topic Re: Not impressed with lack of order tracking after placing fibre upgrade order in Plusnet Feedback

Not impressed with lack of order tracking after placing fibre upgrade order

Ronski — Sun, 12 Aug 2012 18:38:43 GMT

Last Saturday my cabinet finally went live, so straight onto PN website and upgraded my account for extra fibre and calls.
Order process was all clear and straight forward 10/10 for that.
As I had now signed for 18 months I thought I might as well change over to line rental saver, after a bit of searching I decided to use Google to find the relevant page, completed the application and got an email to confirm, it was at this stage that I realised I'd had no confirmation email relating to my Fibre order.
Now I always get two emails from PN for everything account related, one to the route account, and one to my other address. Checked all my folders, including spam/junk/deleted but nothing.
So I looked in my account, but no mention there either!

Only clues was an order date of 4/08/2012 for my current product, which stated order completed ??????
And of course an open order for the FTTC router.
I phoned on the Monday morning to confirm my order, which the lady did confirm, and I asked about the email, which she stated I should of received one. Now OK emails do go missing sometimes so I can accept that, but as for non existent order tracking, well that's truly poor.
Anybody else found this or is it another glitch?

Re: Not impressed with lack of order tracking after placing fibre upgrade order

quelquod — Sun, 12 Aug 2012 21:14:36 GMT

Have you looked in your 'view your questions' for 'closed questions in the last 7 days'? My fibre order details turned up there.
PN have an annoying practice of putting info in there as 'closed' questions (which were never really open) which don't trigger an email and so you never know it's there.

Re: Not impressed with lack of order tracking after placing fibre upgrade order

Ronski — Mon, 13 Aug 2012 05:40:30 GMT

Checking the closed tickets there is some info, but it's very limited, no mention of when the appointment is - good job I can remember that date 😉
I've been with PN since 2003, always had good service, but never really needed to deal with them much until recently, and what I've seen recently made it quite a hard choice as to whether to take fibre with them or move elsewhere.

Re: Not impressed with lack of order tracking after placing fibre upgrade order

bobpullen — Tue, 14 Aug 2012 16:14:26 GMT

I've a suspicion no email is sent (that's certainly my impression of the process after carrying out some 'live tests' today). I'm not sure if this is specific to fibre or happens with all account change requests if I'm honest. Either way, it's far from ideal so I'll look into it ...

Re: Not impressed with lack of order tracking after placing fibre upgrade order

Oldjim — Tue, 14 Aug 2012 16:30:02 GMT

all product changes and we have been griping about it for ages

Re: Not impressed with lack of order tracking after placing fibre upgrade order

Chris — Tue, 14 Aug 2012 16:31:40 GMT

Yep, I remember not so long ago we also said we'd look at it. I've got a task raised and the content of the email created, so now it's just a matter of getting this coded so it sends on account change. Once things have settled down a bit after today's rollout I'll start pushing this again.

Re: Not impressed with lack of order tracking after placing fibre upgrade order

Ronski — Tue, 14 Aug 2012 18:46:13 GMT

Thanks to Chris & Bob for replying, it would be nice to get this sorted (email updates and order tracking in account overview) and also the line rental issue when customers have line rental saver, people always worry a bit when things don't show up/look right, and at the moment I have no info apart from an unconfirmed appointment for the 20th August PM.
So, can anybody check to see if my appointment for Monday PM is still scheduled?
When can one expect to receive the modem from BT and the router from PN? Not that I need either, in fact I don't even need a BT engineer to visit the house , except I'm hoping he'll move the master socket/filter from the hall to my server room 🙂

Re: Not impressed with lack of order tracking after placing fibre upgrade order

adamwalker — Wed, 15 Aug 2012 09:16:24 GMT

Hi there,
I've checked and your appointment is still set for Monday afternoon. With regards to the modem the engineer will bring and install that for you, as for the router that normally arrives a day or two prior to installation but I've despatched it now anyway whilst I was looking at your account.
Adam

Re: Not impressed with lack of order tracking after placing fibre upgrade order

Ronski — Wed, 15 Aug 2012 09:25:40 GMT

Great stuff Adam, thanks very much for checking and confirming the appointment is still booked for Monday afternoon .
I plan on keeping the new hardware as spares, and using my existing equipment which is all compatible and ready to go, just got to double check the HG612 settings and install the logging scripts on my server 🙂

