topic Re: Yet another where's my order thread. in My Order

Yet another where's my order thread.

Noonans — Fri, 16 Dec 2022 14:26:05 GMT

Is there anybody there? I am a existing customer that is trying to set up an account for some elderly relatives, this recent experience has left me doubting on whether to renew when my own contract expires

After reading other threads in this forum I am not expecting any miracles but here goes....

After replying to the email sent to me regarding on whether I wish to proceed with my order, I have heard nothing....I have tried several times to contact the customer service team via all of the numbers provided and suggested in other posts but to no avail.

For a company the provides sources of communication and openly advertises it's award winning customer services, I find this perplexing to say the least.

The preferred installation day I provided for the BT OR engineer to visit has since past and I am none the wiser as to what is happening with my order, only that since replying to PlusNet support, the open ticket has been released from hold and sent back to Early life. Some update on progress from a real person and not an automated bot would be reassuring.

Hopefully this post is read by someone from the customer service team and they reach out.....

Re: Yet another where's my order thread.

Townman — Fri, 16 Dec 2022 15:03:54 GMT

@Noonans wrote:

After replying to the email sent to me regarding on whether I wish to proceed with my order, I have heard nothing....

Did you reply to the email or did you reply to the ticket the email pointed you to? Plusnet does not do contract communications over email.

See your tickets in the member centre using the PN Tickets link below and REPLY TO THE TICKET.

Re: Yet another where's my order thread.

Noonans — Fri, 16 Dec 2022 15:39:12 GMT

Hi Townsman,

I initially replied to their email, the realised my mistake so replied to them on the ticket.

Re: Yet another where's my order thread.

adamwalker — Tue, 20 Dec 2022 12:05:29 GMT

Hi there @Noonans, I'm sorry for the delay in this being picked back up after you got back to us. We've got the orders in place to transfer your services over to us and that's due to complete on 5/1/22.

Re: Yet another where's my order thread.

Noonans — Tue, 20 Dec 2022 19:58:35 GMT

Hi Adam,

This is far from ideal and based on your own campaign far exceeds 3 to 10 days you specify on you own website but thank you for the update. Would I be correct to assume that no engineer visit is going to take place or have I mis-understood. or has this already taken place at the exchange and not the property?

It would be handy to know so that I can ensure that someone in if required.

Re: Yet another where's my order thread.

adamwalker — Wed, 28 Dec 2022 11:47:34 GMT

Hi Noonans. it's a minimum 10 working days for a transfer of a working connection from another provider (working days being defined as excluding weekends and bank holidays) so that takes us up to 5/1/23 (sorry for the typo previously!)

No one will need to visit you as you've already got a working connection.