topic Re: ok here goes.... in Plusnet Feedback

ok here goes....

Devonian — Mon, 16 May 2011 17:25:56 GMT

My broadband was connected to PlusNet last Tuesday (10th) and up until then, the order process was perfect.
Tuesday afternoon/evening the broadband was rather jittery, and the ping was in the 100's, so I posted on here.
Within a few hours I had a reply telling me BT hadn't completed the order properly, but it was now complete and my connection should be alot better.
JoJo was correct, my connection improved alot.
Now, for the past few days I have got the odd strange email from PlusNet telling me broadband order had failed, and there were problems etc, so I raised a ticket.
I was told its a glitch in the system.
No problem.
I was then given a date for my phoneline swap over from BT to PlusNet as being the day before my birthday... 24th May!
Today, an hour ago, I received a phone call from a chap at the provisioning dept. at PlusNet.
He told me BT had cocked up my order.
Apparantly BT have put a CANCELLATION order on my broadband, instead of an order to change my phoneline!
The chap said PlusNet only just picked upon this, and he was doing all he could to stop the broadband cancellation, and get the phoneline order reactivated!
He also said that he had been on the phone to BT for over an hour, and still hasen't resolved things.
He said that he thinks it will be another month before my phone is connected to PlusNet, and at the moment he is still trying to stop the order to cancel my broadband, and that he will call me tomorrow!!
This all seems rather bizzare to me.
How can a simple broadband migration cause so many problems?
Especially as my connection is working perfectly.. albeit with a large number of errors.
What I'm most worried about now, is that BT are cancelling my account from 24thMay, as that was the order completion date I was given.
BT wont cancel the request to stop my account, because quite simply they are being bloody minded, so I'm going to be left with no phone line, and that will mean no broadband.
Confused, and slightly peeved is what Im feeling at the moment!!!

Re: ok here goes....

bobpullen — Tue, 17 May 2011 08:39:10 GMT

Hi there,
Apologies to hear that there have been problems with the order.
I've taken a quick look at your account and admit that the situation looks less than typical. I've never personally known a PSTN transfer order to cancel a DSL migration order. Having said that, most of my experience is with BT Openreach's older phone provisioning system which changed a while back.
Looks like your DSL order completed early (in reality rather than in BT Wholesale's systems). After posting here, JoJo activated your account at our side but what this then did was fire off the PSTN transfer orders. Apparently when this is done without the DSL order completing before-hand it can leads to issues like this.
I'm assured the issue is in hand and that we're doing all we can to escalate the problem with our suppliers.
I suspect you'll receive another update later today...

Re: ok here goes....

Devonian — Tue, 17 May 2011 09:46:02 GMT

Hi Bob,
thank you for the reply.
I just received a call from PlusNet with an update.
Aparantly BT are trying to cancel the order to cancel my broadband, but are saying it is a difficult thing to do, and will update PlusNet in 48 hours.
At the same time my phoneline order has been completely cancelled, to stop it cancelling my broadband!!
I have to admit I am finding it very hard to beleive that something as simple as cancelling an order can be causing so much trouble for BT.
And whats more, I have now found that BT have restricted my phone to incoming calls only.
The reason?
So they can prepare my final bill!!
I'm expecting to arrive home from work tomorrow morning to find my broadband has also been disconnected, after all when it comes to solving even the simplest of problems, BT fail every time.

Re: ok here goes....

bobpullen — Tue, 17 May 2011 10:06:12 GMT

Quote from: Devonian
I have to admit I am finding it very hard to beleive that something as simple as cancelling an order can be causing so much trouble for BT.

There's several systems that interact with each other and the actions of one can affect the behaviour of another. Because the systems are essentially owned by different parts of BT, they'll sometimes need to raise what's referred to as a 'bridge case' to get the records corrected.
I recognise the whole situation probably seems trivial, but in reality it's a real PITA to get sorted out
Make sure you keep us informed though and let us know how the situation pans out...

Re: ok here goes....

