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2 weeks for activation? Why?

FIXED
Community Veteran
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Registered: ‎05-04-2007

Re: 2 weeks for activation? Why?

Thanks to both @Optimatts and @Skyisgreen 

Reading between the lines, I think you have been lucky here and gotten someone to enable you early, who didn't follow procedures.

I guess what PlusNet are saying, is if you have any issues then they're going to have problems raising a fault when you still have an open order on your line which techically hasn't been completed yet. PlusNet can correct me if I am wrong.

Hopefully that won't happen to you and you'll be fine.

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Plusnet Help Team
Plusnet Help Team
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Registered: ‎25-09-2018

Re: 2 weeks for activation? Why?

That's exactly right @Alex

 

I don't want @Skyisgreen thinking I was unwilling to activate the account early to cause a delay on purpose.

We've got compliance processes to follow which (and I'll be totally honest here) I wasn't willing to break.

Secondly, in terms of customer experience if something had gone wrong, I'd hate to be responsible for any complications that arose.

 

 

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 Matt L
 Plusnet Help Team
Baldrick1
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Re: 2 weeks for activation? Why?

If the compliance processes can take a week then that is where any criticism should be directed and improved upon.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎25-09-2018

Re: 2 weeks for activation? Why?

Hi @Baldrick1,

It isn't the compliance process that can take a week per say. The compliance process follows that we should not be activating accounts prematurely before the order has completed on the supplier side.

 

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 Matt L
 Plusnet Help Team
Baldrick1
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Re: 2 weeks for activation? Why?

@Optimatts 

Sorry Matt, I wasn't having a go at Plusnet. I understand what you say about the process and worded my post badly. I can see that the delay is  caused by the time delay between BT finishing their work and the job completion being reported to Plusnet,.

It would be reasonable to expect that the BT technician would tap into his hand held gizmo reporting that he had activated the service and the rest would be an automatic flag to yourself.  But maybe I am just dreaming of a logical and efficient way that this could work....

Plusnet Help Team
Plusnet Help Team
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Registered: ‎25-09-2018

Re: 2 weeks for activation? Why?

Hey @Baldrick1, technically speaking, in this case the engineer had not yet been out.

The phone line had been enabled rather quickly by automation as it was only a start of stopped line. The line synced up straight away and the broadband line (in this case) was active to use.

 

Even if there's sync, sometimes the line might not be configured properly and problems can occur. By activating the account prematurely there's no way we can be certain the line will auth. Leaving us in the awkward spot of activating the billing process but not having a service coming to the customer and still having to wait for the order to complete.

 

In this case @Skyisgreen was lucky that it did sync and auth, but I would never recommend this as a shortcut.

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 Matt L
 Plusnet Help Team
Browni
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Re: 2 weeks for activation? Why?

Wouldn't surprise if the compliance rules were part of those intended to prevent slamming.
I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy