21CN Upgrade?...yeah right!!
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21CN Upgrade?...yeah right!!
24-03-2012 5:58 PM
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I emailed support to ask if I was going to get an upgrade as my exchange had been 21CN enabled ( which I had to point out ) and the first reply I got was :
18th March After reviewing your line and connection I can see that 21CN is now available on your service.
I have now placed a manual order for this service which should complete after 5 working days.
After emailing support again today I got this response:
I have checked with BT and as it stands you should be moved onto the 21cn network on the 5th of April
I hope this helps.
Who does it help? Not me that's for sure. Could you please check on Monday to ensure that my request for a MAC code has gone through as I will be moving my broadband and phone service back to BT. I phoned customer support and was told the 5 days was just an estimate, Yeah right!!
I've been lied to and expected to wait another couple of weeks to be "supposedly" transferred onto 21CN. How am I supposed to believe anything Plusnet tells me know. I've lost ALL faith in you as a provider.
Re: 21CN Upgrade?...yeah right!!
25-03-2012 8:35 PM
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Re: 21CN Upgrade?...yeah right!!
25-03-2012 8:40 PM
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Re: 21CN Upgrade?...yeah right!!
25-03-2012 8:42 PM
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Re: 21CN Upgrade?...yeah right!!
25-03-2012 9:25 PM
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You are now moving your broadband to the very company which is probably mainly responsible for the confusion you have been experiencing - good luck!
Re: 21CN Upgrade?...yeah right!!
25-03-2012 9:30 PM
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Quote from: furrymunkey When I get my MAC code on Monday I will be guaranteed the faster speeds as soon as BT took over my line. YES I was lied to, it is that simple!!
BT Retail will take your line over as is and then place an order on BT Openreach to convert you to ADSL2+. The timescales will be the same as BT Openreach can't treat other BT companies differently to other providers.
Re: 21CN Upgrade?...yeah right!!
25-03-2012 9:41 PM
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Re: 21CN Upgrade?...yeah right!!
25-03-2012 9:46 PM
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Quote The central idea of the Undertakings is ‘equivalence’. Equivalence, broadly, means that
Openreach will provide its services to other parts of BT in exactly the same way as it does to
other companies that provide communications. The same commitment applies to the way BT
Wholesale provides some of its services to other companies.
Re: 21CN Upgrade?...yeah right!!
25-03-2012 10:02 PM
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I have been hanging on with PN since last year when I was going to leave as I was told I would get the better speed if I was prepared to stick with them, which I obviously did. I could have gone to sky or talk talk which have LLU in this area and have had since last year. But I decided to stick this out in the hope, and yes it is just hope because you cant give your customers a timescale only to tell them later on the phone that it was just an estimate. I am the only one with access to my emails and phone calls so only I know the full story and I apologize if you feel like I'm having a go at any of you guys but it's PN themselves that have got my back up. I was the one who had to tell them in the first place that my exchange was 21CN enabled, even when their own website isn't even up to date with it.
Re: 21CN Upgrade?...yeah right!!
25-03-2012 10:10 PM
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Re: 21CN Upgrade?...yeah right!!
26-03-2012 1:57 PM
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Sorry to hear about the conflicting information you have received. I have fed back to the parties involved and alerted all agents as to the correct time scales so that this kind of thing doesn't happen again.
Here's a little bit of an explanation as to what went wrong...
There are two ways of placing orders; automatic or manual. The automatic way is just a one click process via your account. This type of order takes 14 working days to complete. A manual order involves logging into our supplier's website and submitting details through about 9 pages. As you can appreciate, this takes a fair amount of time, so requests via ticket will often be done automatically.
Apologies again.
Jojo
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