MAC needed switching from SKY
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MAC needed switching from SKY
17-09-2014 5:42 PM
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Re: MAC needed switching from SKY
17-09-2014 6:47 PM
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You have missed the close of CRT for the day. You are highly unlikely to get a response from PlusNet here this evening.
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Re: MAC needed switching from SKY
18-09-2014 10:34 AM
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Re: MAC needed switching from SKY
18-09-2014 10:39 AM
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Re: MAC needed switching from SKY
18-09-2014 11:01 AM
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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.
Re: MAC needed switching from SKY
18-09-2014 11:03 AM
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Re: MAC needed switching from SKY
18-09-2014 1:46 PM
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Thanks
Re: MAC needed switching from SKY
18-09-2014 3:08 PM
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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?
Re: MAC needed switching from SKY
18-09-2014 3:13 PM
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Re: MAC needed switching from SKY
18-09-2014 3:15 PM
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Re: MAC needed switching from SKY
18-09-2014 4:10 PM
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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.
Re: MAC needed switching from SKY
18-09-2014 4:13 PM
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But why did Sky cancel everything before the line physically transferred and they were notified by BT Openreach that it had happened.
Re: MAC needed switching from SKY
18-09-2014 4:47 PM
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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.
Re: MAC needed switching from SKY
18-09-2014 5:25 PM
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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
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: MAC needed switching from SKY
18-09-2014 5:37 PM
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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.
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