Fibre install ...... When ?
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Fibre install ...... When ?
Fibre install ...... When ?
05-11-2015 3:24 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Informed Plusnet after 6 pm that day and told it was too late to do anything then.
Monday received the following message:
Quote Unfortunately your fibre upgrade has had to be cancelled by BT. It became stuck in their system and would take longer to raise a case with their back office than to cancel and start again. I am really sorry for the delays regarding this. I am escalating your details to the correct team to place your fibre order.
Since then no update on ticket #113513413. If the original order has been cancelled, why is it taking so long to re-order fibre and give me a date for the engineer to turn up ?
gtowen
Re: Fibre install ...... When ?
06-11-2015 3:29 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
.
Had a similar situation - signed up for fibre on the 26th October on the promise of a 5th November install. Called customer services a few days later as my router was still listed as not dispatched only to be told that the engineer had not been booked by the person who processed the order, and that i would have to wait an extra 2 weeks.
To make it worse i'd already booked cover for my job so with the new install date also needing to be off work this upfront cost to me will be roughly £220. Just a warning to anyone considering which company to use.
The customer service guys were all very nice though can't fault them there, but looking around various forums this seems to happen to quite a lot of people with no contingency in place to do anything about the extra 2 weeks without connection. In fact the (nice to be fair) guy I spoke to who rebooked an engineer didn't seem surprised at all and just matter of factly informed me of another 2 weeks.
Re: Fibre install ...... When ?
06-11-2015 3:41 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Just had a reply to the ticket:
Quote This Question is now on hold until Monday 9th November at 7:00am
Cancellation stuck in pending state from 2/11/15. Contacted BT Wholesale. Issue raised, and order should be cancelled by 9/11/15 and order should be able to be placed then.
So one fiasco after another, first the order gets stuck and now they can't even cancel it, think the whole system needs a serious overhaul starting with openretch !!!
Re: Fibre install ...... When ?
10-11-2015 11:50 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Having the same issue. Waited in all morning and no show. Finally get through to someone and get told "order rejected by supplier". Will have to wait another 2 weeks. Joke! Very tempted to just cancel the lot now. 😞
Re: Fibre install ...... When ?
10-11-2015 5:48 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote 7:08am, Monday 9 Nov 2015
Question [ 113513413 ] is now off hold. Our Support Team will provide a further update soon.
Still waiting for an update !!!
Re: Fibre install ...... When ?
10-11-2015 7:30 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Fibre install ...... When ?
11-11-2015 1:01 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Sorry for the delayed response.
Unfortunately the order hasn't cancelled off yet but I'd expect it to be by tomorrow so I've set myself a reminder to chase this again then for you.
Re: Fibre install ...... When ?
13-11-2015 5:01 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Fibre install ...... When ?
13-11-2015 5:28 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Fibre install ...... When ?
13-11-2015 5:41 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Fibre install ...... When ?
13-11-2015 5:56 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Fibre install ...... When ?
16-11-2015 4:03 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Fibre install ...... When ?
16-11-2015 4:10 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote Staff morale at PN must be at rock bottom.
There's no issues with that here and I can only apologise to the OP for it taking us a while to get to reply to this.
We may not get to reply to every single post but we're replying to what we can here, let me know if you have any other feedback @tijara33
@gtowen I'm dismayed to see that the previous order is still showing as "pending cancellation" (which is what's preventing us from raising a new order) I'm escalating this with our suppliers now.
Re: Fibre install ...... When ?
16-11-2015 4:27 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
It gives the impression that PN is submitting the request and then doing nothing until I the customer complain about still waiting !!!!
I can only suppose new customers get priority over present customers, regarding installs, new routers, customer service
Re: Fibre install ...... When ?
16-11-2015 4:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote I can only suppose new customers get priority over present customers
No, the issues we've encountered could happen to any order.
I've escalated the matter and will continue to keep you updated.
UPDATE: I'm chasing this again now, we're still hitting the same issue here but I'm continuing to push back as best I can.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Fibre install ...... When ?