Is this the worst migration ever? - Now changed to "This IS the worst ...."
Hi there,
I'm sorry to hear about the issues you've had here. I'm just working through the full history of the problem now to see what can be done and I'll do my best to make sure we're handing this urgently and appropriately for you.
I can understand how you feel and that there are a number of different aspects to this issue so I'll do my best to simplify and clarify what's happened, what's due to happen next and outline exactly and honestly what we can or perhaps can't do to help you with this.
I can state confidently that isn't actually right. I can sense that you're feeling a bit stick in the middle hear so I'll explain as best I can why that's the case. Only the company that owns the line can raise a cease order so there's no way we could have done that, even in error. We've submitted a different order to transfer the line over so the issue with loss of service would either be a fault that Be need to help you with or they've ceased it unfortunately.
In order to get the fibre order moving we've cancelled our current line transfer order, I believe this has also been done to assist in you getting the issue with the loss of service resolved with Be. We can only process one order at a time (i.e phone and broadband) when a phone service is being transferred. There should be no reason we see why the fibre install should fail. As one of my colleagues has added to ticket 68192436 we'll transfer the line after the fibre install for you.
So in short, as much as we'd like to be able to we can't help you with the loss of service as it's not down to us I'm afraid but I will ensure that your fibre order is monitored and that your order for phone is placed after that without delay.
I really hope this clarifies where things stand with the issue and don't hesitate to reply if you have any more questions for us or perhaps just want to discuss this further.
Adam
EDIT:
Just an update as you replied whilst I was typing my response
We understand and feel your frustration but that definitely is something you need to raise with your current provider.
I'm sorry to hear about the issues you've had here. I'm just working through the full history of the problem now to see what can be done and I'll do my best to make sure we're handing this urgently and appropriately for you.
I can understand how you feel and that there are a number of different aspects to this issue so I'll do my best to simplify and clarify what's happened, what's due to happen next and outline exactly and honestly what we can or perhaps can't do to help you with this.
Quote Be say they can not help as plusnet have put a cease order on the line which stops them raising faults to BT
I can state confidently that isn't actually right. I can sense that you're feeling a bit stick in the middle hear so I'll explain as best I can why that's the case. Only the company that owns the line can raise a cease order so there's no way we could have done that, even in error. We've submitted a different order to transfer the line over so the issue with loss of service would either be a fault that Be need to help you with or they've ceased it unfortunately.
In order to get the fibre order moving we've cancelled our current line transfer order, I believe this has also been done to assist in you getting the issue with the loss of service resolved with Be. We can only process one order at a time (i.e phone and broadband) when a phone service is being transferred. There should be no reason we see why the fibre install should fail. As one of my colleagues has added to ticket 68192436 we'll transfer the line after the fibre install for you.
So in short, as much as we'd like to be able to we can't help you with the loss of service as it's not down to us I'm afraid but I will ensure that your fibre order is monitored and that your order for phone is placed after that without delay.
I really hope this clarifies where things stand with the issue and don't hesitate to reply if you have any more questions for us or perhaps just want to discuss this further.
Adam
EDIT:
Just an update as you replied whilst I was typing my response
Quote for my line no one will raise the simple bloody fault to BT?
We understand and feel your frustration but that definitely is something you need to raise with your current provider.
Quote bit like you blaming be and you refusing to help
OK, I hope I've made it clear that we don't wish to play the blame game at all, it doesn't help anyone. I thought it best to explain exactly what we can and can't help you with and as mentioned I know you must be feeling stuck in the middle, it isn't nice.
Quote also, even if you do physically install the fibire (which is taking you over 3 weeks to do) will it even work given that the phone line is not connected to anything?
The physical copper line will still be in place which is what's needed for FTTC (fibre to the cabinet) so I can't see any reason why it won't.
From a more positive point of view, I moved from BE to PN in Jan just before the news of the Sky takeover.
I'd been reading the BE forums regularly, seen the increasing issues BE customers were having, the promises of FTTC which never materialised and a promise of my local exchange being upgraded "in a few months" but a year and a half later was no closer. I had a growing unease with BE and decided to make the move to PN.
My move from BE to PN (with a BT line I may add) was pretty seamless with the only issues coming from BE with strange messages about cancelling my service, the customary phantom cancellation charges (I had 3 seperate differing bills at the end) and instant removal of my account login so I couldn't check invoices or go on the forums (there is a way in to the forum through beusergroup).
My Plusnet connection has not been faultless. It has been what I'd class as "very good" though. My speeds have gone from 5-6Mb/s down and 0.8Mb/s upload to 72Mb/s and 18Mb/s. Uptime I'd estimate at >99.5% and when I had a line fault on a saturday I managed to get through to the faults team within 2 minutes. Ping times are <10ms consistently and during peak times the minimum speed I see is between 55Mb/s and 65Mb/s (on a bad day !). Often I still get the full 72Mb/s during peak times.
Overall for the service I get vs the money I pay for it, I have no complaints. With a bit of luck when you eventually get your issues sorted you'll be as happy as me
I'd been reading the BE forums regularly, seen the increasing issues BE customers were having, the promises of FTTC which never materialised and a promise of my local exchange being upgraded "in a few months" but a year and a half later was no closer. I had a growing unease with BE and decided to make the move to PN.
My move from BE to PN (with a BT line I may add) was pretty seamless with the only issues coming from BE with strange messages about cancelling my service, the customary phantom cancellation charges (I had 3 seperate differing bills at the end) and instant removal of my account login so I couldn't check invoices or go on the forums (there is a way in to the forum through beusergroup).
My Plusnet connection has not been faultless. It has been what I'd class as "very good" though. My speeds have gone from 5-6Mb/s down and 0.8Mb/s upload to 72Mb/s and 18Mb/s. Uptime I'd estimate at >99.5% and when I had a line fault on a saturday I managed to get through to the faults team within 2 minutes. Ping times are <10ms consistently and during peak times the minimum speed I see is between 55Mb/s and 65Mb/s (on a bad day !). Often I still get the full 72Mb/s during peak times.
Overall for the service I get vs the money I pay for it, I have no complaints. With a bit of luck when you eventually get your issues sorted you'll be as happy as me