Devonian — Thu, 19 May 2011 14:36:59 GMT

I have just had an update to my ticket telling me the broadband order will be reveiwed on the 24/05/11 if it hasen't completed by then, no mention of the phone order.
This really is getting silly now.
Its taken 2 weeks so far to migrate my broadband, and not even a date in sight for the phone line migration.
And to top it all, I just received this months bill from BT, which includes a disconnection fee, line rental, broadband rental and tv rental, all for next months, I migrated from BT 2 weeks ago (broadband) they admitted they couldnt supply a decent service and promised to waive all cancelation fees, abviously that is a lie, and on top of that my phoneline is also restricted by them for 2 reasons, I was just told. 1. I havent paid my bill, even though I have refused to do so as I had no broadband, hence no service to pay for, and 2. I was moving to a new provider.
BT also told me that as I was refusing to pay the broadband part of my bill, that technically I owe them an unpaid bill, and will refuse to let me migrate my line to PlusNet.
Im sure this is not legal, but hey, with whats happened so far, what does it matter what I think!
I just phoned PlusNet, the lady was lovely, she has promised to try her best to get things sorted, and has said she will phone me back in half hour to an hour.

Fingers crossed!

Re: ok here goes....

Devonian — Thu, 19 May 2011 15:38:49 GMT

OK the PlusNet lady just rang me back.
She said my broadband order MIGHT be completed on Tuesday.
Asked how more complete it needs to be, seeing as I have using PlusNet supplied broadband for over a week now... she didn't even know I was connected yet!
Apparantly there is STILL a cancellation order going through for my broadband, and the order to cancel the cancellation hasent happened yet!!!
Its like monty python... you couldn't make it up!!!

Re: ok here goes....

adamwalker — Fri, 20 May 2011 09:41:58 GMT

Devonian,
Nothing is 100% definite I'm afraid which is why we tend not to use definitive terminology when giving lead times. On the upside I can see any reason why the order for broadband won't complete on Tuesday.
Bob's away on holiday now so I'll pick this up in his absence and get back to you on tuesday.

Re: ok here goes....

Devonian — Fri, 20 May 2011 17:58:53 GMT

Hi Adam,
thanks for your reply.
What I really dont understand, is my broadband migration date came, the broadband was switched from BT to PlusNet, PlusNet have taken money from my account, I have the pro add on running on my line, the usage meter is working as it should, everything is working as it should, yet apparantly the order hasn't been completed...
What that means to me is an incompetant admin officer somewhere has forgot to press a button on the computer.
And then there is the fact an order to DISCONNECT my newly connected PlusNet broadband has been added to the account, and still hasen't been removed.
As for the phone migration, well I won't even go there at the moment.
This really is turning into quite a joke, and to be honest, if I refer you to an earlier thread I started where I voiced my concerns over joining PlusNet after I found out you are owned by BT, you will see that this is exactly what I was worried about!

Re: ok here goes....

adamwalker — Mon, 23 May 2011 10:31:25 GMT

Hi Devonian,
I'm sorry to have to advise that there seems to be an issue with the phone transfer, this has in turn put the broadband order in jeopardy. I'm looking into this now with a member of our provisioning team and will come back to you ASAP.
Adam

Re: ok here goes....

Devonian — Mon, 23 May 2011 17:22:07 GMT

This is absolutely outragious.
I was receiving what I thought was the worst treatment any company could offer, so I chose to leave BT and move to PlusNet.
After having my broadband running for 3 weeks now, I am told today that not only has my broadband order not been handled properly, and closed as it should, I have also been told my broadband is to be cancelled.
And on top of that PlusNet have messed up my phone line order as well.
This means I will be left without any service at all.
Well thanks alot PlusNet.

Re: ok here goes....

phil4 — Mon, 23 May 2011 17:28:12 GMT

Won't make it better, but remember that PN rely on BT to do the installs and provide the lines for broadband..... so whatever your previously thought of BT, is what PN are relying on to get you your broadband.
So try as they like, PN won't always be able to give you the stellar performance and support you like, as they have to rely on BT.
Oh, and PN are owned by BT, so I doubt much will change in the future.

