Plusnet are LYING to me
Argh I don't know why I keep missing your calls.
What kind of issue is on my broadband? I did call customer services who said it might take up to midnight Thursday to be activated but when the appointment was made I was told it would be activated at the same time as the phone line.
Interestingly I asked the engineer who came this morning whether he was booked on my initial appointment...he wasn't but he admitted that some engineers look at the job from the outside and if it's too much trouble they don't bother! Outrageous. He did have to lean out of the window to fit the wires but it took him 20 mins, not what I would call a particularly difficult job.
I hope this is the last time I post on here.
What kind of issue is on my broadband? I did call customer services who said it might take up to midnight Thursday to be activated but when the appointment was made I was told it would be activated at the same time as the phone line.
Interestingly I asked the engineer who came this morning whether he was booked on my initial appointment...he wasn't but he admitted that some engineers look at the job from the outside and if it's too much trouble they don't bother! Outrageous. He did have to lean out of the window to fit the wires but it took him 20 mins, not what I would call a particularly difficult job.
I hope this is the last time I post on here.
Hi there,
I'm just picking this up in Chris' absence for you.
We've still yet to receive an update from our suppliers about the routing issue which I know to be delaying the broadband order. As we escalated this on Tuesday we need to allow 5 days for a response before we can escalate this further, that takes us to next Tuesday. If we have't received a response by that time we'll look to escalate this to the highest point we can. Hopefully we won't need to and we will have had a response by then.
I'm sorry this is taking so long to resolve, I've looked over the notes on your account from the point you originally requested the move and I can see how long you've been waiting and it's not good.
Between Chris and myself we'll ensure we continue to push back hard on our suppliers and we will make sure we credit you for the length of time you've been without service plus we want to make sure a gesture of good will comes your way too.
I'm just picking this up in Chris' absence for you.
We've still yet to receive an update from our suppliers about the routing issue which I know to be delaying the broadband order. As we escalated this on Tuesday we need to allow 5 days for a response before we can escalate this further, that takes us to next Tuesday. If we have't received a response by that time we'll look to escalate this to the highest point we can. Hopefully we won't need to and we will have had a response by then.
I'm sorry this is taking so long to resolve, I've looked over the notes on your account from the point you originally requested the move and I can see how long you've been waiting and it's not good.
Between Chris and myself we'll ensure we continue to push back hard on our suppliers and we will make sure we credit you for the length of time you've been without service plus we want to make sure a gesture of good will comes your way too.
Quote I don't understand what is actually happening anymore.
I'm sorry we've left you feeling that way, this has been a complex case with lots going on so I'll do my best to summarise for you and address your concerns:
Quote Is my phone showing as an active asset on the property now?
Has the external routing work been done yet?
Have they updated their systems yet?
What is preventing the routing details from passing over to the other suppliers?
These things all relate to the same issue which is preventing the completion of the DSL order at the moment.
The issue with lack of routing records is a knock-on effect from the issue where we don't see an active phone asset listed. In relation to your last question any of the other ISPs that deal with BT Wholesale or Openreach as a supplier would unfortunately be facing the same issue at the moment and they would be party to the same information as we are in relation to this.
Quote Also Chris Pettitt said he would send a router in the post which has still not arrived. I do have the router and modem from my previous fibre broadband in my old property, but like I said in a previous post the engineer left me with just a normal phone socket so I had to go out and get an adapter to fit both the modem and phone. Is this even going to work when/if the dsl broadband is sorted out?
Apologies, I'll check with Chris and get one sent out now for you. I'm not sure what you mean by an adapter though, the only requirement in terms of physical connectivity to the line from a DSL modem or router is to use an ADSL filter, which splits a phone socket to a single phone connection and a DSL connection, we supply two of those with our router.
Quote Also if this dsl broadband fiasco ends happily eventually I don't want to bother with the fibre broadband (Chris Pettitt suggested dsl as a stop gap in the meantime waiting for the fibre broadband - was given a install date of 14th November for this) because I can't take anymore of this. If this dsl broadband is so difficult to get I can't envision fibre broadband being any easier.
I'd agree with that idea. I'm really sorry this has dragged out and we're extremely grateful for your patience.