topic Re: Switching Woes in Plusnet Feedback

Switching Woes

Darklucie — Thu, 26 Mar 2015 00:39:02 GMT

My account was due to go live yesterday. I had email notification from my previous provider that my account had been transferred to new provider but no homephone or broadband. I have been onto customer services a few times over the last few days but I cant seem to speak to someone that actually deals with this so emails have to be sent off and I have to wait 24-48 hrs.
Someone did call me back today but sadly I was in the kitchen making a brew. They left a message saying that my number hadn't been ported over and it was the fault of my previous provider. I rang them and they checked my account and said everything had completed at their end and blamed plusnet.
I was angry so rang customer options and raised my voice to someone they tried to get me through to provisioning (isnt this an offine team). Got fed up of being stuck in a queue again so gave up after 10 mins on my mobile so went back to customer options. Eventually got put through to someone who I thought was in provisioning but turns out to be in customer services. However she was very helpful and I tried my best to be patient. She thinks she found the problem something about the supply team needing to contact openreach to get them to update their system and should be able to sort it out very quickly. Sadly she can't do this for me she needs to escalate it to the supply team and can give me no idea of when.
I am fedup I just want my service activated this week its not an unreasonable request is it? I have changed providers before and it has been very straight forward.
Plusnet please can you sort this out for me snd turn into then I can stop being a grumpy customer.

Re: Switching Woes

hillyfields123 — Thu, 26 Mar 2015 08:16:54 GMT

I'm guessing you came in from an LLU provider (Like TakTalk, Sky and the like) because you didn't mention a PAC code. These kinds of switches require more communication between providers than non-LLU transfers and both providers usually like to play the blame game...
Either way, this sounds like something the CRT should be able to sort out - I know Matty is a provisioning specialist, he sorted me out when we switched!

Re: Switching Woes

Darklucie — Thu, 26 Mar 2015 10:12:27 GMT

I assume you mean a MAC code I was told I didn't need one. I was with.mTesco

Re: Switching Woes

All4One — Thu, 26 Mar 2015 11:29:07 GMT

MAC yes, PAC is mobile number retain I think?
Tesco is provided by Talktalk, so LLU.

Re: Switching Woes

MattyC — Thu, 26 Mar 2015 11:37:08 GMT

I am investigating now, and will update this post shortly.

Re: Switching Woes

Darklucie — Thu, 26 Mar 2015 11:44:32 GMT

Thank you everyone I had another call again today but have to leave mobile on permenant charge so didnt get to it in time. I have been told that my number can't be ported until the 30/03/15 and my service with Tesco is going to be restarted within the next couple of hours.
I am still very confused as to what is going on because this is a bit different to what I was told yesterday evening. I think the woman I spoke to mentioned something like a KC3 code or something similar. I dont really care who is to blame I just need a connection.

Re: Switching Woes

MattyC — Thu, 26 Mar 2015 12:27:54 GMT

Hi Darklucie,
Thanks for your patience this morning.
I'm not sure what my colleague Faisal said in the voicemail, so I'll explain everything. Apologies in advance if I cover old ground.
We placed an order for you with the intention of taking your service over on 23/03/2015.
In order to retain your number, the process for LLU migrations from providers such as Tesco, Sky, and TalkTalk, involves a porting proforma being sent to Openreach. This is then distributed over to the losing provider. Following this, the losing provider would release the number from their network, and we'd all be good to go for a transfer to Plusnet. It's also a similar process for Virgin.
In terms of Darklucie's provision, we contacted Openreach on the day that we realised the order hadn't completed. We were advised that the port from Tesco had been accepted, but for the 30th, rather than the 23rd. We have been told that Openreach have contacted Tesco to get the old service back up and running today in the meantime.
So as it stands, we are planning on contacting Openreach on Monday morning, and asking them to release the number again. This task should activate you on Plusnet's side and we should be good to go. Anytime before the 30th is still Tesco's responsibility, though I hope your connection comes back.

Quote from: Darklucie
I think the woman I spoke to mentioned something like a KC3 code or something similar.

That'll be the term "KCI3". It's not really customer facing lingo, so to speak. It basically the notification our suppliers send us meaning "order complete".
I've provided a lot of information here in the interest of being transparent, though if anything here doesn't make sense please let me know. Apologies for the inconvenience.
Matty

Re: Switching Woes

Townman — Thu, 26 Mar 2015 12:38:42 GMT

Matty,
I suggest that this is a class act. Whilst users don't really care (do not want to?) about what needs to happen in the back ground, I think insight into the complexity of the process is beneficial. Especially where there are many fingers in the process and there is the ability of some to turn their two digits upwards in respect of specific requests made by the acquirer in response to the customer's requirements / expectations. It would be interesting to know (but I guess we never will) why Tesco set a date 7 days later than that requested by PlusNet.
I hope there will be more transparent explanations going forward.
Kevin

Re: Switching Woes

picbits — Thu, 26 Mar 2015 12:44:16 GMT

I enjoy a bit of honesty and transparency with companies I deal with - even if it isn't the answer I may want to hear.

Re: Switching Woes

MattyC — Thu, 26 Mar 2015 12:45:00 GMT

Thanks

Quote from: Townman
It would be interesting to know (but I guess we never will) why Tesco set a date 7 days later than that requested by PlusNet.

It certainly would. I wish I had an answer for this. I might contact number porting myself later, though I'm not sure if they'd know.

Re: Switching Woes

Darklucie — Thu, 26 Mar 2015 13:24:48 GMT

All for a bit of transparency but its often difficult to get through the person who has the knowledge, which can be frustrating. I thought your explanation was very clear and easy to understand.. In a previous life I used to work for a well communications company but back in the day there was BT and cable companies were the new kids on the block. I can even just about remember the GPO.

Re: Switching Woes

Darklucie — Thu, 26 Mar 2015 13:48:34 GMT

I have spoken to Tesco who checked with their own provisioning team. They are still adament that they completed on their end there is no order to port the number over on the 30 March and they are not able to restart my service. I am so fed up I don't care who is lying I said if I couldn't have broadband service this week I wanted to cancel and that is what I want to do now.

Re: Switching Woes

MattyC — Thu, 26 Mar 2015 13:59:04 GMT

I'm sorry to hear this. I can see that you have just been in touch with our customer options team to cancel your account.
I honestly wish you all the best in future.
Matty