Over a month since order and still no switch from BT :-/
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Over a month since order and still no switch from BT :-/
03-12-2013 11:34 AM
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I had confirmation of my order (including 12 month payment for line rental) on November 1st. Haven't heard anything since them (despite providing MAC code at time of order).
You website is unable to provide me with any order tracking information as link takes you back to the page you just came from.
How can this be classed as good customer service?
Can you provide me with some information on the status?
I've also raised this query via the 'Contact Us' - ref: 78034969
Re: Over a month since order and still no switch from BT :-/
03-12-2013 5:33 PM
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Re: Over a month since order and still no switch from BT :-/
04-12-2013 9:16 AM
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Can / has the cause of the stall been profiled so that it can be proactively looked for, thereby avoid mac expiry in the future?
Cheers,
Kevin
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Re: Over a month since order and still no switch from BT :-/
04-12-2013 9:44 AM
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Re: Over a month since order and still no switch from BT :-/
04-12-2013 11:43 AM
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Understand your take on this. On the surface this looks like yet another 'lost in the ordering system' problem, which given that space is being reimplemented, it would have been useful to profile this issue to ensure the new system copes with the issue.
Experience tells me that inter organisation systems have data exchange / interface protocols, which are fine if both systems work totally within the rules. However there are invariably events which are not to be expected (typically sequence of events) which though not outside of the rules have no defined method for handling them. In such circumstances the well oiled system breaks down, consuming vast amounts of support effort to manually manage them, to say nothing of the frustration heaped on the end customer.
I'll ask the question again - in the interim until the new provisioning system is in place, has PN considered / explored the practicality of running a daily 'suspect' report looking for provisioning orders which have not progressed for some defined (say 72 hours) elapsed time? This should enable PN to spot potential issues before a user starts to complain here on the forums. Such a proactive approach could reap untold benefits in reducing the call load on the call centres.
Cheers,
Kevin
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Over a month since order and still no switch from BT :-/
04-12-2013 1:09 PM
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Re: Over a month since order and still no switch from BT :-/
05-12-2013 2:41 PM
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Your systems error may end up costing me which is not a great way of introducing me to your products!
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