No internet for several days
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No internet for several days
23-09-2013 11:03 AM
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Is it possible to escalate this issue somehow, as I'm getting incredibly frustrated with the lack of action.
Thanks.
Re: No internet for several days
23-09-2013 2:33 PM
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Really sorry about the long delay. This is due to a tags query that we're looking into with our suppliers for you.
There's a member of our provisioning team has taken ownership of chasing this up for you today so please bear with us and keep an eye on ticket 74761568 for further updates soon.
Re: No internet for several days
25-09-2013 7:46 PM
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Re: No internet for several days
03-10-2013 8:16 PM
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However, this doesn't excuse the fact that I have been promised updates (which have either not been received at all, or I have had to contact you to chase on the whole) and the simple fact remains that I have no broadband, and have had no broadband for over 3 weeks.
If someone is willing to take responsibility for sorting this out by the end of tomorrow, and is able to explain to me why this is taking so long and provide me with a date of when it will be sorted, then I'll be (reasonably) happy. Otherwise I will be cancelling and finding an alternative ISP, as this is an unacceptable situation, whether it's a BT Wholesale issue or not - my contract is with Plusnet.
P.S. My phone line was supposed to be ported to Plusnet on 24/9, as I understand it this hasn't happened, and I have received no communication indicating whether this has happened or not (my old provider seem to think they still own the phone line too).
Re: No internet for several days
04-10-2013 1:42 PM
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I am happy to oversee this for you to make sure your services get up and running.
There was an issue with a TAG on your line that stopped us being able to place an order, this has now been removed and I've placed the order for your broadband.
This will complete on the 11th October, this is the standard lead time and we can't bring this forward I'm afraid.
Looking at your account I presume you have your own router as there isn't one due to be sent out?
Re: No internet for several days
04-10-2013 3:00 PM
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I already have a router, I'm not expecting anything to be sent out.
Re: No internet for several days
04-10-2013 4:16 PM
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Once your broadband has become active then we'll be able to place an order for your phone line, this takes around 15 days to complete.
This is the quickest way to do things and to get your broadband activated at the earliest point.
Apologies if it's not what you wanted to hear.
Re: No internet for several days
11-10-2013 3:28 PM
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It's 3.30 on the 11th, and I still have no internet. I appreciate that we're not at the end of the business day yet, so there's still a chance that it could be activated today - I've tried calling to confirm that the line will be reactivated today, but unfortunately I can't spare the 40 minutes of queuing that the IVR on the phones is currently stating.
Are you able to confirm that my broadband is definitely going to be reactivated today?
Thanks.
Re: No internet for several days
11-10-2013 4:27 PM
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I tried to call you but didn't get an answer and had no option to leave a voicemail.
I've checked on your account and there has been an issue when the order was placed, sorry it wasn't noticed earlier.
We've placed a new order and have arranged to have this expedited, this mean it will now complete on Tuesday 15th October.
I'll be checking on this first thing Monday to make sure all ok.
Re: No internet for several days
14-10-2013 4:58 PM
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Re: No internet for several days
14-10-2013 5:21 PM
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Re: No internet for several days
16-10-2013 9:18 AM
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Re: No internet for several days
16-10-2013 10:48 AM
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Re: No internet for several days
16-10-2013 11:18 AM
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Sorry for the delay.
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