Re: Not impressed with lack of order tracking after placing fibre upgrade order

Ronski — Thu, 16 Aug 2012 08:23:31 GMT

I see my router has been despatched, thanks.
Another little bit that needs improving, I can click view order status for the router, and then there's a delivery status button which when clicked goes through to the Royal Mail tracking webpage, except there is no tracking info.
Of course it is possible that you've only just despatched the router and therefore it won't yet show up, although the date in account summary is yesterdays. So you could do with certainly a date despatched and possibly a time, and perhaps show the tracking number as well. Also an email wouldn't go amiss to keep customers up to date.

Re: Not impressed with lack of order tracking after placing fibre upgrade order

James — Thu, 16 Aug 2012 08:25:18 GMT

Hiya,
We send our routers out first class packet post, so there wouldn't be a tracking reference, hence why you're not seeing one.
That of course doesn't explain why you're being directed to a royal mail page...

Re: Not impressed with lack of order tracking after placing fibre upgrade order

Chris — Thu, 16 Aug 2012 08:29:01 GMT

Quote
Another little bit that needs improving, I can click view order status for the router, and then there's a delivery status button which when clicked goes through to the Royal Mail tracking webpage, except there is no tracking info.

I'm raising a problem to get the tracking link removed as it doesn't need to be there.
problem 72430 refers

Re: Not impressed with lack of order tracking after placing fibre upgrade order

Ronski — Mon, 20 Aug 2012 07:48:10 GMT

Just a little more feedback, had an email this morning, apparently my product change is complete - even though the fibre install is not until this afternoon, could be a bit confusing for some.

Quote
Your product change is now complete, here are the details:
Broadband Product Plusnet Extra Fibre
This is your account type and monthly subscription. Broadband Product Plusnet Extra Fibre
Monthly Subscription £21.49
After 0 month(s) your subscription will change to £21.49
Estimated speed 40 Mbps
This is an estimate of the line speed you'll get.

Anyway if my product has now changed, is it possible to change it to the new 80/20 250GB product please, or will that need to wait until it's installed this afternoon?

Re: Not impressed with lack of order tracking after placing fibre upgrade order

orbrey — Mon, 20 Aug 2012 09:57:15 GMT

Hi Ronski,
Just changed it for you now, suspect you were moved to the previous 120GB version because the change was requested before we rolled it out. Anyway that's been amended for you

Re: Not impressed with lack of order tracking after placing fibre upgrade order

Ronski — Mon, 20 Aug 2012 10:30:55 GMT

Yes, that's correct, thanks Matt, now just got to hope the BT engineer turns up this afternoon.

Re: Not impressed with lack of order tracking after placing fibre upgrade order

Ronski — Mon, 20 Aug 2012 15:54:07 GMT

Yay, it's all connected and working Just need the profile changing now, think I read somewhere that you had to manually change it as it's on 40/2 at the moment.

Re: Not impressed with lack of order tracking after placing fibre upgrade order

orbrey — Mon, 20 Aug 2012 16:19:34 GMT

Already showing at 78000 on our side so you should be noticing speeds picking up?

Re: Not impressed with lack of order tracking after placing fibre upgrade order

Ronski — Mon, 20 Aug 2012 16:23:45 GMT

Hi Matt, thanks for the quick reply, modem still shows line rate as 39997 down and 2000 upstream. Will it need a reboot to pick up the new profile, or just give it time. Don't really won't to reboot it, not for the next couple of days, don't wish to upset the DSLAM
Edit:
PS Just had an email saying my upload speed had been changed to 2Mbit/s ?

Re: Not impressed with lack of order tracking after placing fibre upgrade order

bobpullen — Mon, 20 Aug 2012 16:42:31 GMT

Reading this thread back, I've a sneaking suspicion that the system will have placed your initial provisioning order on the 40/2 product. If that's the case then the line will need modifying (takes a day or so). Can you PM me your account username and I'll sort this out for you?

Re: Not impressed with lack of order tracking after placing fibre upgrade order

Ronski — Mon, 20 Aug 2012 16:58:46 GMT

Thanks Bob, PM sent.