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broadband order stuck on checking my line we have found a potential problem

loopy333
Newbie
Posts: 3
Registered: ‎30-11-2022

broadband order stuck on checking my line we have found a potential problem

As the subject suggests, I received a text saying my order was delayed then when i checked the order I was presented with a big red cross on the checkling the line step and this message "We've found a potential problem. We'll look into this and will be in contact with you shortly." Haven't heard anything from plusnet yet...

8 REPLIES 8
jab1
Legend
Posts: 17,095
Thanks: 5,482
Fixes: 255
Registered: ‎24-02-2012

Re: broadband order stuck on checking my line we have found a potential problem

When did you receive the text? And have you checked for an open question/ticket on your account/

John
loopy333
Newbie
Posts: 3
Registered: ‎30-11-2022

Re: broadband order stuck on checking my line we have found a potential problem

I received the text on the 29th November (day after order), and I can't see any question/ticket on my account.

jab1
Legend
Posts: 17,095
Thanks: 5,482
Fixes: 255
Registered: ‎24-02-2012

Re: broadband order stuck on checking my line we have found a potential problem

So that was one day later? Unfortunately, staff levels at Plusnet seem to be low, so answers/tickets/questions are slow. If you don't see anything by Friday, I would suggest ringing in.

John
Townman
Superuser
Superuser
Posts: 23,039
Thanks: 9,623
Fixes: 160
Registered: ‎22-08-2007

Re: broadband order stuck on checking my line we have found a potential problem

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.

 

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.

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,907
Thanks: 1,525
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Registered: ‎01-01-2012

Re: broadband order stuck on checking my line we have found a potential problem

Hi @loopy333

I'm sorry to hear about the delay with your order.

From what I can see there were issues with your address on our supplier's systems which are fixed now and we've been able to place the orders.

Everythings due to go active on the 15th now and you should receive the router in the next few days 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
loopy333
Newbie
Posts: 3
Registered: ‎30-11-2022

Re: broadband order stuck on checking my line we have found a potential problem

My broadband was supposed to go live yesterday, but now I've received a text saying it's been delayed... Not happy with this service so far...
Townman
Superuser
Superuser
Posts: 23,039
Thanks: 9,623
Fixes: 160
Registered: ‎22-08-2007

Re: broadband order stuck on checking my line we have found a potential problem

Again, check the tickets (including closed ones) using the PN Tickets link below.

Unfortunately when there is a BTOR data records issue, there can be a need for a couple of ORDI corrections.

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: 16,877
Thanks: 882
Fixes: 221
Registered: ‎27-04-2007

Re: broadband order stuck on checking my line we have found a potential problem

Hi @loopy333, I'm really sorry there's been another delay to your order. I've just chased it up with Openreach and we should have your services activated within the next 2 working days. 

 

I tried calling you but it rang through to voicemail, so apologies if it was a bad time. 

 

I've added an update with details on to your account here: https://www.plus.net/wizard/?p=view_question&id=229517791

 

Adam

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