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My order stuck

dazza1981
Newbie
Posts: 4
Registered: ‎05-03-2023

My order stuck

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?
6 REPLIES 6
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,926
Thanks: 863
Fixes: 223
Registered: ‎27-04-2007

Re: My order stuck

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. 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
dazza1981
Newbie
Posts: 4
Registered: ‎05-03-2023

Re: My order stuck

Hi. Still no phone or broadband and no update from PlusNet. Were you able to find out any further information?
dazza1981
Newbie
Posts: 4
Registered: ‎05-03-2023

Re: My order stuck

Hi Adam, nearly 5 weeks now and I still have no phone or broadband. I am waiting for a member of the customer assistant team to contact me but not getting any response to the messages I add to the ticket. Can you please help!
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 9,062
Thanks: 1,639
Fixes: 495
Registered: ‎01-01-2012

Re: My order stuck

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

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
Townman
Superuser
Superuser
Posts: 23,752
Thanks: 10,033
Fixes: 171
Registered: ‎22-08-2007

Re: My order stuck


@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.

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.

dazza1981
Newbie
Posts: 4
Registered: ‎05-03-2023

Re: My order stuck

Hi Matthew, thanks for the reply. Unfortunately there is a fault on the line so despite phone line going live today it doesn't work. PlusNet technical team have raised a ticket so I hope it can be fixed soon