topic Re: I just want to be kept up to date. in Plusnet Feedback

I just want to be kept up to date.

paulhowe76 — Wed, 24 Feb 2016 18:06:21 GMT

I'm starting to get a little frustrated. Mostly because my switch seems to be taking longer than indicated and with no explanation as to why. In fact no communication at all.
I raised a support ticket and got a response the following day to say "Escalating to provisioning team to investigate delay." and a few days later still no update.
So the story so far.
Currently using sky fiber unlimited trying to switch to Plusnet Unlimited fiber extra.
Signed up on the 29th of Jan (16)
An update on the order tracker on the 10th working day (12th Feb)
Phone
Line Only
Your order is now complete
Your call plan is ready to use.
Your phone number is ************
No emails have been received since registration.
Support #120266779 raised on the 18th, one day prior to the 15th working day (or three weeks)
We are now nearing the 20th working day or fourth week and still nothing.
On my order tracker this has been the in progress stage for a while
"Activating your line

Broadband orders typically take a week to complete."
I would just love to know whats taking so long and perhaps even to know when things are likely to change. I guess I still have my sky internet so not at a loss but still I wanted to switch for a reason.

Re: I just want to be kept up to date.

adamwalker — Thu, 25 Feb 2016 12:00:10 GMT

Hi there,
I'm sorry to see things haven't progressed with your order.
I'm going to investigate this and place the orders to transfer your services over today.
Please bear with me and I'll get back to you before the end of the day.
Adam

Re: I just want to be kept up to date.

paulhowe76 — Thu, 25 Feb 2016 13:56:09 GMT

Thank you.
Just out of curiosity do you know of any reason(s) why there has been such a long delay?

Re: I just want to be kept up to date.

adamwalker — Thu, 25 Feb 2016 20:00:42 GMT

I'm sorry for the late reply, I'll need to speak with our suppliers to find out more.
Please bear with me and I'll update you again in more detail tomorrow.

Re: I just want to be kept up to date.

paulhowe76 — Thu, 25 Feb 2016 20:18:04 GMT

You said end of day, and you got back to me. So far this is a plus. I eagerly await tomorrows update.