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Broadband keeps getting cancelled

ryanb
Dabbler
Posts: 12
Thanks: 7
Registered: ‎11-01-2023

Re: Broadband keeps getting cancelled

Damn, thanks for trying Gandalf. I've got my ONT serial number to hand if that helps? I attached a photo of it onto my support question. Sounds like Openreach might have a mix up with my ONT, as it's on and the PON light is green. So it's already connected.

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,633
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Registered: ‎21-04-2017

Re: Broadband keeps getting cancelled

Yeah I saw your photo on the ticket and the serial number matched the supplier records we see. 

Not sure there's much more we can do without waiting for Openreach. Should be with the right team as it's been raised to Openreach's fibre enquiries team and our provisioning team are monitoring. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
ryanb
Dabbler
Posts: 12
Thanks: 7
Registered: ‎11-01-2023

Re: Broadband keeps getting cancelled

Thanks for checking that. Hopefully it's just a mixup that Openreach can sort out pretty quick.

Gandalf
Community Gaffer
Community Gaffer
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Registered: ‎21-04-2017

Re: Broadband keeps getting cancelled

No problem, aye fingers crossed it can be sorted soon!

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
ryanb
Dabbler
Posts: 12
Thanks: 7
Registered: ‎11-01-2023

Re: Broadband keeps getting cancelled

Well it looks like support have tried ordering my connection again today. I did ring up to see if they’d heard back from OR but they haven’t. They said they just try to order it again after so many days in case the issue has been resolved. No news yet though, so I don’t know if it’s just been cancelled again.
ryanb
Dabbler
Posts: 12
Thanks: 7
Registered: ‎11-01-2023

Re: Broadband keeps getting cancelled

Well earlier one of the support staff said the OR order was showing as ‘committed’ and tonight I had an email saying my broadband activation date has been confirmed for 17/01/2023. I don’t want to get my hopes up in case that’s an automated message, but it’s looking promising.
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,633
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Registered: ‎21-04-2017

Re: Broadband keeps getting cancelled

That does sound promising!

I’ll have a look at this for you tomorrow. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
ryanb
Dabbler
Posts: 12
Thanks: 7
Registered: ‎11-01-2023

Re: Broadband keeps getting cancelled

And we’re on! Turned the router on and it’s connected. It doesn’t say activated on the account but I’m guessing that doesn’t update until Openreach let you know they’ve done it.
Well thank you all for your help. Especially Plusnet support who worked to fix the issue when another ISP just shrugged their shoulders and left me.
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 9,062
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Registered: ‎01-01-2012

Re: Broadband keeps getting cancelled

Fantastic news @ryanb

I've checked and the order is now complete so I've activated the account for you

Let us know if you have any further issues

After the 3rd of November I will have a limited presence here as I have moved to a new role
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
ryanb
Dabbler
Posts: 12
Thanks: 7
Registered: ‎11-01-2023

Re: Broadband keeps getting cancelled

Awesome, thank you very much!
Chawkins575
Hooked
Posts: 9
Thanks: 2
Registered: ‎15-06-2023

Re: Broadband keeps getting cancelled

Hi,

I'm having this exact issue and have been going around in circles for 2 weeks. ONT install pon light green, OR have said no port etc. Could you please assist?

Thanks
MisterW
Superuser
Superuser
Posts: 16,129
Thanks: 6,129
Fixes: 442
Registered: ‎30-07-2007

Re: Broadband keeps getting cancelled

@Chawkins575 this thread is very old. You'd be better to start a new thread with your lroblem

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.

Townman
Superuser
Superuser
Posts: 23,709
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Registered: ‎22-08-2007

Re: Broadband keeps getting cancelled

Mods ... there is a new topic here - https://community.plus.net/t5/My-Order/Activation-cancelled/m-p/1925417#M28961

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.