Broadband Checking Your Line

[#1]

Good Afternoon,

I made a broadband order last week and received a text saying my order has been delayed. The order tracker has a cross on checking your line - We've found a potential problem. We'll look into this and will be in contact with you shortly. I have received a text saying we will be in contact soon about the delay, however I haven't received any further information. Cant get through on the phone and it appears live chat has vanished, listening to the low quality Christmas songs on the line is likely to drive me insane shortly! Any advice would be appreciated 😀

[#2 · Accepted solution]

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.

[#3]

Thank you!

• 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

Was the case I managed to get through on the phone in the end.