A moan about the sign up / activation process
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- Re: A moan about the sign up / activation process
A moan about the sign up / activation process
14-05-2008 1:41 PM
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Oh, and I almost forgot – the Order Tracker didn’t work for almost the entire transaction!
Not much good when it comes to bolstering my reputation as a trustworthy IT geezer, is it?
Re: A moan about the sign up / activation process
14-05-2008 4:07 PM
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Quote from: xbeemer Not much good when it comes to bolstering my reputation as a trustworthy IT geezer, is it?
Hmmm. That is not a good experience. Thanks for letting us know. I'll ask our customer support, product team and broadband operations team to have a look at what went wrong in these cases.
Re: A moan about the sign up / activation process
14-05-2008 5:22 PM
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Re: A moan about the sign up / activation process
14-05-2008 5:51 PM
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Just to clarify following the conversation with my colleague:
The first order was delivered a day late due to us not being able to take the initial account fees, this delayed the hardware delivery unfortunately. The second was delivered on time, but the order tracker did not update to reflect the correct status and we are currently investigating this.
The third order was unfortunately human error - we had to place the order for the broadband service manually. When this happens the account needs to be put into 'supplier processing' status whereupon it will wait for confirmation from our supplier that the order is progressing and order hardware/activate the account at the appropriate stage. Unfortunately the account was not put into supplier processing status in this case.
In order to prevent further occurrences of this we have created a hardware jeopardy report which will notify us of any further instances.
Many apologies for the hassle incurred over this.
Re: A moan about the sign up / activation process
14-05-2008 7:56 PM
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Re: A moan about the sign up / activation process
20-05-2008 10:38 AM
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To save myself a bit of face, I'm having to go to see her this afternoon to get her temporarily connected with my spare Netgear DG834GT wireless router. I'm also having to raise a ticket on her behalf to see if I can find out what's happened.
Unsurprisingly, I'm not so happy now!
Re: A moan about the sign up / activation process
20-05-2008 11:36 AM
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I do complete appreciate the frustration and I'm very sorry for any issues that this may have caused you.
Could you please let me know the username of your referral by PM and I'll do my best to get this sorted out for you as soon as I possibly can.
Re: A moan about the sign up / activation process
20-05-2008 11:53 AM
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Once again, apologies. There was an issue with the order for this items being received by the warehouse, but they've been called and chased and the router should be with your referral by the end of the week. There's a more full explanation on the ticket.
Hope that helps, again very sorry for the hassle.
Re: A moan about the sign up / activation process
20-05-2008 12:08 PM
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I had a similar experience with a referral. The broadband was activated before the router arrived, and the order tracker appeared to take a little time to get updated.
I appreciate that some people get frustrated when things don't appear to run smoothly. In my experience with both my own sign-up and that of my referree, any problems/queries were satisfactorily addressed using the Help Centre rather than these forums.
There were two bonuses to this approach.
1) I used it as a training exercise for my referree, showing her how to access the members portal, raise a ticket, check her usage agaist allowances, etc, so that in the future if she came across any problem she could try to sort it herself before asking me for help.
2) As a result of the delay between router arrival and activation date, Plusnet applied a discount on her first months subscription.
New sign-ups should bear in mind that sending out hardware by Plusnet is dependant on confirmation of first payment, and that if this is by direct debit then this can take longer than via credit card. But what BT do and when in terms of line activation is to some extent out of Plusnets control. This can vary and may result in an activation date earlier or later than hardware delivery, and perfect synchronisation should not be expected.
Re: A moan about the sign up / activation process
20-05-2008 4:44 PM
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I also agree with your comment about BT - a law unto themselves.
Re: A moan about the sign up / activation process
22-05-2008 9:51 AM
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15 mins approx to get answered this morning and nobody their is able to track the progress of the order and find out when it will be despatched ... not very useful ... The reply was - it should be despatched today, maybe tomorrow - oh great BH weekend, probably nothing till next week.
Can someone take a look pls?
RLFEARN22
Re: A moan about the sign up / activation process
22-05-2008 9:55 AM
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I'll get our hardware guy to try and chase this for you to see when we can realistically expect your router to arrive?
Are you sure you were waiting for 15 minutes this morning? According to the information that I get, the longest wait so far today is only 5 minutes?
Re: A moan about the sign up / activation process
22-05-2008 12:07 PM
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----
Thanks James, I would appreciate that - will you come back to the forum with a reply or by email?
Your call cente stats don't match my phone display which was in excess of 10 minutes until I got answered .. stats on ACD systems can be configured in particularly strange ways at times.
Thanks.
[Moderators Note by Daniel (Assos), Removed full quote of previous post, it is not needed and contravenes the link:rules.]
Re: A moan about the sign up / activation process
23-05-2008 9:45 AM
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I appreciate you looking into this ... now lets see what speed we can get out of it (we're a long way from the exchange!).
Re: A moan about the sign up / activation process
23-05-2008 10:17 AM
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I completely forgot to reply back in here yesterday and to be honest, we weren't actually expecting your router to be received today as at that point in time, the order hadn't left the warehouse, but I'm certainly very glad that it did turn up today!
Feel free to post your line stats up and we'll be able to have a quick look
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