Order delayed

[#1]

Hi all,

an hour after ordering the broadband, I've received a text message saying my order has been delayed. The customer service has been a long wait and there is no information on the account stating why there is a delay. Can anyone tell me more details? I am switching from BT. Also will Plusnet notify BT that I am switching? I will explain: BT has 30 days notice period to stop the service. An exception is if the user switches to another provider and the provider notifies them (ridiculous). In that case the notice will go down to 14 days. This would save me some money of course.

Thanks.

[#2]

@andreamarangoni Welcome to the forums. From what I have seen on here recently, that automated message seems to go to everyone seeking a new connection/change of ISP - and I'm sorry I don't know why. You could try ringing in, but be prepared for a long wait.

All transfers are now 'Gaining Provider Lead' - which means they handle informing your previous ISP, so there is nothing you need or should do in this regard.

[#3]

Yeah last time I waited ~30min with no answer... is this long wait common? I am wondering if I made a mistake 😐 

[#4]

Unfortunately at the moment yes, wait times are excessive, but this is supposedly being addressed. I suspect, but can't prove that a lot of these issues are related to the current  CWU industrial action.

[#5]

No chance to get through to a human on the phone and I there were no update. I am afraid but this situation doesn't leave a good first impression. I might cancel straight away. 

[#6]

Hi @andreamarangoni,

I'm very sorry to hear about the issues you've had attempting to reach the team lately. I can see that the provisioning team have provided an update this morning, which can be found here. 

[#7]

That is not helping though, is it? I placed an order to get the broadband on the 8th November, cancelled the previous one and now the provision team say there is an order for the 24th November? why they say there is an order for the 24th?

I am wasting money and cannot work either..

[#8]

I am very sorry for any inconvenience that this might have caused. When you say that you have cancelled the previous one, are you referring to the contract you had in place with BT?

[#9]

yeah exactly. sorry for the lack of clarity

[#10]

Thank you for confirming that. Is it the case that the services provided by BT have already been ceased, or are they currently awaiting to be ceased?

[#11]

"BT has 30 days notice period to stop the service. An exception is if the user switches to another provider and the provider notifies them (ridiculous). In that case the notice will go down to 14 days. This would save me some money of course."

If Plusnet would start on the 8th as I selected during the order, the notice period of 14 days would end exactly on the 8th. I would save 15 days of notice period with BT (~ £20).  

[#12]

Thanks for confirming that. I've raised a further response via a support ticket on your account which can be accessed here. Please let me know if you have any further questions at this time and I'll be happy to assist wherever I can.

[#13]

When you say that you have cancelled the previous one, are you referring to the contract you had in place with BT?

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@andreamarangoni wrote:

yeah exactly. sorry for the lack of clarity

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Oh dear, this is exactly what a user changing suppliers should NOT DO.

Doing this will ASSURE that there will be DELAYS and most likely a loss of internet service and the landline phone number.  When choosing to change supplier, LEAVE the FULL PROCESS in the hands of the NEW ISP (gaining suppler).

If a user tells their existing supplier to cease service, the following will happen...

1. The existing user will set a service cease date on the line - this "locks" the line
2. Whilst there is an open service cease order on a line, other ISPs CANNOT PLACE NEW ORDERS - they will be cancelled by BT Openreach
3. When the existing service ceases, only then can the new ISP raise an order to take over the line - that can take a couple of days to get the phone line working and then thereafter at least another 5 days to get broadband operations (these are BT Openreach's service provision lead times)

Interfering with the gaining supplier led service migration process will lead to delays and loss of service ... exactly as you have described.  All that can now be done is to sit and wait to BT Openreach to get around to restoring a connection as per their published lead times for a NEW service provision.

Moderators Note: Typo corrected

[#14]

I have just called BT and they told me everything they did was to cancel the service and Plusnet should be able to take over the line.

What now? 

[#15]

If the service termination is complete, a new ISP can now raise new orders on the line.  Depending on the precise state of the line in BT Openreach systems, restarting the PHONE service can be as quick as 48 hours, but restarting the broadband service is usually AT LEAST 5 working days.