fibre broadband
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fibre broadband
on 16-09-2019 9:51 PM - last edited on 16-09-2019 10:43 PM by Strat
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Can anybody help with my order 24/08/19 payment was taking out ,i missed a few phone calls from plusnet ,they left messages to say my order is still been processed ,after checking my order online it says theres a potential problem on my line
acc user name [Removed]
Ian Thompson
Moderator's note by Dick (Strat): Personal information removed from a public forum (to an area that staff can see).
Re: fibre broadband
17-09-2019 11:49 AM
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Thanks for getting in touch @THOMMO7777.
I'm sorry to hear that your order hasn't progressed yet.
I've chased this up with our suppliers who have advised the delay is due to issues with bringing over your number from your previous provider.
They're chasing this up for you and we should have a further update tomorrow
Re: fibre broadband
18-09-2019 12:35 PM
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Re: fibre broadband
18-09-2019 1:48 PM
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Hi @THOMMO7777, thanks for getting in touch.
I've been in touch with our suppliers and have been advised your previous suppliers have placed an order to release the number over to ourselves on 23/09/2019. Before the number is fully ported over to ourselves we'd be unable to activate the service.
I do apologise for the inconvenience this causes.
Re: fibre broadband
18-09-2019 1:53 PM
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Moderators Note
This topic has been moved from Fibre to My Orders
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: fibre broadband
18-09-2019 1:57 PM
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Re: fibre broadband
18-09-2019 2:06 PM
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Re: fibre broadband
18-09-2019 3:53 PM
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Hi @Thommo777,
Thanks for getting back to us.
The delay to your number porting is down to the provision process at your previous provider, and not to a fault on the line. The date advised is for the number to be transferred, and not necessarily your installation date. Your order is being monitored here by the Provisioning team and they will advise the install date in due course.
Thanks - LF
Re: fibre broadband
19-09-2019 6:30 PM
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Re: fibre broadband
19-09-2019 8:56 PM
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Thanks for getting back to us Ian,
I'm sorry to see there's been a delay bringing your line and telephone number over resulting in a delay in activating your broadband service. I've checked this out and I can see the phone order is due to complete today before midnight.
Once that's happened I'd expect the fibre order to follow and complete shortly after. There's not much we can do to chase things up tonight, but I've set a reminder for myself to check back tomorrow afternoon when I'm back in the office.
Apologies for the inconvenience this causes.
Re: fibre broadband
20-09-2019 3:39 PM
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Re: fibre broadband
20-09-2019 3:58 PM
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Re: fibre broadband
20-09-2019 4:47 PM
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Thanks for getting back to us @THOMMO7777
I'm sorry to see your order is still is delayed. The number port activity on the order is still outstanding, so I've been chasing this up with our suppliers and it looks like the delay was due to a system issue on their end.
Unfortunately I've been advised that the number port is set to go through on the 23rd and there isn't anything which can be done to bring this forward. I've escalated this with our suppliers but due to the upcoming weekend it likely won't be picked up until next week. Apologies for the inconvenience this causes. We'll update you as soon as we know more.
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