Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for
Upgrading from Dial up to Broadband - Why the delay?
Topic Options
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Account/Billing
- :
- Upgrading from Dial up to Broadband - Why the dela...
Upgrading from Dial up to Broadband - Why the delay?
26-08-2010 2:34 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I recently moved house and finally had the phone connected yesterday. I wished to use an old dial-up account I've kept active (although not used for a while as at my previous address I was using another family members broadband service) and upgrade it to a Plusnet Extra Broadband package.
Given that my phone line wasn't connected until yesterday I didn't have confirmation of the phone number so couldn't sign up until yesterday. As it turns out my dial-up account was billed 1-2 days before the phone connection, so when I completed the account upgrade forms online (well I say completed they kept erroring on the last step), I was informed that I'd have to wait until the 24th of September to get Broadband.
I have raised this issue in support tickets (and the error that was received), but have just had the same answer back that the month delay due to billing periods is "the way the system works".
Personally I don't care if I've already put out £5 this month for the dialup, I just want the Broadband service asap. I also find it hard to believe that there's no way you can expedite the upgrade on the account.
I have also been informed that the request has gone through despite the error messages, however I have received no actual confirmation of this, nor is there any indication when checking my account online that it has.
Given that my phone line wasn't connected until yesterday I didn't have confirmation of the phone number so couldn't sign up until yesterday. As it turns out my dial-up account was billed 1-2 days before the phone connection, so when I completed the account upgrade forms online (well I say completed they kept erroring on the last step), I was informed that I'd have to wait until the 24th of September to get Broadband.
I have raised this issue in support tickets (and the error that was received), but have just had the same answer back that the month delay due to billing periods is "the way the system works".
Personally I don't care if I've already put out £5 this month for the dialup, I just want the Broadband service asap. I also find it hard to believe that there's no way you can expedite the upgrade on the account.
I have also been informed that the request has gone through despite the error messages, however I have received no actual confirmation of this, nor is there any indication when checking my account online that it has.
Message 1 of 8
(1,835 Views)
7 REPLIES 7
Not applicable
Re: Upgrading from Dial up to Broadband - Why the delay?
26-08-2010 4:18 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Why not refer yourself and sign up on a fresh account? