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Yet another porting failure for Plusnet

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Dabbler
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Registered: ‎10-10-2019

Re: Yet another porting failure for Plusnet

Hi Anoush,

I would be very surprised if this direct line of communication is more than an email address, given the numerous conversations that I’ve had with the CSAs by phone who have confirmed that all they can ever do is request an update and that the Ops team never has to give any substantive information. I am hoping that since Plusnet have given me about four contradictory updates in the last 24 hours, *finally* someone might bother to escalate it to find out what’s actually going on with Ops, but given that Monday will be Day 24 for something that should take 1 day, I don’t have a lot of hope.
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Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Yet another porting failure for Plusnet

Thanks for getting back to us. @Frustrated1byPN

I pass Ops on my walk through the office everyday. We’ll see what we can do next week to try to bring this to a resolution.

I understand the frustration though when you’ve spoken to advisers who couldn’t provide a solid update on this occasion with your port.

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 Anoush Mortazavi
 Plusnet Help Team
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Dabbler
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Registered: ‎10-10-2019

Re: Yet another porting failure for Plusnet

I hope so. If so, thank you in advance and I look forward to a substantive update and (hopefully) a resolution on Monday.

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Plusnet Help Team
Plusnet Help Team
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Re: Yet another porting failure for Plusnet

@Frustrated1byPN we will update this thread as soon as there has been any fresh information provided.

 

Please accept my apologies, and thank you for the patience and understanding you have shown whilst we have been working on this issue. 

 

Kind Regards, 

MoR

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 MoR
 Plusnet Help Team
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Plusnet Help Team
Plusnet Help Team
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Re: Yet another porting failure for Plusnet

Hi @Frustrated1byPN We've had a reply back from our Ops team with clarification. I'm afraid it's not good news in that the port isn't going to go through, because it looks like your number was manually ceased by your previous provider rather than allowing the porting process to do the cancellation at their side automatically. 

If you'd want your number back, unfortunately you'll need to contact your previous provider to see if there's anything we can do as we can't recover a number which hasn't been provided by us.

Sorry that this isn't the news we wanted, but I hope it helps get out of the continuous loop you were in.

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 Anoush Mortazavi
 Plusnet Help Team
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Dabbler
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Registered: ‎10-10-2019

Re: Yet another porting failure for Plusnet

Hi Anoush,

On the basis of your post:

  • I spoke to my previous provider who confirmed that the number had been automatically transferred (not manually). They, in contrast, provided me with a direct phone line for their porting specialists to discuss the matter, and offered to follow up with both you at Plusnet and to continue to look into it themselves (I've actually *left* them and they're doing more!).
  • I then spoke on the phone to Plusnet, who were not sure about the content of your post, but told me to request the PAC from my previous provider again.
  • I spoke again to my previous provider who said that the number was no longer with them and so they could not provide a PAC. They did, however, offer to get in contact with you to check if you had received all the files you needed, and advised me to ask whether Plusnet had tried to contact them to explain there had been a problem (since they didn't have an initial record of this).
  • I called Plusnet and said I could not get the PAC for the reason above. The CSA then told me that it actually had nothing to do with my previous provider. Apparently, Plusnet has been having a lot of problems with ports from various providers, and that it has nothing to do with my previous provider, in contrast to your message below. The CSA's line managers had briefed them in the first instance to ask consumers to request a PAC, and acknowledged that it was a problem at Plusnet's end. She said that she couldn't provide a timeframe for this work (that's no surprise) but that I can expect a call back within two days (that would be a surprise, based on past record!).

It would appear from your own CSAs, then, that the content of your post is not true. The CSA was surprised to hear that you had told me that today. There is very clearly a bigger systemic problem at Plusnet, which your CSAs are hiding (not very successfully).

I am also frustrated to hear that the likelihood of my being able to retrieve my number has gone from "certain, without doubt" to "as far as I'm currently aware".

Even if my previous provider *does* have a role to play in this delay (which doesn't currently seem to be the case), it is insane that it is now Day 24 and I am only hearing specifics about possible fundamental problems now. In addition, the number of mixed messages you are giving your customers about this technical problem is staggering.

Again, a message to potential customers - do not expose yourself to the above! Just don't be seduced by the cheap tariffs, don't join Plusnet!

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Plusnet Help Team
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Registered: ‎21-04-2017

Re: Yet another porting failure for Plusnet

Thanks for getting back to us @Frustrated1byPN 

Apologies for any incorrect information you've received by our support team, I'll make sure feedback is passed on.

The information I've provided has come direct from our Ops team, who have checked the supplier systems and this is showing the port to have been rejected on the same day it was issued. With this in mind, the port isn't in delay, it's rejected.

I've emailed Ops with this information you've provided, however I suspect that there's nothing new we'd be able to advise, because as per my previous response, it appears that your number was then ceased as opposed to transferred to Plusnet. 

From what Ops have advised me, there is nothing we can do to recover a number which has not been provided by us.

I'll let you know when I've got reply back.

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 Anoush Mortazavi
 Plusnet Help Team
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Dabbler
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Registered: ‎10-10-2019

Re: Yet another porting failure for Plusnet

I'm just lost for words then.

I have genuinely never experienced such inconsistent and poor customer service.

This is, without doubt, the worst commercial experience I've ever had.

I'm considering just walking away and losing the number I've had for my entire life just so that I never have to deal with Plusnet ever again.

