topic Re: Order delayed in My Order

Order delayed

Cacicula — Tue, 06 Sep 2022 12:51:10 GMT

Hi I need help with my order. It was supposed to go live yesterday and I was assured that by a Plusnet representative but it did not.

I am not waiting for an update because the person I spoke today did not know why it was delayed.

Please help I work from home and I can’t keep using a hotspot.

Thanks

Re: Order delayed

Gandalf — Mon, 12 Sep 2022 13:17:09 GMT

Hi there,

I've replied to your other post over here https://community.plus.net/t5/My-Order/Joined-18th-August-and-nothing-since/m-p/1887332/highlight/true#M24231 regarding this. I'm really sorry for the delay with your order.

We're due another update today but it may take up to midnight to come through so I'll make sure we update you tomorrow.

Re: Order delayed

Cacicula — Tue, 13 Sep 2022 11:04:23 GMT

Thank you for looking into it. To be honest I am very dissapointed with the service I am receiving right now. It has been now more than a week from they day my order was supposed to be live and still no timeframe on when I am going to have internet service. You are just pushing the date more and more promising updates but no clear compromise.

I was told by the first agent I spoke to that my connection would be live on the 05/09 and he even sent me an text message to confirm that.

I work from home and I have spent a lot of money on data in order to be able to hotspot, with plusnet mobile as well.

This is just unacceptable service. I understand that Openreach does not work well but that is not my problem. I requested my house move with plenty of time to get things going.

If I knew it was going to be this bad I would have just cancelled my contract and take my business elsewhere.

I still expect a solution for my problem and my connection working, I was told I would get an update today and nothing so far. I even checked my tickets and saw it is on hold until the 20th now… I am tired of this really.

Re: Order delayed

Cacicula — Tue, 13 Sep 2022 11:19:04 GMT

I have just read that I'm entitled to £5.25 a day from my promised activation date, that would be the 3rd of September. How do I claim that? Will that be added automatically to my account? Please respond to this as well.

Re: Order delayed

Gandalf — Tue, 13 Sep 2022 12:30:58 GMT

Thanks for getting back to me @Cacicula

I do understand the frustration especially if you have to work from home, but I can assure you we're working with our suppliers to get you online as soon as possible and we can only provide updates we've received from our suppliers. We're not going to promise a timeframe at this stage, as that wouldn't be accurate because we don't have it.

However, Openreach had accepted the escalation which I raised and today I've already escalated it to manager level to gain traction. They're reviewing this tomorrow and that's when the ticket 226830517 is on hold until.

The ticket 227033350 which is on hold until the 20th bears no relevance to your order as this is a ticket we're monitoring so we can make sure your monthly cost is as we've agreed once your order's completed. I'd expect this particular ticket to be placed on hold continually until the order is completed, at that stage we'll then action that.

As for compensation for a delayed activation, it'll be calculated added onto your account automatically. We have a help guide here https://www.plus.net/help/legal/automatic-compensation/ which explains how we'll work it out.

Re: Order delayed

Gandalf — Wed, 14 Sep 2022 06:40:35 GMT

Hi there,

I'd received another response from our suppliers escalation team yesterday after I'd left the office. The phone order has been completed, and they're expecting your broadband to go live today, so they'll review this again tomorrow.

Re: Order delayed

Cacicula — Wed, 14 Sep 2022 09:18:22 GMT

That is certainly good news, thank you for your work. Let’s hope I can connect tonight.

Re: Order delayed

Gandalf — Wed, 14 Sep 2022 09:29:25 GMT

No problem at all. Happy to help! I'll check back in the morning for you.

Re: Order delayed

Cacicula — Thu, 15 Sep 2022 05:14:08 GMT

Well, still no broadband active.

Re: Order delayed

Cacicula — Thu, 15 Sep 2022 06:37:56 GMT

I don’t know if Openreach did the work and Plusnet have to activate something on their end but I would be extremely frustrated if I do not have internet today. I had to buy yet another data extension to be able to work, with plusnet mobile.

Re: Order delayed

Gandalf — Thu, 15 Sep 2022 06:39:27 GMT

I'm really sorry to see this. The broadband order's not completed yet but I'm expecting our suppliers escalation team to get back to me today so I'll update you as soon as that come through and I know more.

Re: Order delayed

Cacicula — Thu, 15 Sep 2022 06:44:13 GMT

I have to say this is extremely disappointing I understand we are all hostages of Openreach but the way they work breaking deadlines and promises is infuriating.

So far I have spend £45 pounds in extra data and I had my day planned to work using the fibre connection.

Plusnet employees are nothing but polite to me but the situation is really getting in my nerves at the moment.

Re: Order delayed

Gandalf — Thu, 15 Sep 2022 06:56:55 GMT

I agree it is disappointing and I'm sure this is frustrating our suppliers too as they're trying to get this resolved.

I'll make sure to keep on top of this for you and the moment I hear anything you'll be the first to know.

