My order stuck
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My order stuck
05-03-2023 8:54 AM
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Re: My order stuck
05-03-2023 12:27 PM
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Hi there, I'm really sorry about the issue that's delayed your order.
We'll need to get this chased up with Openreach for you, as their contact centre doesn't operate on a Sunday I'll hand this over to a colleague who will chase it up for us tomorrow and come back to you with an update.
Re: My order stuck
06-03-2023 7:48 PM
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Re: My order stuck
15-03-2023 5:51 PM
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Re: My order stuck
16-03-2023 11:54 AM
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Sorry to hear this is still ongoing @dazza1981
I can see our CAT team picked things up this morning and the phone line is now live so we can get your broadband order placed.
As soon as we have a date for the broadband order we'll be in touch
Re: My order stuck
16-03-2023 12:06 PM
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@dazza1981 wrote:
I have moved house and more than 3 weeks later still have no telephone or broadband. I am constantly been told my order is stuck due to a system issue and awaiting KCI 2 which can take 2 working days. I wait the 2 working days, still not connected so chase and get told the same again, stuck due to system issue and need to wait 2 more working days, again with no sucess. This is because very frustrating and I'm not sure how I can escalate to get connected?
Is this a new build? Is this a FTTP install?
If not a new build and not a FTTP installation, would you know who was the previous internet services provider?
New build and FTTP installations can be protracted due to the amount of BT Openreach work which needs to be done to provide new infrastructure. Transfer of service from the LLU operators (Sky & Talk Talk) can encounter no end of BTOR internal issues with THEIR data - which they push back to the ISP. Each issue requires a "Bridge Case" from the ISP which has a minimum of a 48 hour turnaround from BTOR or in some cases BT Wholesale.
Unfortunately, BTOR having identified one issue and pushing it back to the ISP, they DO NOT take ownership of their issues and fix EVERYTHING which might cause the order to fail. Every individual issue is pushed back by BTOR to the ISP ... who needs to raise a new Bridge Case.
Consequently the 2 days can easily become 2 - 4 - 6 - 8 ... plus the turnaround time on each issue.
A new ISP inheriting a multitude of issues when transferring a LLU service away from the other supplier's systems back to BT is unfortunately far too common. BT do not appear to take ownership for their data being wrong and fix it themselves without an ISP requesting that they do so.
Hope your service is operational soon. Note that if the above accurately describes your scenario, you'd have similar issues with another ISP needing to wait for BTOR's 48 hours for everything response time.
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Re: My order stuck
16-03-2023 12:26 PM
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