software at the exchange, likely due to the fault on the broadband equipment which is now fixed by moving your line off the faulty kit.

I've reset the line now and I can see your speed's vastly improved to over 19mbps.

Can you retest and let us know how you get on?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Cadence000
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Posts: 9
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Registered: ‎26-02-2021

Re: What’s an open exception on the order?

Hi, thanks for confirming that,
I’ve just tested my laptop through wired connection and am getting 13.8mbps, which is about the average speeds on our previous supplier.
Thanks.