Re: Order delayed

Cacicula — Thu, 15 Sep 2022 10:04:41 GMT

Thank you for answering that quick, please do update me as soon as something comes up. With the bank holiday approaching on Monday I am not very optimistic in Openreach having it done if it is not today.

As you said before, the order should have gone live yesterday and I do not understand these delays after 10 days. Another delay from today would be certainly devastating for me as I am in desperate need of a estable connection due to my work.

I appreciate there is 5.25£ Per day compensation but it seems now to me that it not enough taking into account how many data bolt ons I had purchased over these days.

Sorry if this sounds like I am venting but the ISP experience I am having is far from good this time.

Re: Order delayed

Gandalf — Thu, 15 Sep 2022 12:48:38 GMT

No worries at all and I appreciate it's an incredibly frustrating experience.

Openreach's escalation team have got back to me advising that an engineer went out yesterday and identified that they need new equipment known as LIC at the exchange, which suggests the existing spare equipment is faulty.

So they've given the engineer the relevant phone number for BT Wholesale to request this new equipment. As you can expect due to the weekend and bank holiday, I've been given a review date of by the close of play on 21st September.

I've however emailed a colleague in Wholesale's complex faults team to see if there's anything he can do to help.

I'll update you today if I get anything further back. I'll be off tomorrow until Sunday so I can check back then too.

Re: Order delayed

Cacicula — Thu, 15 Sep 2022 12:56:41 GMT

Thank you for the update.

Any chance the engineer called yesterday to get the equipment necessary and get the job done today or tomorrow?

I mean, this is the second time as far as I know that they have been checking that exchange so I would expect for them to know what equipment they need.

I will be waiting for your update today or I will try and call tomorrow as you told me you are off. Thanks

Re: Order delayed

Gandalf — Thu, 15 Sep 2022 13:11:17 GMT

No problem and thanks for getting back to me @Cacicula

I don't know but hopefully they did. It's unlikely that we'll be able to do anything more until the review date Openreach have given. While I'll be off tomorrow, the order will still be in hand and I can check for a response from Wholesale on Sunday.

Re: Order delayed

Gandalf — Thu, 15 Sep 2022 15:27:19 GMT

Right I've spoken with my colleague in Wholesale and I've tested your phone line which is showing what's known as a "Dis in exchange (Openreach side of MDF)" which may likely be what's holding up the broadband order.

He says that this and the "LIC" whether they're the same or different issues would both be the responsibility of Openreach to resolve, so I've reported the phone line exchange problem as a fault to Openreach. Faults are generally prioritised over orders, so hoping we gain some traction this way. Unfortunately the weekend ahead doesn't help which means we've been given an estimated response time of by 20/09/22 23:59:59 for a fault engineer to investigate. I would add +1 day to that as it doesn't look like the supplier system has taken into account of the obvious bank holiday on Monday.

This response time though doesn't mean the engineer will be going out on the last day, it could be anytime before then. Once that's fixed, I'm hoping that Openreach can then run a line test on the back of the broadband order, see no issues then be able to complete it in their system to activate your broadband service.

As you can tell I'm making sure pretty much every angle is covered here!

An observation... you've mentioned that you're looking forward to getting fibre but the order we've placed is for ADSL (standard broadband). From what I can see it looks like initially you agreed with us to go onto ADSL but then a week later, you rang us back to request fibre but we didn't change the order we had already placed.

If you're still wanting fibre, after the order's completed I can arrange this by upgrading your service and I'll make sure an engineer does the switch as soon as possible. Apologies again for the complications.

Re: Order delayed

Cacicula — Thu, 15 Sep 2022 15:43:41 GMT

Thank you check that I really appreciate.

Wow I do not know about the ADSL, it was originally ADSL but then a few days after there was space in the exchange and I called to change it. I even signed a new contract for Fibre Extra and I have the email stating that as well.

I was assured in others calls that my order was for fibre extra even as I mentioned that it was ADSL originally.

This is really a setback as what I was expecting was fibre internet and I can’t believe we have been waiting 10
days now for an ADSL order.

Could you please look into my tickets and the contract I signed? I have the email stating it is fibre and the speeds.

It is not acceptable for me to have ADSL in the end as I signed fibre.

This never ends. Please let me know, I was not expecting this at all.

Re: Order delayed

Gandalf — Thu, 15 Sep 2022 15:56:59 GMT

I have read the tickets and I'm aware you'd agreed to a fibre extra contract, but at that point the ADSL order was already in place. We should've ideally cancelled that and placed a new order to provide Fibre Extra instead.

At this stage we're better off carrying on with the order for ADSL to get you online so you have a service of some description while we're upgrading it to fibre. I'm however happy to cancel this order and replace as a fibre order, if you'd want me to.

I fear though if we do go down that path then it might just delay things as we'd generally need to wait a couple of days for the order to be cancelled before we're able to place a new order.

I'm really sorry again for the issues.