topic Re: ANOTHER Still Waiting in Plusnet Feedback

ANOTHER Still Waiting

PaulR — Fri, 07 Jun 2013 11:07:08 GMT

Trying to get Plusnet's award-winning internet service. Here's the Saga so far:
Paid my £73 on 9th April.
First date was 30th April to install BT line.
I rang PN on 29th to confirm, but the job did not exist, it had not been booked. Note that I had the ring THEM.
Next date, 20th May, success - got new BT line.
Was told internet would be up and running 5-7 days after that.
Nothing happening, so I rang PN after the Bank Holiday - Oh, the job has been cancelled by a 'third party'.
Again, no call from PN to me to inform me of this.
Finally received the modem, now its day 5 of the second waiting period, net is sposed to be up today.
It's midday, how long does one have to wait?
If I could get into the exchange I would do the job myself - its cabinet 91!
I connected the router, as per instructions, but that broadband light keeps winking at me, taunting me.
Lost confidence that this is ever going to go through, sending this via one of those dongle things, slow, frustrating and expensive.

Re: ANOTHER Still Waiting

chrispurvey — Fri, 07 Jun 2013 12:02:06 GMT

Hi PaulR,
Sorry to hear of the delays that you've had.
I've checked your order and can see that it is scheduled to complete today, it's still in a committed state.
I will continue to check on this for you today and as soon as it's active I'll let you know so you can get online.
Chris

Re: ANOTHER Still Waiting

PaulR — Fri, 07 Jun 2013 12:45:20 GMT

Thanks Chris - fingers crossed!

Re: ANOTHER Still Waiting

chrispurvey — Fri, 07 Jun 2013 15:45:52 GMT

Your order is now complete so you should be able to connect.
Let me know how you get on.

Re: ANOTHER Still Waiting

PaulR — Fri, 07 Jun 2013 18:40:29 GMT

Yes, its fine thanks - got there at last!
Regards
Paul R

Re: ANOTHER Still Waiting

Anotherone — Mon, 10 Jun 2013 07:41:24 GMT

Quote from: PaulR
Oh, the job has been cancelled by a 'third party'.
Again, no call from PN to me to inform me of this.

Can someone from Plusnet explain why and how a "third party" is able to cancel an order on a brand new line when the only people involved are the EU (customer) and Plusnet.

Re: ANOTHER Still Waiting

orbrey — Mon, 10 Jun 2013 09:13:57 GMT

The third party in this case were the owners of the line we were taking over - not sure who they were as we're not able to get this information, but as they were the current owners of the line at the time they were able to cancel the transfer order we'd placed which was the cause of the delay.

Re: ANOTHER Still Waiting

Anotherone — Mon, 10 Jun 2013 10:52:51 GMT

Quote from: PaulR
First date was 30th April to install BT line.
I rang PN on 29th to confirm, but the job did not exist, it had not been booked. Note that I had the ring THEM.
Next date, 20th May, success - got new BT line.

Thanks for the reply Matt, but this doesn't make any sense! (my bold).

Re: ANOTHER Still Waiting

orbrey — Mon, 10 Jun 2013 13:19:08 GMT

I was going by the delay codes we were quoted in our ordering system:

Quote from: Ordering
INFO OR5815 - Order Status Update - Delayed
INFO OR5749 - Proforma Request Sent to Losing Service Provider

😕

Re: ANOTHER Still Waiting

Anotherone — Mon, 10 Jun 2013 15:05:09 GMT

How can that be the case on a new line I wonder?