MAC needed switching from SKY

[#1]

Hi there, I've ordered FO and phone services with Plusnet - I've asked SKY operator to provide me the MAC they said the system doesn't provide or generate any MAC for my account as the cancellation has been processed and the service will be cut off tonight - can you please check that everything is proceeding smoothly? Thanks

[#2]

Linopizzi,
You have missed the close of CRT for the day.  You are highly unlikely to get a response from PlusNet here this evening.

[#3]

Guys any update? Thanks Lino ps router has been delivered

[#4]

Sky service has been cut off this morning

[#5]

Morning linopizzi,
After checking the order in the suppliers system I can see that the appointments are due to go ahead today so you should be back up and running with us before the end of the day.

[#6]

Great thank you

[#7]

Sorry for being a pain, the engineer hasn't arrived yet - any chance to verify if my work is still on the schedule for today?
Thanks

[#8]

Hi again linopizzi,
I'm afraid the appointment time has now passed as this was due for installation between 8am and 1pm today. Have you been present at the property all day and had nobody call you or addend the property?

[#9]

Yes indeed - both me and my wife no call!

[#10]

Can you please tell us if someone will come? I've already lost one day at work

[#11]

Hi again linopizzi,
I've just done some considerable digging into the orders for you and it seems that there has been a delay in the phone order which has then had a knock on effect with the broadband order as the work cannot be carried out without an active phone service. At the moment the phone order is still not shown as complete so we need to await the work being carried out and complete before we can start investigating the matter of the broadband installation.
I'm very sorry for the delay that this has caused and I'm sorry that we weren't aware of this earlier so that we could have advised on the engineer not attending today. I'm afraid in situations like this, it can be difficult to see the information until the installation window has passed.
The phone order will no doubt close off at some point today and show as complete so I will pick this back up in the morning when we can look into additional installation dates for the broadband and we'll do everything we can in order to speed up the installation for you.
Again we're very sorry for the delay and in inconvenience this has no doubt caused.

[#12]

I know the Plusnet probably can't answer this
But why did Sky cancel everything before the line physically transferred and they were notified by BT Openreach that it had happened.

[#13]

Hi Jim,
You're correct in thinking this is a tough one for us to answer as we're not privy to the details of the order nor the details of the cancellation request placed. 9 time out of 10 this is due to the customer requesting to cancel and then calling up at a later date for a MAC code, by which time it is too late to cancel the cease and generate the MAC code.

[#14]

Adam,
Given that this is a nine times out of ten failure cause, is there merit in putting in the sign up journey a big clear...

Do not cancel service with your existing provider - this will be facilitated by the migration to PlusNet process.

Kevin

[#15]

It's a good point Townman, and could be very beneficial if properly worded (not that it's badly worded in your post). It's probably best to differentiate between the physical ceasing of a line, and cancelling an account.
In linopizzi's case, an LLU migration was carried out, it's just been extremely unlucky that the phone order hasn't completed as accordingly.