topic Re: No installation, no call, no response in Plusnet Feedback

No installation, no call, no response

serge — Wed, 11 Jun 2014 19:30:24 GMT

Dear service staff,
I have paid and ordered a new line installation 3/11/2014, and received an appointment confirmation for 11/06/2014 - PM.
I have waited for an engineer from 1 pm to 6 pm +2 hours more as you advised in your post related to such an issue .
Now I have asked support@plus.net what happens and what I should expect next, but I guess I hardly could rely on prompt reply by e-mail just because I have not got any call in respect with this "installation visit", which I assume should be a mandatory excuse from your side.
I am very disappointed and I would like to get your service being done in a proper way without wasting my half day-off once more time.

Re: No installation, no call, no response

dvorak — Wed, 11 Jun 2014 19:34:39 GMT

welcome to the forum serge, sorry to hear your appointment wasn't kept.
PN don't accept emails, you're best off calling they're open 24/7 - otherwise some staff will be on here tomorrow.

Re: No installation, no call, no response

serge — Wed, 11 Jun 2014 20:43:24 GMT

Thanks for welcoming.
I tried to call and gave it up after a few minutes of music on hold.
Hope to be in touch with them tomorrow
Adie:quote

Re: No installation, no call, no response

picbits — Wed, 11 Jun 2014 20:57:19 GMT

They have a pretty good Digital Care Team on here who should pick it up tomorrow and take care of you.
Have you double checked your tickets in the members centre to see if there are any notes or tickets you may have missed ?

Re: No installation, no call, no response

Acassim — Thu, 12 Jun 2014 08:56:51 GMT

Hi Serge,
Welcome to the forum!
I've taken a look at the account and updated the support ticket for you. It appears there was an issue with the orders being placed which is still under investigation as you received a false install date. Unfortunately this means that you have seen a delay in the installation so please accept our apologies for this, we have now placed the installation manually for you at the earliest available appointment date.
For full details you should be able to check support ticket 86955411 to monitor the progress of the order.

Thanks,
Adam C

Re: No installation, no call, no response

serge — Thu, 12 Jun 2014 16:01:13 GMT

Hi Adam,
Thank you for some clarification. Hope, new installation visit will be soom.
Regretfully, I tried but I did not see any page / form on a whole Pulsenet cite to check status of my order using the support ticket.
Please, let me know how to find it, as I have no idea about re-appointment.
Best,
Serge

Re: No installation, no call, no response

Oldjim — Thu, 12 Jun 2014 16:03:50 GMT

does this get you there https://www.plus.net/wizard/?p=search
I got there via
Help and Support
View Your questions

Re: No installation, no call, no response

Acassim — Thu, 12 Jun 2014 16:07:09 GMT

Thanks Jim,
You beat me to it
@serge - If you follow the link that Oldjim has posted it should take you through to the "View Your Questions" section where you can view the ticket I referenced in the last post 86955411.
That should contain all the information regarding the order and appointment times. Please let me know if this is adequate for you and I'll ensure everything is committed.

Thanks,
Adam C

Re: No installation, no call, no response

serge — Thu, 12 Jun 2014 16:39:08 GMT

Jim, Adam,
Thank you for link and attention,
Adam, I replied on the support ticket info that proposed delay of installation to 24/06/2014 is almost unacceptable for me, please, take a look and help me.
Best,
Serge

Re: No installation, no call, no response

Acassim — Fri, 13 Jun 2014 09:05:30 GMT

No problem serge,
I'll pick up your support ticket within the next few minutes and provide you with updates on the account.

Thanks,
Adam C

Re: No installation, no call, no response

petecov44 — Fri, 13 Jun 2014 09:26:56 GMT

Is there a problem open Adam for the fact that you get nothing during signup apart from the screen giving login details?
AS in no order tracker until account is activated..?
That's what I got as well as the account going right into pre-signup. So wanted to ask to avoid disappointment in future of others. (I felt pretty disappointed when it happened to me)

Re: No installation, no call, no response

Chris — Fri, 13 Jun 2014 09:45:26 GMT

The order tracker and order journeys are being completely reworked as part of an overhaul of the order journey, so we should see improvements on this in the coming months.

Re: No installation, no call, no response

Acassim — Fri, 13 Jun 2014 09:53:21 GMT

Morning Pete,
There are no problems open on the order tracker at present, your problem seems to relate back to the fibre order being processed manually and the agent not placing the account in the correct status while doing so although the order progressed correctly in the background.
The issue that serge has seen was unrelated to this and was caused by an issue where the order was not submitted/accepted correctly by the automated system. Given this, there was no order to track so the tracker was working as designed.
While both situations are not ideal (and in serge's case has caused delays) they both seem to be rare and isolated cases at present which will be raised as problems if we see them happen again in significant numbers.

Thanks,
Adam C

Re: No installation, no call, no response

serge — Fri, 13 Jun 2014 10:08:54 GMT

Pete, Adam,
In fact I did not realize how I could make something wrong (incomplete submission) if I proceeded online order from start to finish filling all fields, selecting available "installation date" from a list, and recieving final confirmation by e-mal with all details correctly reflecting all my inputs including appointment date.
Thanks,
Serge

Re: No installation, no call, no response

petecov44 — Sat, 14 Jun 2014 14:12:45 GMT

Hi Adam,
Well yes and no.. I ordered online but th order went into pre-signup so the guy put it into queued activate.
So it was the website stuffing up in the first place that caused the problem. was it not?
Serge,
You were lucky then. It's not like that for everyone as you know.

Re: No installation, no call, no response

Acassim — Mon, 16 Jun 2014 08:48:40 GMT

Morning all,

Quote from: serge
In fact I did not realize how I could make something wrong (incomplete submission) if I proceeded online order from start to finish filling all fields, selecting available "installation date" from a list, and recieving final confirmation by e-mal with all details correctly reflecting all my inputs including appointment date.

I'm not sure if this is what you're referencing in your message but I don't think that the order submission issue was caused by you Serge, it seems to be related to either our systems or the BT system.
@Pete - I think could well have been the source of the issue however the order tracker progression you mentioned seemed to be caused by the change in account status without adding order details to pick up the KCI's and progress thought the various stages of the tracker.

Thanks,
Adam C

Re: No installation, no call, no response

petecov44 — Mon, 16 Jun 2014 08:57:59 GMT

Morning Adam,
I just like the " Pete- I think could well have been the source of the issue" comment - yes it probably was me

Re: No installation, no call, no response

serge — Tue, 24 Jun 2014 08:58:16 GMT

Hi All,
Thanks for your attention, support and advises.
Second attempt for a phone line installation for me seems as has been successful and executed just in time. However, I can't check this as I have no phone set and moreover, I assume I don't need it at all when we all have mobiles and Skype, do you?
Hope a broadband will be activated tomorrow as promised.

Re: No installation, no call, no response

LinnPlusnet — Tue, 24 Jun 2014 09:17:59 GMT

Hi serge,
I've just had a look at your account and your broadband order has completed so I've gone ahead and manually activated your account. You should now be able to connect. If you have any problems with this please let us know and we'll be happy to look into that for you.

Re: No installation, no call, no response

serge — Tue, 24 Jun 2014 10:13:29 GMT

Hi Linn,
Thank you very much, I appreciate your fast service now; everything is perfect, and I am connected now.
Hope to be your satisfied customer for a long time.