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Suspended Billing since May and now cut off

Gandalf
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Registered: ‎21-04-2017

Re: Suspended Billing since May and now cut off

Hi there,

Apologies for the confusion. I can confirm your order completed 30/11/2021 19:45:54.

I'll call you back at 5:20pm as we've agreed last week. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Gandalf
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Re: Suspended Billing since May and now cut off

Thanks for your time on the phone @eurobuff

Upon further investigation to the above ^ an engineer went out on the 29th November in advance and carried out some work at the exchange, but it looks like something else, which may be unrelated went wrong, as your order completed the following day and your service doesn't work. 

I'll follow things up with you as soon as I know more, at the latest I'll call you the same time on Friday. 

If there are any developments or you've got further queries in the meantime, feel free to reply to ticket 219805126 on your old account, or ticket 219956321 on your new account and I'll personally be back in touch. As discussed you can access these through the direct link here https://portal.plus.net/wizard/?p=search

Alternatively if it's easier you can post back here or send me a private message Here. Smiley

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
eurobuff
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Re: Suspended Billing since May and now cut off

Hi
Just letting you know that the service hasn’t been connected.
Gandalf
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Re: Suspended Billing since May and now cut off

Thanks for the update @eurobuff

I've been monitoring this and dropped you an email earlier this afternoon. Unfortunately there's no updates on the fault report yet so I imagine our suppliers are busy in the area. I'll chase this up tomorrow morning if we need to. 

Really sorry for the continued delay.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
eurobuff
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Re: Suspended Billing since May and now cut off

Also I’ve just seen That I’ve been billed for this service that hasn’t been connected !
Gandalf
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Re: Suspended Billing since May and now cut off

From what I remember we've already discussed this. I'll sort out your bills with you once you're up and running and I'll make sure anything you've paid for a service you've not had is accounted for in the compensation we offer. Smiley

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
eurobuff
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Re: Suspended Billing since May and now cut off

Hi

Still hasn’t been connected. When I ring the Virgin number I just get a solid tone, when I ring the number I was initially given I get “the number you have dialled has not been recognised”. Neither of the numbers are ringing at the calling end like they were before. They are not ringing at the house either
Gandalf
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Re: Suspended Billing since May and now cut off

Thanks for getting back to me @eurobuff

I can see your phone number's changed across to the previous number you've had.

I've chased the fault up with our suppliers and they've advised a multi-skilled engineer's due to go out tomorrow today

It'll be subject to last minute engineer availability on the day as more urgent cases such as welfare may come up.

Fingers crossed you're back up and running this weekend though and I'll call you at 5:20pm today still.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
eurobuff
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Re: Suspended Billing since May and now cut off

Hi

 

Whats happening. Had a message to say you were going to call me?

Gandalf
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Re: Suspended Billing since May and now cut off

Thanks for your time on the phone @eurobuff

I'm really sorry to see an engineer hadn't gone out today. I've been discussing this with our suppliers helpdesk regarding this and I'm advised this was due to engineer availability and an engineer's now expected to go out tomorrow.

I've also emailed you more information on the ticket ref 219956321 following our conversation. 

I'll check the progress on Sunday and I'll call you on Monday at around 5:20pm.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
eurobuff
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Re: Suspended Billing since May and now cut off

Hi

 

still not connected 

eurobuff
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Re: Suspended Billing since May and now cut off

6.15pm, still not connected. Spoke to an advisor who has said that the Openreach  ticket has been rejected. Said that it keeps getting rejected, and doesn’t know why. He asked me to ring 17070, apparently this also confirmed that my original Virgin number hasn’t been ported across

adam945
Plusnet Alumni (retired)
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Re: Suspended Billing since May and now cut off

Hello @eurobuff

Thanks a lot for letting us know and I'm really sorry for the continuous issues that we';re having with your service. @Gandalf is currently out of office today, sand I've tried to chase this up for you with Openreach, though ther Welfare Team closes at 17:30 on weekends.

I've made a note of your account and will be chasing them up for a further update tomorrow.

I suspect that an engineer did not go out yesterday as the note on the fault does state that it was subject to change - this is usually based on Openreach resources in the local area.

With Anoush raising the welfare case though, I'd have hoped to have seen an engineer assigned, and can only apologise that the issue remains ongoing. I'll be in touch tomorrow. Smiley

 Adam
 Plusnet Help Team - Leeds
eurobuff
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Re: Suspended Billing since May and now cut off

Hi @adam945 @Gandalf @@any update on this? Still no connection 

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
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Registered: ‎01-12-2020

Re: Suspended Billing since May and now cut off

Hello @eurobuff

Thanks a lot for reaching out and I'm really sorry for the delayed response.

I've just been in touch with the Openreach welfare team and have been advised that an engineer was assigned the job today, but for some reason has not completed it, and has left no notes for them to feed back to me Sad

The job remains active in their taskforce, and has now been scheduled for tomorrow morning. Please accept our apologies for the further delay here.

 Adam
 Plusnet Help Team - Leeds