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No Broadband since 17th July

FIXED
MauriceC
Resting Legend
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Registered: ‎10-04-2007

Re: No Broadband since 17th July


@Gandalf wrote:

Another provider placed an order to takeover your service so they're now owning the line.
We've placed an order to take the line back. The lead time for migration orders between ISPs is 10 working days.


But the gaining provider in this case achieved the take-over with no notification in much less time than 10 days?  Rectification of such a gross breach of the rules should not have to follow such a strict protocol to your clients disadvantage?

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.

Gandalf
Community Gaffer
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Re: No Broadband since 17th July

I'm not comfortable in sharing the exact dates publicly.

I've provided the information on the ticket to the OP.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
markyh
Dabbler
Posts: 12
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Registered: ‎24-07-2018

Re: No Broadband since 17th July

After reviewing all the information from BT and Plusnet, I have logged a complaint with BT for now. However there is fault with both companies, and the service I have encountered does seem to be lacking. The information I was supplied with yesterday, could have been supplied to me on 17th, a whole 8 days ago, by either company. Since neither chose to do so, I have spent alot of time, energy and expense chasing up this problem. 

I still do not have an internet connection, and will not for a while now. 

 

Gandalf
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Re: No Broadband since 17th July

I do sincerely apologise for the inconvenience caused and I appreciate the frustration.

Once you are up and running if you drop us a reply over here I'll be happy to call you back to discuss a gesture of goodwill with you.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
markyh
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Re: No Broadband since 17th July

After 15 days, my Broadband is back up and running. I'm a happy man. 

Gandalf
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Re: No Broadband since 17th July

Glad to hear that! Are you free today for a call to discuss a goodwill gesture?

If not I'll create a ticket on your account with an offer if that's easier?

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
markyh
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Registered: ‎24-07-2018

Re: No Broadband since 17th July

@Gandalf A ticket would be best for me today, thankyou. 

Gandalf
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Re: No Broadband since 17th July

No problem. I've made you an offer on ticket 179582910.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
markyh
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Re: No Broadband since 17th July

@Gandalf I was hoping for a box of Yorkshire tea bags and a plusnet mug to drink it with, but your offer is acceptable Smiley 

Gandalf
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Re: No Broadband since 17th July

Fix

*Phew* Because I've just had the last tea bag and broken the last mug by accident.

Applied the offer to your account now. Smiley

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
markyh
Dabbler
Posts: 12
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Registered: ‎24-07-2018

Re: No Broadband since 17th July

@Gandalf Thank you so much for going above and beyond the call of Duty. My wife was very happy this morning!  *nudge* *nudge* *wink* *wink*

Gandalf
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Re: No Broadband since 17th July

Haha no problems at all. 

Let's not talk about that, say no more say no more. Lips_are_sealed

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet