Order Tracker stuck
I used a MAC to sign up for Fibre Extra and line rental on 25/10/12 with an install date of 07/11/12.
I've checked the order tracking feature and it says Plusnet are still checking my line , I'm sure they did that on sign up and I definately paid the upfront fees and first months payments which is the next step in the order process ????
I raised a ticket and had a reply on 1/11 saying the issue would be passed to the relevant department to be investigated immediately but I've not had any information or update since.
I doubt I'll get the fibre installed on the 7th now but does anyone have any experience with this sort of problem and have any idea how long it's likely to be before Plusnet actually place the order with BT / Openreach ?
It was touch and go whether to join Sky or Plusnet , I'm already thinking I've made a huge mistake.
I've checked the order tracking feature and it says Plusnet are still checking my line , I'm sure they did that on sign up and I definately paid the upfront fees and first months payments which is the next step in the order process ????
I raised a ticket and had a reply on 1/11 saying the issue would be passed to the relevant department to be investigated immediately but I've not had any information or update since.
I doubt I'll get the fibre installed on the 7th now but does anyone have any experience with this sort of problem and have any idea how long it's likely to be before Plusnet actually place the order with BT / Openreach ?
It was touch and go whether to join Sky or Plusnet , I'm already thinking I've made a huge mistake.
I'm really sorry about the delays.
As per my colleagues reply to your ticket there seems to have been an issue that meant our systems did not place your order correctly, given this and us only being able to become aware of this after you contacted us last week it meant that we've had to book the engineer appointment manually which now means the install has been booked for a later date.
I'd like to assure you that this is not what was intended and I'll make we give you a gesture of goodwill as a way of saying sorry.
Adam
As per my colleagues reply to your ticket there seems to have been an issue that meant our systems did not place your order correctly, given this and us only being able to become aware of this after you contacted us last week it meant that we've had to book the engineer appointment manually which now means the install has been booked for a later date.
I'd like to assure you that this is not what was intended and I'll make we give you a gesture of goodwill as a way of saying sorry.
Adam
