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Voicemail Extra ordered - or is it?

198kHz
Seasoned Hero
Posts: 5,589
Thanks: 2,577
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Registered: ‎30-07-2008

Voicemail Extra ordered - or is it?

Last weekend I ordered, via the Home Phone Control Panel, Voicemail Extra.
The Call Features summary page is saying -
Quote
You currently have an order in progress to add call features
Your call feature(s) will be added to your account on the next working day.

No confirmatory email received, and no tickets (Questions or Service Notices) referring, so I'm just wondering whether the order is actually in progress or not.  Undecided
If you want the best seat in the house, move the cat
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BT technician (Retired)
9 REPLIES 9
adamwalker
Plusnet Help Team
Plusnet Help Team
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Registered: ‎27-04-2007

Re: Voicemail Extra ordered - or is it?

Hmm, no that order didn't go through. I've just placed it manually (ref OR0000002297576) and that should go through within just a few hours.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
198kHz
Seasoned Hero
Posts: 5,589
Thanks: 2,577
Fixes: 37
Registered: ‎30-07-2008

Re: Voicemail Extra ordered - or is it?

Thanks Adam.
If you want the best seat in the house, move the cat
FTTC 40/10   Billion 8800NL
BT technician (Retired)
198kHz
Seasoned Hero
Posts: 5,589
Thanks: 2,577
Fixes: 37
Registered: ‎30-07-2008

Re: Voicemail Extra ordered - or is it?

No problem with the actual service, Adam - Voicemail Extra is working fine - but the ordering/billing process seems to have stalled again.
See attached screenshot.
If you want the best seat in the house, move the cat
FTTC 40/10   Billion 8800NL
BT technician (Retired)
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 15,929
Thanks: 622
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Registered: ‎27-04-2007

Re: Voicemail Extra ordered - or is it?

Hi there,
Sorry about this, I'll need to raise a task for developer intervention to get that fixed.
Just to clarify the service is there and active but the billing component on the account is broken.
Adam
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 Adam Walker
 Plusnet Help Team
198kHz
Seasoned Hero
Posts: 5,589
Thanks: 2,577
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Registered: ‎30-07-2008

Re: Voicemail Extra ordered - or is it?

Thanks Adam.
To confirm - yes, it's working fine, and I've just successfully linked my mobile too.
It's just the billing wot's broke.
If you want the best seat in the house, move the cat
FTTC 40/10   Billion 8800NL
BT technician (Retired)
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 15,929
Thanks: 622
Fixes: 174
Registered: ‎27-04-2007

Re: Voicemail Extra ordered - or is it?

Quote
It's just the billing wot's broke.

Sorry to tell you we'll get that sorted Wink
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
198kHz
Seasoned Hero
Posts: 5,589
Thanks: 2,577
Fixes: 37
Registered: ‎30-07-2008

Re: Voicemail Extra ordered - or is it?

OK Adam - but there's no rush.  Wink
If you want the best seat in the house, move the cat
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joharris
Newbie
Posts: 6
Registered: ‎04-08-2007

Re: Voicemail Extra ordered - or is it?

Quote from: _Adam_Walker_
Quote
It's just the billing wot's broke.

Sorry to tell you we'll get that sorted Wink

I wouldn't hold your breath on this one, I made the opposite change (ie to remove voicemail extra and return to the standard product) over a year ago. Exactly the same thing happened, the billing system broke, and, 14 months on it still ain't fixed!
The temporary fix is that every month I get an automatic refund of the £3 I am still being charged for the service I no longer have. But despite numerous calls to customer services, and promises to get the tech guys to sort it, still no sign of progress. And of course it's not possible to make further changes to the services I subscribe to because I have one still 'in progress'.
Come on Plusnet - you pride yourselves (correctly most of the time) on your customer service. but 14 months to fix a billing system problem seems a bit OTT,
Jonathan Harris
BenTrimble
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,106
Registered: ‎06-02-2008

Re: Voicemail Extra ordered - or is it?

@joharris, @4C
I've fixed both of your accounts. There's more than one root cause for these issue and we will be cleaning up these features in the near future en masse whilst working on the root cause fixes.