topic Activation date query in My Order

Activation date query

BarkingMad — Sun, 21 Aug 2022 13:09:13 GMT

I placed an order (LL + BB) to move to PN from BT some days ago.

Initially received a text to say order delayed. Called and said it had been rectified.

Next received email that said problem and BB cancelled. There was additional text on my ticket to say "LL not found". I spoke with Jay C, expressing an interest to cancel the transfer since it wasn't looking good. Jay sorted the issue. It appears Openreach/BT has been given an incorrect LL number. I entered correctly on the order, so somewhere a cut/paste/re-type had introduced an error. I would have thought everything would be automated. Jay confirmed migration set for 12 Sept.

I have received an email from BT saying service terminated on 12 Sep.

I have received SMS and email from PN saying go live is 13 Sep.

Surely the BT termination and PN activation should be on the same day - the 12th? We don't need comms on that day, but we do on the 13th.

Can someone confirm the date please?

I'm also helping my elderly non techie neighbour move from BT to PN. She has received the same "order delay" SMS I received. We spoke to PN on Thurs (I think) and was told someone would call by Friday. No call so far.

Re: Activation date query

Mustrum — Sun, 21 Aug 2022 13:29:14 GMT

@BarkingMad It is just PN's odd way of doing dates 00:00 on the 13th, is a minute after 23:59 on the 12th.

You are likely to lose service from BT in the eawhen I moved I was up and running again around lunch time, but as they say it can be any time up yo midnight.rly hours on the 12th,

Re: Activation date query

BarkingMad — Sun, 21 Aug 2022 15:22:35 GMT

@Mustrum

Thanks.

Re: Activation date query

EmilyD — Wed, 24 Aug 2022 12:07:47 GMT

Hi @BarkingMad. I’m so sorry for how long it’s taken to get back to you! We’re quite busy right now, so it’s taking a longer than we’d usually like to get back to customers. I'm sorry for any confusion surrounding the activation date and for any inconvenience that this has caused. I've had a check of your account and it appears that you have now cancelled the order. Please let me know if there's anything else that you'd like to discuss in regards to this.

I'm sorry to hear that your neighbour didn't receive a call on Friday as promised. That's certainly not the level of service that we would expect. If you have their account username to hand, please send it over to me on a private message and I'll have a look into what's happening with their order.

Re: Activation date query

BarkingMad — Wed, 24 Aug 2022 12:12:42 GMT

Hi @EmilyD

Yes, things have moved on and I have attempted to cancel my WLTO. There is some issue with OR and although PN systems show I am cancelled, the same isn't true for OR systems.

I started another post about this.

https://community.plus.net/t5/My-Order/Cancellation-issue/td-p/1885149

Can you help?

Regards

Re: Activation date query

EmilyD — Wed, 24 Aug 2022 12:26:24 GMT

Many thanks for confirming that @BarkingMad. I'll pick this up on the other thread and I will be back in touch shortly.