topic Re: Whats Happening in Plusnet Feedback

Whats Happening

bandashing — Sat, 07 Aug 2010 10:33:50 GMT

It seems to me a lot of people are having this problem and the only way to get any response is to post in this forum as many have said the customer service response is non existant I have rang them on many occasions its like talking to a machine all answers are scripted
I placed a order for broadband and phone well over 3 weeks ago I have been without phone line and broadband since the 27th july. The whole household is now getting a bit pissed off so would someone please contact me and let me know whats happening
Thank You

Re: Whats Happening

nadger — Sat, 07 Aug 2010 11:21:02 GMT

Welcome to the forums
The staff that monitor these forums aren't normally around at the weekends but will pick up on this on Monday and will, as always, prove to be very helpful.

Re: Whats Happening

bobpullen — Sat, 07 Aug 2010 12:25:47 GMT

@bandashing, sorry about the delay
I've just taken a look at your account and can see that an order was placed back on the 12th July to provide both voice and broadband simultaneously on the 22nd July. This obviously hasn't happened which at a glance seems down to an ordering error of sorts. I'm going to get one of our provisioning guys to pick this up for you as I suspect a brand new order needs placing.
I'll let you know once I've found out more...
Edit: right, what I suspect has happened is that the corresponding broadband order wasn't placed to coincide with the provisioning of your phone line. This has caused the phone order to stall. I'm going to try closing off the existing order with a view to placing a brand new one to get both the phone and broadband up and running and your number ported across at the same time. Bad news is that this is going to take ten days or so to ensure there are no further complications. I'll happily compensate you for the error once everything's up and running though. Sorry about this!

Re: Whats Happening

sassy62 — Sat, 07 Aug 2010 20:55:21 GMT

Quote
It seems to me a lot of people are having this problem

Nods...

Re: Whats Happening

bventure — Sun, 08 Aug 2010 13:06:54 GMT

Only 3 weeks? Hope you realise how lucky you are, I ordered on 19th June and I still don't have any broadband (got a phone in about 3 weeks though!). Same problem, no-one you can speak to knows or understands what's happenning, anyone who might have any clue you can't speak to - hence more of these issues appearing on the forum, it was the only way I could get any action too.

Re: Whats Happening

bandashing — Mon, 09 Aug 2010 00:13:18 GMT

Why was not this picked up by the customer service people who I spoke to on a number of occasions why are they so incompetent surely by the number of these incidents appearing in this forum is a indication that something is seriously wrong with your customer service people they need severe re-training or need to be replaced by more competent people if I’m not mistaken your customer service is based in India?
If you expect me to wait ten more days I expect a substantial compensation I am getting a lot of stick and bother from the other people in the household and is a cause of a lot of arguements.
I urge anyone else who had the same problem to send a letter of complaint to plusnets head office about the competency of their customer service people.

Re: Whats Happening

pierre_pierre — Mon, 09 Aug 2010 08:05:29 GMT

Quote
if I’m not mistaken your customer service is based in India?

Yes you are
Customer service is based in Sheffield , but has an offshoot they took over from John Lewis in Durban South Africa
dial the 0845 number you might get either, dial 0114 296 5183 and you will get Sheffield

Re: Whats Happening

orbrey — Mon, 09 Aug 2010 08:21:46 GMT

Hi Bandashing,
I've checked on the cancellation order Bob has placed for you, unfortunately we're still waiting for that to go through. As soon as it does we'll make sure the order is placed properly for both phone and broadband and goes through for you as soon as is possible, and as Bob has said we will sort something out for you as a result of the error.
Once again I'm sorry you're having this extra wait.

Re: Whats Happening

bandashing — Wed, 11 Aug 2010 10:06:38 GMT

Someone please give a update of whats happening

Re: Whats Happening

bandashing — Thu, 12 Aug 2010 10:37:48 GMT

This is getting beyond a joke now it seems this forum is just as same as the customer service very thin on information and communication
Someone please tell me whats happening

Re: Whats Happening

BenTrimble — Thu, 12 Aug 2010 11:14:28 GMT

I'm sorry about the lack of communication, Bob will be looking into your account shortly and will update you as soon as we have any further information.

Re: Whats Happening

bandashing — Fri, 13 Aug 2010 10:44:53 GMT

and did Bob or anybody else look into my account to find out whas happening?

Re: Whats Happening

glloyd — Fri, 13 Aug 2010 10:52:58 GMT

You must have a lot of patience, I'd have found another provider by now. Come on PlusNet is this what you call good customer service

Re: Whats Happening

bobpullen — Fri, 13 Aug 2010 11:47:27 GMT

Quote from: bandashing
and did Bob or anybody else look into my account to find out whas happening?

Yes, as mentioned in my last post I closed off the existing order and placed a brand new one to get both the phone and broadband up and running and your number ported across at the same time. The date this was due to complete was 19th August. I did add internal notes to your account but neglected to report back here or drop you an email (sorry about that).
Now for the bad news...
I've checked the progress of the order today and Openreach have cancelled the telephone side of things. The reason they've done this is because they don't like the number portability aspect of things. This is probably due to the number port authorisation code being too old (it was taken from the order that was originally placed), or because your line is no longer active and has since been ceased. This is a bit of a nightmare as it's going to extend the lead time even further!
Is it critical that your old number is ported across or would you be equally happy to be assigned a new one?

Re: Whats Happening

bandashing — Fri, 13 Aug 2010 12:03:35 GMT

"but neglected to report back here or drop you an email"
Seems a very common problem Bob
Any way how long me wait if I keep my old number how long if I get a new number as my order is not placed yet I'm not tied into contract and I can go with a new provider ?

Re: Whats Happening

bobpullen — Fri, 13 Aug 2010 12:22:52 GMT

I'm disappointed the initial order wasn't placed correctly if I'm honest. If it had been then you'd have been up and running 3 weeks ago!
Whether you keep your number or not it's looking like another fortnight, you're fully entitled to take your business elsewhere although I hope you'll be willing to give us another chance to get things up and running for you?
I recognise we've had more than enough time already which is why I'm only too happy to compensate you for your troubles once the service is active.

Re: Whats Happening

bandashing — Fri, 13 Aug 2010 13:02:49 GMT

O.K Bob but you really need to look into whats happening to your customer support If I provided this level of customer service I'd be out of a job 3 weeks ago
I want a date of when I can expect active services and be kept informed is that too much to ask Bob.

Re: Whats Happening

bobpullen — Fri, 13 Aug 2010 13:25:32 GMT

Quote from: bandashing
I want a date of when I can expect active services and be kept informed is that too much to ask Bob.

No, that's perfectly acceptable and is the least you should expect! We'll get the orders placed again for you and I'll drop you an email once this has been done...

Re: Whats Happening

bobpullen — Mon, 16 Aug 2010 11:52:25 GMT

@bandashing, not sure whether or not Jack left you a message this morning but your order's been reappointed for the afternoon of the 27th August. It's important somebody's in between 1pm and 6pm as an engineer will probably need to visit your premesis.
I'll check things again towards the end of the week to make sure everything's progressing as it should...

Re: Whats Happening

bobpullen — Tue, 24 Aug 2010 09:28:25 GMT

Quote from: Bob
I'll check things again towards the end of the week to make sure everything's progressing as it should...

Not quite the end of the week (I've just got back from leave), but I've checked the progress of your orders this morning and the phone installation's still on track for the 27th. The broadband's on track to be activated the same day or the day after.