In addition, I've even spoken to the previous provider - the number was sent and they cannot get it back. They have offered to send the files to Plusnet but as far as I'm aware Plusnet has done nothing to try to work out a solution to this problem or to let me know about it until today although, by your own admission, they knew it had been rejected back on the 24th.

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Plusnet Help Team
Plusnet Help Team
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Re: Yet another porting failure for Plusnet

Thanks for getting back to us @Frustrated1byPN I understand the experience you've had has been terrible and you've been passed around by our customer support advisers however based on the information we have, I can't see that the problem itself has been caused by Plusnet however I am happy to be wrong.

It's the advice of our Ops team for you to speak to your previous order to find a way to get the number back, because the port is simply rejected on the same day it was issued, it's not delayed. Where there are delayed ports, yes we can liaise with the previous provider (I believe through our suppliers/porting team) to get the correct files sent over.

Again I'll let you know when I've got another reply on the back of emailing them not long ago.

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 Anoush Mortazavi
 Plusnet Help Team
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Dabbler
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Registered: ‎10-10-2019

Re: Yet another porting failure for Plusnet

As I said above, even if it turns out to be the case that it's the previous provider's fault, Plusnet's apparent inability for most of its CSAs to contact Ops properly and your propensity to contradict each other with every message is what makes this such a wholly unsatisfactory experience.

If you (PN) had told me back on the 24th that there was a problem with the porting - instead of, for example, telling me within one day that it had failed a second time AND successfully ported when it seems that a second port was not even attempted - this would be a different story. I would have contacted the provider then and there and sorted it out as soon as possible. Instead, a manager in the CSA team told me specifically that this was a PN issue and not to contact my previous provider.

Furthermore, the previous provider has been nothing but helpful during this period. They gave me a direct number to call the specialist port team and offered to send emails to PN to see if they could help clarify the situation.

The contrast is staggering.

But for clarity, the problem is not even that you (or the other provider) may have lost my number. It's the astonishingly incompetent and contradictory customer service you've offered since that point that is the problem.

I hope that your Ops team can offer an update, since I have already carried out your advice and the previous provider cannot currently help, but we shall see.

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Plusnet Help Team
Plusnet Help Team
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Re: Yet another porting failure for Plusnet

Thanks for getting back to us @Frustrated1byPN 

Again I appreciate the conflicting information you've been given and the communication has been poor on this occasion and I do sincerely apologise for this along with the inconvenience we've caused.

As soon as I know more I will be sure to let you know. 

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 Anoush Mortazavi
 Plusnet Help Team
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Plusnet Help Team
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Re: Yet another porting failure for Plusnet

Hi @Frustrated1byPN I've discussed this further with a colleague from our Ops team and it's difficult to advise definitively what went wrong. Either it was an error on the previous provider's part in ceasing the number before it was ported, or it may be down to an error on our side/our suppliers which resulted in the number being ceased and port rejected. 

Unfortunately if your number is ceased with your previous provider there'd be no way we'd be able to get it back. I do apologise again for the customer service you've received from us over the past few weeks that the issue wasn't clear. Sad

I agree if we had informed you sooner there was a problem with the port, there may have been a chance you'd be able to get the number back although I'm not confident about that as it depends when the number was ceased.

If your number is important for you my recommendation would be to contact your previous provider and see if there's anything they'd be able to do to make the number live again.

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 Anoush Mortazavi
 Plusnet Help Team
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Dabbler
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Registered: ‎10-10-2019

Re: Yet another porting failure for Plusnet

Hi Anoush,

Could you help me please? I’ve been in touch with your CSAs by phone and got more contradictory advice. You seem to be the only one with any actual information in the whole company which is consistent.

Today’s CSA told me that my number is on the outstanding port list and has been there since I first submitted the request. But she also said it was resubmitted on 14/10. This week I’ve been asked to request a new PAC from my old provider, with the CSA insisting it was possible until I emailed in written evidence from the previous provider that it couldn’t provide a PAC because I was no longer on their system. The previous provider did email Plusnet I think to check if you had all the files you needed to port me.

The CSA told me that the number hasn’t been lost and insisted that I just had to wait for it to port but that I would lose the number if I left.

Could you please clarify with your Ops contact whether my situation has now changed and whether I should stick around with Plusnet in the hopes of getting my number back? It’s now Day 27 or thereabouts, so I would be very grateful if you could help me end this Kafka-esque nightmare! Smiley
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Plusnet Help Team
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Re: Yet another porting failure for Plusnet

Hi @Frustrated1byPN thanks for getting back to me.

There does definitely seem to be a bit of contradictory information here, I'm looking into this further with Ops.

Will post back soon when I know more.

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 Anoush Mortazavi
 Plusnet Help Team
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Plusnet Help Team
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Re: Yet another porting failure for Plusnet

Hi @Frustrated1byPN A bit of clarification. We've looked into this further and we can see your number is flagged as what's called a 'delayed port' which I suspect is what our mobile support team were looking at. 

On the supplier system, our mobile operations team can see the port is rejected however doing some digging, we appear to have all the files. We're chasing our suppliers to try to get this pushed through and completed on the system. Setting expectations, there's a chance it's possible but we can't guarantee this.

So basically it's been in hand the entire time by the fact it's tracked as a 'delayed port' and it looks like the information I was given previously was just the tip of the iceberg so to speak and caused confusion. Sorry about that. Sad

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 Anoush Mortazavi
 Plusnet Help Team