Order delayed

[#1]

Hi there,

I recently put an order through for Plusnet broadband. I received a text last week to say the order was delayed and when I called up I was told the original order had been put through incorrectly but that it's been sorted and my 'go live' date is the 22nd.

I've received another text today to say that the order has been delayed again - I was wondering what might be causing any further delays? We've only recently moved to the house and tried getting broadband through another provider that fell through so we decided to try Plusnet. As far as we're aware, the phone lines etc should all be clear for Plusnet to hopefully take over at some point.

Any help would be greatly appreciated! 

thank you

[#2]

Hi there Katie, 

Sorry first of all that you haven't had a reply back from us for a long while, that must be really annoying.

I've just checked and your services are definitely due to go love on the 22nd, essentially the delay occurred due to an issue with automation but we've since placed the orders manually so apologies that the communication about that hasn't been as clear as it could have been, I will pass on some feedback about that.

[#3]

Thanks for coming back to me.
I've just checked my broadband order checker though, before it got to the waiting to activate broadband/preparing to order the router stage, but now its gone back to say there's an issue with the phone line and an issue with my order? The first payment has also been taken but the tick next to that has completely disappeared? Are there any further issues or can I still expect the router this week and to go live on 22nd?
Thanks in advance for your help!

[#4]

Hiya @katievsmith27, 

I'm really sorry for the delay in getting back to you and for the confusion on your order. 

The order is delayed as there is a system issue that is preventing it from progressing on our suppliers side, which means they are having to manually build the order to get this put through. 

They have asked us to give them 48 working hours and to check back for an update on 27th. Our provisioning team will keep you updated, but feel free to give me a nudge if you need me to chase this for you.  

The router has been ordered today and that will be with you in the next 3 to 5 working days. 

[#5]

Thanks for coming back to me, and sorry to message again. I've received the router but now I've had an email to say my Home Phone order has been cancelled. This isn't an issue as we are not likely to have a home phone, but I wondered if this will affect our broadband order and if we need to put in a new order and start again? Order tracker is telling me you're still running the final check at Stage 3 so im not sure whats going on?
Thank you again for all your help

[#6]

Hi there,

No worries and I'm really sorry for the issues with your order.

We'll have to provide a phone line to activate your broadband, but I can see that we've since booked an engineer visit for 09.08.22 between 8am to 1pm. 

Once the engineer completes the work, it can take anytime up to midnight for your broadband to go live.

Let us know if there are any issues. 

[#7]

@katievsmith27  According to @Gandalf  you need a new phone line installed to get Broadband, this seems strange as it has not been mentioned previously in this thread. Obviously there has been some problems with your order but I would have thought the lack of a phone line would have been picked up as soon as the order was placed. The systems have failed on this one.

I notice you have recently moved to the property so maybe there is no working phone line.🙄