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Day 7 of order

samoz83
Newbie
Posts: 4
Registered: ‎25-02-2014

Day 7 of order

The main site says it will take 5-7 days for our fibre to be switched from our old fibre provider to Plusnet. The order tracker is still at checking line status even after opening a question in Support. Where they said that the order hadn't been placed for some reason and is now being forwarded to the orders department. I asked if this will require a extra 5-7 workdays but it seems support is extremely slow at replying. Is there any idea of what sort of time scale this operation will take?
7 REPLIES
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Day 7 of order

Hi samoz83,
I'm really sorry to hear that the order wasn't placed when it should've. I have now updated Ticket: 81670111 on your account with the details regarding your order.
samoz83
Newbie
Posts: 4
Registered: ‎25-02-2014

Re: Day 7 of order

Thank you, still not the best of starts having to wait another seven days on top of the 7 we've already waited  Cry
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Day 7 of order

Really sorry about that :/
We'll do everything we can to get you up and running. We have to work with our suppliers and within their timescales, however the order should have been placed before so I understand your frustration.
We'll keep an eye on this one.
Chris Pettitt
Cloud Environments Engineer
samoz83
Newbie
Posts: 4
Registered: ‎25-02-2014

Re: Day 7 of order

So is the order tracker meant to change? Or is it meant to still be at line checking a day before the switch is meant to happen? (Did put this on the support ticket yesterday but no answer as of yet, not sure what sort of SLA's you guys have to abide by but it's pretty slow....)
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Day 7 of order

Have you received your router?
I'm sorry you've not received a response on your support ticket yet. I'm aware our provisioning team are very busy at the moment so response times on support tickets may be longer than normally expected.
I'm not in the office at the moment so I'm unable to check your account but I can pick this up first thing tomorrow morning for you. If you would prefer to get an update this evening then I would suggest that you contact our Support Team on 0800 432 0200.
samoz83
Newbie
Posts: 4
Registered: ‎25-02-2014

Re: Day 7 of order

We are using our current custom router, just slightly concerned as I thought the order tracker should change when getting closer to switch over date.
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Day 7 of order

Morning! I've just checked on this for you and closed Ticket: 81670111 for you. Sorry for any confusion this has caused, however, order tracker should now have changed and I can confirm your order is still progressing without any problems.