Understanding broadband order statuses
Any order placed in the Metis portal will pass through various order statuses as the order progresses. These different statuses are explained below.
| Order Status | Description |
|---|---|
| Pending | Order sent to the supplier, awaiting acknowledgement from them. |
| Acknowledged | Order confirmed with the supplier |
| Committed | Order appointment confirmed by the supplier and a Committed Date has been advised. The order will be activated on this date. |
| Completed | Order installation completed by engineer, service is ready to use and billing has commenced. |
| Cancelling | Order is awaiting cancellation with the supplier. |
| Cancelled/Cancelled up to PONR | Order cancelled with the supplier. PONR means Point of No Return, meaning it was cancelled between the order being placed, and 48 hours before the committed date. |
| Rejected | Order has been rejected by the supplier. Suggests an issue with part of the order, and these will be reviewed by Packnet's support team. |
| Delayed | Order appointment cannot be met. This might be because further work is required etc. If you want more information about an order that has a Delayed status, reach out to our support team for more information. |
| Ceased | This status only applies to active orders, that have been ceased. |