Not off to a good start
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- Re: Not off to a good start
Not off to a good start
02-09-2011 9:33 AM
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Just before the bank holiday weekend I ordered Fibre, asked for install today (2/9/11), and had all confirmed by email. However no router has arrived so I ring to find out what's happening - the Plusnet system has not bothered to place the order with whoever need to know. Now having to take another day off work for a supposed install next Friday. This doesn't bode well for the future - if the ordering system is so fragile that it drops new customers then what's the rest like! Moving from O2 but starting to feel like it's a mistake!
Re: Not off to a good start
02-09-2011 9:59 AM
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Not a good start at all. Being completely honest with you I've not seen this type of issue with fibre orders before so I'll need to dig deeper into what happened here as we need to avoid this impacting on anyone else's order. I'm just sorry that it has yours.
Quote Moving from O2 but starting to feel like it's a mistake!
I'm going to add a discount to your account as a good will gesture as our way of apologising for this and I hope we can turn that opinion around.
Re: Not off to a good start
02-09-2011 10:18 AM
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Just as a follow up, we're tracking this issue on problem ID 67914 as we've been aware of this issue for a few days, unfortunately we've not yet been in a position to know exactly who it's affected.
@grhm I'll make sure we confirm your new order as soon as possible.
Re: Not off to a good start
02-09-2011 10:51 AM
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Looks like the issue affects new users as well...
Cheers,
- Micha.
Re: Not off to a good start
02-09-2011 11:08 AM
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This particular issue is only affecting new users. I'm sorry you seem to have been affected too. I'm not sure why you were told we'd get back to you. To me it just seems like we should have just dealt with this already and placed an order manually as we did for grhm.
I'm going to broach this with our provisioning team now and will get back to you ASAP.
Re: Not off to a good start
02-09-2011 11:19 AM
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Re: Not off to a good start
02-09-2011 11:36 AM
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Thanks very much for your assistance, Adam. Unfortunately, my engineer visit has now pushed back a couple of days from the original date.. oh well, I'm sure I can be patient!!
Cheers,
- Micha.
Re: Not off to a good start
02-09-2011 12:30 PM
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Thanks for your understanding and patience!
Re: Not off to a good start
02-09-2011 1:30 PM
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Thanks for the replies and I really appreciate the offer of a discount. I chose Plusnet because a number of my collegues have been so effusive about your service - support has been very good, just a shame I needed it so early.
I'm pretty sure things are moving now because O2 have been in contact to try to convince me to stay with them - use of the MAC must have triggered them into action.
Sorry not replied sooner but have been using my day off productively instead of sitting in front of the 'puter, this might be the last glimpse on the summer!
Re: Not off to a good start
02-09-2011 1:42 PM
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No worries, as you can see we have a pretty tight support community here so staff and fellow customers alike are always here to lend a hand if needed. Here's hoping it's plain sailing for you from here. You know where we are if not.
Adam.
Re: Not off to a good start
09-09-2011 11:55 AM
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Re: Not off to a good start
09-09-2011 12:33 PM
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Re: Not off to a good start
09-09-2011 12:37 PM
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Thanks very much Adam - it seems to have had an effect already!
I'll update with the results of a few speed tests in a minute - see what the profile starts at!
Re: Not off to a good start
09-09-2011 12:38 PM
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Re: Not off to a good start
09-09-2011 12:57 PM
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