Order currently being processed

[#1]

Hello, does anyone know if it's normal for the order to still be processing after five working days? I was told it would take up to ten working days for broadband to be set up, in which the phone line should be 2-4 days. It's been five and I haven't received an update at all. I moved into a new property. I apologise if I'm being impatient, as I'm a student and need Internet access for my studies. I was hoping it would be sorted quickly as there is already a BT line at the address. Where it says activation date it is blank.

[#2]

Hello Rosie,

How long this will take totally depends on the state of the line when the order was placed.

1. The there was an active service on the line for which the previous occupant had placed a termination notice with their supplier - no ISP would be able to place a new order until after that service termination had completed
2. If there was a working line with a live service, an ISP can raise a takeover order which will take at least 10 days on the basis that there is no "interference" with the order by the current provider / customer
3. If there was no active service but the line was still fully connected, restarting the phone line might be achieved in 48 or so working hours ... and the broadband then 5 or so days later

There are however a number of things which can go wrong within BT Openreach or BT Wholesale to slow down the whole process...

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.

[#3]

Moderators Note

This topic has been moved from Broadband to My Order