Re: ok here goes....

Devonian — Mon, 23 May 2011 17:32:41 GMT

I know Phil mate, but also know that PlusNet have cocked up my orders from day 1.
I am now about to be left without any phone or broadband because of both BT and PlusNet.

Re: ok here goes....

phil4 — Mon, 23 May 2011 17:36:53 GMT

Naff aint it. Sorry I wasn't trying to excuse PN, more hoping you'd see that some elements won't be PN but BT. So BT complicit also.

Re: ok here goes....

Devonian — Mon, 23 May 2011 17:45:08 GMT

I know you wernt Phil.
Its both companies at fault, and neither give a damn!
My broadband was activated 3 weeks ago, and suddenly Im told it is being cancelled because the order can't be complete do to incompatibility with my phone line.
The same phone that I have had adsl2+ on for years.
The same phone line that BT supplied broadband to.
This is crazy.
I have just sent an email to Ofcom asking for help, but I doubt I will get a reply.
The only option I'm left with now is another ISP and phone provider.
SOmebody that gives a damn, but to be honest I don't think such a company even exists.

Re: ok here goes....

pierre_pierre — Mon, 23 May 2011 19:20:51 GMT

trouble is 95% of then rely in BT wholesale for the service, they have no choice, even BT broadband have to go through BT Wholesale

Re: ok here goes....

Devonian — Mon, 23 May 2011 20:57:25 GMT

I know Pierre, but its the way things are handled that is the problem.
A lady from P.N phoned me earlier, I was on the phone for nearly an hour with her trying to sort things out.
She admitted she as completely at a loss as to what to do to resolve the matter, but not only that, she also admitted some P N staff that have 'helped' my case along, have done more harm than good, due to not understanding the problem, hence making the wrong decisions.
I have to say I was rather standoffish and even a little rude to her at first, which I did eventually appologise for, but as I said, for such a simple thing like migrating my phone line and broadband, and for it to go so badly wrong, well its mind boggling!!!
Anyway, she is going to speak to her line manager tomorrow morning, and try to find a way to sort things.
One option she suggested was to pay for a new line, and start afresh... I might have considered it, until she mentioned the price, Im not the one that has caused these problems, so I should be compensated, not billed!!!

Re: ok here goes....

adamwalker — Wed, 25 May 2011 09:56:24 GMT

As we've received no further updates from our suppliers we have escalated this to team manager level as we view this as unacceptable as I'm sure you do too.
I'm advised that a response should be given within the next 2 hours. I will update you as soon I can after this happens.
I'd like to reassure you that I have taken ownership of resolving this for you and will continue to escalate this with our suppliers until a solution is reached.
I can only apologize for the delays so far.

Quote
One option she suggested was to pay for a new line, and start afresh... I might have considered it, until she mentioned the price, Im not the one that has caused these problems, so I should be compensated, not billed!!!

I wouldn't recommend that. Another way around this is for me to cancel the order and for you to gain a new MAC key from your previous supplier which should then allow a new order to be raised. This should be away of clearing the problems we are experiencing now but it will take longer and will mean that you'd have to contact your current provider.
Please bear with me I am chasing this proactively and this is at management level with our suppliers. I'll continue to make you aware of any developments.

Re: ok here goes....

Wheel_nut — Wed, 25 May 2011 12:32:22 GMT

Two hours and 33 minutes have elapsed....

Re: ok here goes....

Chris — Wed, 25 May 2011 15:00:20 GMT

[quote=Adam]
I'm advised that a response should be given within the next 2 hours. I will update you as soon I can after this happens.
Adam's got a few escalations on the go at the moment and is doing well to juggle them, I know that he's just closed a different one down and will be looking again at this one shortly.

Re: ok here goes....

adamwalker — Wed, 25 May 2011 15:42:21 GMT

FYI @devonian I've updated your ticket and your original thread here: http://community.plus.net/forum/index.php/topic,96028.16.html can we keep any discussion on that thread please as it will make it much easier to keep track of and update you.
Thanks.