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Today is the day in which Plusnet were to install the line...

mariotr87
Dabbler
Posts: 19
Registered: ‎07-07-2014

Today is the day in which Plusnet were to install the line...

However I got this email:
There's been a problem with processing your broadband order.
Once we've got more details, we'll deal with this and contact you if we need to.
If you've got any questions, please contact us using the Help Assistant:
http://help.plus.net/ or give us a call on 0800 432 0200 or 0345 140 0200.

I have been waiting two weeks for today, since I desperately need my broadband up and working for work reasons. Can you please let me know what this means?
Thanks,
Mario.
6 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Today is the day in which Plusnet were to install the line...

Hi Mario,
I'm really sorry that there's been an issue with your broadband order.
What was supposed to happen:
- Engineer was to attend between 8am-1pm to install the new phone line
- Broadband order to be placed today to activate within the next 5-7 working days as explained on Service Notice: SN197094752.
What has happened:
- Engineer has been able to complete all the necessary work for the phone line install without the need to visit (unfortunately we didn't receive a notification about this to inform you - I'm really sorry about that).
- Broadband order should have placed this morning once the phone order shows as completed for the broadband to go active by the end of the day on 14/07/2014.
I've added some notes onto Ticket: 88143928 if you're able to view this, I'm going to do everything I can to try and get the broadband order sorted out for you and activated as quickly as possible. Please monitor Ticket: 88143928  where possible for further updates as I'll update the ticket throughout the day.
Chris Pettitt
Cloud Environments Engineer
mariotr87
Dabbler
Posts: 19
Registered: ‎07-07-2014

Re: Today is the day in which Plusnet were to install the line...

Thanks for that Chris, I will monitor the ticket throughout the day.
An aside question: if I remember correctly I was charged 50 pounds on top of the first month's fee on the basis that an engineer would have to visit me and install the line personally. What does this mean then? Am I still liable for paying that if they were able to complete it without attending?
Thanks again, as I said I will be checking the ticket.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Today is the day in which Plusnet were to install the line...

Hi Mario,
I've refunded the £49.99 as the engineer didn't actually attend, you should see that in your bank/building society within the coming days.
Please do continue to monitor the ticket and I'll do my best to get you up and running ASAP.
Chris Pettitt
Cloud Environments Engineer
mariotr87
Dabbler
Posts: 19
Registered: ‎07-07-2014

Re: Today is the day in which Plusnet were to install the line...

Thanks a lot again Chris.
Mario.
mariotr87
Dabbler
Posts: 19
Registered: ‎07-07-2014

Re: Today is the day in which Plusnet were to install the line...

Hello,
Any updates? I've been monitoring the ticket but there has been no changes on it and haven't been contacted about this issue by any other means.
Thanks.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Today is the day in which Plusnet were to install the line...

Hi,
I'm really sorry that I've been not able to update you. I'm awaiting a further update from our suppliers and I've been advised that we should have a ready date for you by tomorrow morning. I'm working as quickly as possible on this for you.
Chris Pettitt
Cloud Environments Engineer