topic Re: Joining Plusnet in Plusnet Feedback

Joining Plusnet

1888 — Wed, 14 Sep 2016 12:27:03 GMT

Should i have bothered as its not looking good so far. I joined on the 17 August and yet still to get my broadband. The phone is apparently up and running. Can i chat online? Yes but i am 45 in a queue. Can i phone? Yes but i need to hang on a line for 35 minutes. Shocking service so far plusnet. Get more staff on the phone and live chat or even add an e mail address to contact you where it gets monitored and answered.

Re: Joining Plusnet

JHunter — Wed, 14 Sep 2016 14:29:14 GMT

They will answer eventually but they are unlikely to be able to do anything to actually resolve the issue.

Re: Joining Plusnet

HarryB — Fri, 16 Sep 2016 08:00:29 GMT

@1888 wrote:

The phone is apparently up and running.

Unfortunately that's not the case. I'm sorry to say automation failed to place your orders.

I'll make sure they're placed as soon as possible for you a provide an update on your account shortly.

Re: Joining Plusnet

1888 — Fri, 16 Sep 2016 08:12:26 GMT

That is quite shocking. So my phone is not with plusnet where the online status says it is? Now i have all day free calls and only evening and weekends with sky what if i had been running up a bill during the day for the past two weeks. I also may have cancelled my Direct Debit thinking the bill i paid the other day was my last. I do hope plusnet wont be taking money from my account this month.

Re: Joining Plusnet

rongtw — Fri, 16 Sep 2016 09:10:54 GMT

I'm sorry to say automation failed to place your orders. HarryB

How can this be ? if its automated it does it directly ,or is PN automated system slow

I do not understand how the system works , but if someone makes the order then Typed into system press key and hey presto the the order is AUTOMATICALLY sent .

so if it has failed it means it was input into the system incorectly ?

Re: Joining Plusnet

HarryB — Fri, 16 Sep 2016 11:38:51 GMT

@1888 wrote:

So my phone is not with plusnet where the online status says it is?

I can't see anything on your account to suggest your phone line is active, where are you seeing this?

@1888 wrote:

I do hope plusnet wont be taking money from my account this month.

Billing on your account will activate once the service has migrated to us and as your initial fees cover the first month of service, you shouldn't receive another bill until the following month.

@rongtw - The account was signed up. Automation then started processing the orders, it made it as far as checking if the number could be ported from the losing provider and made it no further, so no orders were placed.

@rongtw wrote:
but if someone makes the order then Typed into system press key
so if it has failed it means it was input into the system incorectly ?

I'm not sure what you mean. Signing up an account and placing the orders on the wholesale systems aren't the same thing. Automation failed to place the orders on the wholesale systems after getting as far as running a number import check, none of our staff had been on the account to be able to enter anything on it incorrectly.

Re: Joining Plusnet

rongtw — Fri, 16 Sep 2016 11:46:00 GMT

think i have a better understanding now , the order was placed but never made it through the automated system but got stuck at the phone number

Re: Joining Plusnet

HarryB — Fri, 16 Sep 2016 11:57:23 GMT

Essentially, yes

Re: Joining Plusnet

rongtw — Fri, 16 Sep 2016 12:20:55 GMT

well its a better explanation than , automation failed to place your orders.

not all of us know how the system works so its hard to understand , Thanks HarryB

Re: Joining Plusnet

1888 — Sun, 18 Sep 2016 16:56:33 GMT

Can see where to quote but @HarryB. The part that says phone is activated is on the page where to track my order. Id there a way to PM or email you direct about the 30th?

Re: Joining Plusnet

1888 — Sun, 18 Sep 2016 17:02:09 GMT

Fount the PM option cheers