Ordered broadband and phone for new address over two weeks ago
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Ordered broadband and phone for new address over two weeks ago
19-08-2020 7:00 AM
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I’m in the new house now (16 days later) and still no router or phone line. Account has said processing since day one so no help there... Checking on order progress it says ‘we have identified a potential problem on your line and will contact you soon’. Again, super helpful. That message has been there for over a week.
I’ve sent tweets, messages to CS and no response.
What’s going on?
Re: Ordered broadband and phone for new address over two weeks ago
19-08-2020 3:14 PM
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Thanks for taking my call it was nice talking to you!
As explained our automation failed to place your orders unfortunately so I've taken care of that manually and will be in touch again tomorrow to confirm the due date.
Re: Ordered broadband and phone for new address over two weeks ago
25-08-2020 3:58 PM
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Re: Ordered broadband and phone for new address over two weeks ago
25-08-2020 5:10 PM
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I hold out no hopes of this router arriving either!
Re: Ordered broadband and phone for new address over two weeks ago
26-08-2020 11:41 AM
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Superuser citation
This topic has been cited by one of the Superusers; the purpose of which is to provide a note for information which might help to focus continued discussion (but might not result in a staff response).
I've raised this to see if we can get a response.
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.
Re: Ordered broadband and phone for new address over two weeks ago
26-08-2020 1:19 PM
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I was promised router would be sent and service would be active in 5 working days...the exact conversation I had with someone else last week. 🤦♀️ I’m honestly not holding out any hope. I’m a key worker, trying to work from home!
Re: Ordered broadband and phone for new address over two weeks ago
26-08-2020 2:11 PM
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Re: Ordered broadband and phone for new address over two weeks ago
26-08-2020 4:53 PM
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Thanks @adamwalker but when is the phone / broadband now due to be active?
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.
Re: Ordered broadband and phone for new address over two weeks ago
27-08-2020 2:27 PM
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Just got an email to say my router has just been dispatched today (27th) so much for the lady on the phone assuring me it was sorted and in the post on Tuesday. Very disappointing.
I’m contacting my mobile provider today to try and get more data to see my through to next live date quoted.
Re: Ordered broadband and phone for new address over two weeks ago
28-08-2020 1:15 PM
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Hi there @ Dlm1980,
Thanks for getting back to us and apologies for the issues you experienced.
I called you today to discuss this and have addressed all issues here.
Feel free to get back to us if you need any further assistance.
Thanks - Tahir
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