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.
NB: If a user tells their existing supplier that they are leaving and that supplier places a cease on the line, Plusnet cannot process a new order until AFTER the line has been ceased. That could lead to circa 14 days without an internet service.
I would doubt that Plusnet has delayed the orders expressly. I would suspect that there is confusion arising out of having told your existing supplier that your are leaving. That will have caused a degree of mayhem if they placed a cease order on the line. I would not be surprised if things went like this...
- You ordered with Plusnet - all fine
- You received an estimated transfer date
- Your existing supplier was advised (by the process that you are leaving)
- Your told your existing supplier that your were leaving ... and the invoke their "superior" (we own the line processes)
- They raised a cease order
- That will cancel all other pending orders
- That will give rise to a "cancellation" of the service migration notice in (3)
- That will give rise to a notice to your from your existing supplier thanking you for not moving
Sometimes these practices by some suppliers come close to slamming users to remain with them. When seeking to migrate, it is IMPERATIVE that users leave the process to inform their existing supplier of the intent to migrate. Treat it like changing car insurance suppliers - generally, you do not tell your old one you are not renewing with them.
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.
