Poor start to Plusnet experience
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Poor start to Plusnet experience
24-07-2017 6:17 PM
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Now if there was an apology and a quick solution offered then fine. But 4 hours later no call back from management and the lady I spoke to in the call centre said sorry but did not sound like it was something that hadn't happened before so the apology seemed a bit like routine and she went on to say management cannot do anything about it and when they call me they will tell me the same thing. That probably explains why I haven't had a call back yet.
If anyone does call back or responds to this post I would be shocked but greatful. All I ask for is to have the broadband connection Plusnet too advanced payments for working along with router that was purchased in the agreement asap and not the generic 10 to 15 days that I was quoted before.
Re: Poor start to Plusnet experience
24-07-2017 7:14 PM
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Hopefully @Anoush will have a look at this for you , Staff on the forum are very good
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .
Re: Poor start to Plusnet experience
24-07-2017 8:42 PM
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Moderator's note:
Unhelpful post removed.
Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still
Re: Poor start to Plusnet experience
24-07-2017 8:44 PM
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Re: Poor start to Plusnet experience
25-07-2017 10:34 AM - edited 25-07-2017 5:27 PM
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Sorry to hear of your poor experience.
I'm not able to locate your account from your forum details, mind PMing me your username?
EDIT: @MrGavinCameron
Thanks for your patience, much appreciated. I've spent time investigating this.
Your fibre order wasn't built correctly within our suppliers systems, which means that it didn't progress to a stage where it would complete on the day of your activation. When your phone service went live as predicted, but not your fibre service, we placed a cancellation request on the fibre order so that we can replace it for you.
Unfortunately, an exception has been generated on the order.
This is basically means the order has become stuck within our suppliers systems. We've been advised that we have to allow 48 hours for automation to clear it. This was something we tried to avoid with the idea of cancelling the order & replacing it.
After discussing this with our suppliers, they've placed a portal cease on their end try to speed things along. We've been asked to review this on Thursday.
Only that it's likely that once the exception is cleared and things progress, the order will be cancelled. However, at that point we will be able to replace the order, then should then be able to request it is expedited, because the order was originally stuck due to supplier system issues and the actual work appears to have been completed as scheduled.
I am very sorry for the inconvenience caused by this problem. The ticket on your account with the social media team, we will take ownership of this until it is resolved. We will check this for you tomorrow in case things progress quicker than expected.
Anoush
Re: Poor start to Plusnet experience
27-07-2017 11:37 AM - edited 27-07-2017 11:37 AM
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Thank you for your patience.
We've been advised that the portal cease has completed. Unfortunately, the order is still stuck, so our suppliers are raising a bridge case to manually push this along. The lead time on that is 48 hours [excluding weekends].
Once the order is cancelled, we'll replace the order and request it is expedited.
Apologies for the inconvenience.
Re: Poor start to Plusnet experience
27-07-2017 12:17 PM
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@Gandalf Just for clarity , was the error due to PN order or was it at BT system ?
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .
Re: Poor start to Plusnet experience
27-07-2017 12:32 PM
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Re: Poor start to Plusnet experience
31-07-2017 2:32 PM
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Good news, it looks like the cancellation of the stuck order was cancelled because I can see the order has completed. I'm just in the process of activating your account now. Can you let us know how if you're able to connect?
Cheers
Re: Poor start to Plusnet experience
31-07-2017 3:41 PM - edited 31-07-2017 3:41 PM
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I would but nobody sent me out a router, one thing after another!! So now I finally have an internet connection that I cannot use. Fantastic news!!!
I had to call up and request a router to be sent out to me on Friday so lets wait and see how long it takes for that to arrive because it did not turn up in today's post.
Re: Poor start to Plusnet experience
31-07-2017 3:44 PM
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Apologies for that. It looks like it wasn't ordered automatically because your order didn't reach that critical stage [as mentioned above]. Fingers crossed it doesn't take long to arrive.
Re: Poor start to Plusnet experience
01-08-2017 11:09 AM
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Re: Poor start to Plusnet experience
01-08-2017 4:23 PM
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