cancel
Showing results for 
Search instead for 
Did you mean: 

Cannot receive calls after porting 2 weeks ago

Superuser
Superuser
Posts: 6,967
Thanks: 997
Fixes: 60
Registered: ‎30-07-2007

Re: Cannot receive calls after porting 2 weeks ago

I absolutely agree, the 5 day wait for a response from Ops is not acceptable.

I've seen other situations on here relating to roaming not working and it being insisted that Ops will take 5 days, by that time a lot of the people experiencing roaming problems are back in the UK , which makes any investigation pointless!

I've been around here for quite a while and the PN help team that monitor these forums are very good and will usually pull out all the stops to get a problem resolved quickly. In the case of broadband and phone they can resolve problems themselves or have direct access to other departments. With mobile, it seems, since it's not in-house as such, they are limited by 'Ops'

Plusnet Help Team
Plusnet Help Team
Posts: 428
Thanks: 43
Fixes: 19
Registered: ‎06-08-2018

Re: Cannot receive calls after porting 2 weeks ago

Hello @costas4bulbidi,

 

Thanks for sending that info, I've sent it across for you and it should be picked up shortly. @RobC sounds like their onto something there, I've popped this post link with my email to ops to help them further.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


RobC
Rising Star
Posts: 62
Thanks: 11
Registered: ‎03-12-2016

Re: Cannot receive calls after porting 2 weeks ago


@MisterW wrote: I don't know exactly, but I would guess that with detailed tests and times, the Ops people can trace the call attempts in log files and therefore find the problem, then they just need to 'beat over the head' all the other organisations involved to correct the error.
 

I think the main problem is that Ops are not customer facing, and there's no direct contact possible between them and you. There's always CS in between and therefore the process is cumbersome.


 

Just took a fresh look at your post and disagree

 

These are incorrectly ported 'numbers' with relatively or actually very few calls - all or at least many errors

Ops should be able to see at a glance the issue just by looking for what occurred on the number.

That 3 examples to pass on really does seem just a fob off to me.

 

 

They aren't searching through dozens of calls, with some ok, some not in these cases, They are faulty from the port.

So telling them that somebody tried to call from an external system and got nowhere at 3 o clock really isnt going to help much is it. Particularly as it would probably get an answer : we forwarded the call to you as we should ...

If PN has that sort of issue with external suppliers, then involving the customer for individual examples is pointless.

 

PN ops sending a no reply text from internal and external numbers would tell them far more.

 

Of course customers should still go through basic checks, number is theres, Plusnet network etc

 

 

Other than that PN would be better setting up simple

no reply texts to customer,

customer to text/call PN test numbers (... you are successfully through to plusnets on net (off net) test service. All OK here. Have a nice day [click])

(or be really cool and the call also fires off a return text 'Hi this is the PN on net (off net) test txt. You successfully connected')

which support here or on phone/chat could just fire off (and all the tech info is available on PN systems)

 

Quite simple to set up

Low cost, low tech, low knowledge needed

All the info waaaaaayyyyy beyond any customers knowledge at hand in the process

 

... Particularly as PN appears to have major issues with these.

 

( PN could even send one of those service texts we used to get to set up services)

 

 

Just imagine how professional and effective that would seem

and how many potential bad reviews it could avoid.

Good press instead of bad press.

 

costas4bulbidi
Dabbler
Posts: 21
Thanks: 2
Registered: ‎10-10-2018

Re: Cannot receive calls after porting 2 weeks ago

Hi @Mads,

 

Is there any news on this? My phone is still uncontactable and, with a family member in hospital, this is particularly bad.

Plusnet Help Team
Plusnet Help Team
Posts: 567
Thanks: 115
Fixes: 19
Registered: ‎22-01-2018

Re: Cannot receive calls after porting 2 weeks ago

Hello @costas4bulbidi,

 

Thanks for getting back to us and we are sorry for the issue you are experiencing. Our team are still investigating the issue and we should have a response with 5 working days of sending the issue to be investigated initially.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team
costas4bulbidi
Dabbler
Posts: 21
Thanks: 2
Registered: ‎10-10-2018

Re: Cannot receive calls after porting 2 weeks ago

Hi,

 

It has now been a full week (5 business days). Can I have an update please? Failing that, I would like to cancel my contract please, and receive a refund.

Plusnet Help Team
Plusnet Help Team
Posts: 428
Thanks: 43
Fixes: 19
Registered: ‎06-08-2018

Re: Cannot receive calls after porting 2 weeks ago

Hello @costa4bulbidi,

 

I am very sorry about the length of time this is taking to resolve, I'm afraid we would need to re-raise this to our billing operations team as there seems to be some missing information - so for clarity it will take a further 5 working days. I would completely understand if you wish to cancel after this and as such you can do so by calling 500 from your mobile sim or 0800 079 1133.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


Superuser
Superuser
Posts: 6,967
Thanks: 997
Fixes: 60
Registered: ‎30-07-2007

Re: Cannot receive calls after porting 2 weeks ago

I am very sorry about the length of time this is taking to resolve, I'm afraid we would need to re-raise this to our billing operations team as there seems to be some missing information - so for clarity it will take a further 5 working days.

@Mads I understand you're only the messenger here, but that is an appalling response from Ops, over 5 days to decide they didn't have all the information.!!

Regarding cancelling, isn't there a likelihood that cancelling whilst the port is in progress will lose the number, even if it is possible to issue a PAC , which I doubt?  

Plusnet Help Team
Plusnet Help Team
Posts: 428
Thanks: 43
Fixes: 19
Registered: ‎06-08-2018

Re: Cannot receive calls after porting 2 weeks ago

Cancelling at this point may well lose the number all together. I have sent you a PM with the information our ops require to get this investigated for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


costas4bulbidi
Dabbler
Posts: 21
Thanks: 2
Registered: ‎10-10-2018

Re: Cannot receive calls after porting 2 weeks ago

That is absolutely atrocious. I have already waited through 2 rounds of the 5 business days, without a fully functional service, and now I'm being asked to to wait another 5 business days just to have another look, which may very well result in not resolving the issue anyway!! Based on the information requested in the private message (i.e. to do the same tests AGAIN, and to provide details about the handset), I doubt we will get any further.

If I call to cancel, this means a 30 day notice period, as if it's me who changed his mind, when it's obviously Plusnet who is at fault. It also means covering the cost myself. It's actually a very small amount, as the monthly cost is low, but it's a matter of principle.

 

I really want, and need, a functioning contract ASAP.  As such, I am willing to propose the following, if it will result in a quick solution:

- Kill the porting request. Just give me a new number, as long as it works!! Right now neither the number which was being ported works, nor the original number I was given when I signed up for the contract.I need to be contactable these days, and this is not possible due to Plusnet messing this up so badly!!

- I want to be reimbursed for the time I have spent so far trying without receiving the service I have been paying for. This can be done as credit towards the next month for instance. Assuming I do get given a working number first of course.

 

This has been such a frustrating experience that if the matter doesn't get resolved quickly and I have to cancel, I will seriously consider following the process with the ombudsman.