Hi,
A warm welcome to the forums. Such issues are not untypical, generally arising from issues in their supplier’s systems.
Are you migration from one ISP to another?
If yes, have you told your existing supplier that you are leaving? If yes, that could well be the cause of your issue. It is imperative when migrating that you leave the entirety of the process to the new supplier. Were a losing supplier places a service cease order on a line, no other supplier can place orders against that line until after the cease date. Doing so results in a cancelled order.
If this applies, please ask your existing supplier to cancel the lines cease order.
If you are moving property and this order is for a service take over there, then it is reasonable that the current occupant will have given their supplier a termination notice ... in which case, the above applies, but you cannot influence matters.
There are other order checks which can give rise to failure. For example a simultaneous migration and upgrade from ADSL to FTTC, where the FTTC cabinet is full can result in order failure.
Even migrating FTTC to FTTC in a full cabinet has been known to cause issues.
A full answer (one having sight of your failure reasons) needs staff attention. Looking at your ticket history in detail might tell you more. See the link below.
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.
