Switching nightmares
FIXED
Hi there.
Apologies for your poor experience when moving your home phone to Plusnet.
Receive email on 26 Oct "Home Phone - Order cancelled".
It looks like this email was sent, because the order we'd initially placed with Openreach didn't progress as we'd expected within the Openreach applications.
Oct 10: nothing has happened. No communication in meantime.
Sorry for the lack of communication.
Contact plusnet on Oct 11, who find that there is an "exception on the order" and the switch has not happened (why did I need to prod?). They would create a "bridge case" and the problem would be sorted in a few days...
Oct 13: Receive a 2nd email "Home Phone - Order cancelled"
Add a response to the ticket querying this.
I can see that this order was placed at the same time of the above order and was therefore cancelled automatically due to it being a duplicate order. Only, it looks like the cancellation was delayed in the Openreach systems due to the exception.
An exception is basically an order related problem where the flow of activity becomes stuck. An order progresses through several stages and systems. If an exception happens it generally needs to be sorted out manually by Openreach.
Oct 16: Receive a dumb reply saying "So you didn't want to cancel the order?" - ticket held to Mon 23
Apologies for that, I'll make sure feedback is passed on to the advisers line manager.
Contact plusnet CS again, now having to hold twice to get through to "provisioning". Told that the only solution is for them to create a fresh home + broadband order. Not wild about this, as can sense things getting out of hand.
I'll admit I'm puzzled here as to why we've done this when we're already supplying you with a broadband service and we can see an active connection on your account.
Oct 18: Receive an email from plusnet "Moving your broadband service - what you need to know", saying I need to pay a £206 exit fee from my broadband package!
As a result of placing the broadband order, this has triggered the automatic "leaving us" notification by email.
What should have happened is that we should have placed just the telephone order again following the duplicate order successfully cancelling in the supplier systems.
To resolve this, I'm going to cancel the order we've placed which does mean you'll receive another "order cancelled" email but please ignore that. When it's cancelled fully in the Openreach systems I'll place the phone order.
Needless to say, please also ignore the email about the cancellation charges.
After closing off one of the tickets on your account as a duplicately raised ticket by one of the support advisers, I'm moving the remaining ticket on your account to my teams ticket pool so we can take ownership of this.
I do sincerely apologise again for the poor experience you've received.
Anoush
EDIT:
It's unlikely you'll receive another order cancelled email as the order reference of the most recent order that our support team had placed, wasn't added into the automation logs on your account.
