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Why the delay in placing an order?

Posts: 22,338
Thanks: 9,208
Fixes: 146
Registered: ‎22-08-2007

Why the delay in placing an order?

See 149032456

Requested a premises move early Thursday morning and promptly received confirmation of the request and a note to say an update will be provided in 48-72 hours. Late Sunday afternoon there is no update.

Called business support late Sunday afternoon and am told that the order has not yet been placed and could be a further 24 hours. Asking why the order had not actually been placed yet, the agent said he would do it there and then.

So why when the request to migrate was recorded did the agent there and then not raise the order with the suppliers? Knowing BTx's perpencity to produce cockerel-ups - with the risk of missing target dates - is delay built in to the process?

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.

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 116
Fixes: 3
Registered: ‎02-05-2017

Re: Why the delay in placing an order?

Hi Townman, I am sorry about this delay, when you were advised an update in 48/72 hours it should have read 48/72 working hours meaning the update would have came on the following Monday or Tuesday at the latest.

Also regarding the agent you spoke to they may not have been trained in order processing so they would pass the request to the provisioning team to pick it up via an internal Ticket.

The Provisioning team work through tickets on a time/date order and this is why there was a slight delay before the order was placed. I appreciate your time whilst the orders are progressing & we will keep you updated in the interim.