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Wrong Profile after House move.
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Wrong Profile after House move.
20-11-2014 1:08 PM
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I have just completed a house move and was put on the wrong profile. I have phoned Customer Services who at first told me "you are on the right profile and it can take 10 days for it to get upto full speed". I suggested this information was incorrect and after a short wait he confirmed I was on the wrong profile. After another wait I have been told that an order for a profile update has been sent to BT.
Would it be possible for somebody to check if all is ok?
It`s not that I disbelieve what I`ve been told. would just like confirmation after what happened when I first joined Plusnet https://community.plus.net/forum/index.php/topic,111770.0.html.
Would it be possible for somebody to check if all is ok?
It`s not that I disbelieve what I`ve been told. would just like confirmation after what happened when I first joined Plusnet https://community.plus.net/forum/index.php/topic,111770.0.html.
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Re: Wrong Profile after House move.
20-11-2014 1:16 PM
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Hi,
The notes on the account suggest you were provisioned on the 40/2 product rather than 80/20. My colleague this morning saw this and placed a modify order for you which is due to complete tomorrow. Our side is set up and ready, so you should get the full speeds as soon as the order completes.
I will look into the ten day settling in period that was mentioned, as that was incorrect. Apologies for the problems, and I hope everything works as we'd expect tomorrow.
Tony
The notes on the account suggest you were provisioned on the 40/2 product rather than 80/20. My colleague this morning saw this and placed a modify order for you which is due to complete tomorrow. Our side is set up and ready, so you should get the full speeds as soon as the order completes.
I will look into the ten day settling in period that was mentioned, as that was incorrect. Apologies for the problems, and I hope everything works as we'd expect tomorrow.
Tony
Message 2 of 7
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Re: Wrong Profile after House move.
20-11-2014 1:18 PM
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Thank you Tony.
Message 3 of 7
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Re: Wrong Profile after House move.
21-11-2014 10:29 AM
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Quote from: plusnettony The notes on the account suggest you were provisioned on the 40/2 product
Seems to be a common occurance.....same thing happened to me!
I do find it hard that PN employees dont know their products.....unless of course you do have a 40/2 product in which case i take the comment back
Message 4 of 7
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Re: Wrong Profile after House move.
21-11-2014 10:32 AM
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Message 5 of 7
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Re: Wrong Profile after House move.
23-11-2014 1:01 AM
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All is good..
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Re: Wrong Profile after House move.
24-11-2014 10:00 AM
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That looks much better, let us know if we can help with any other issues at all.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Message 7 of 7
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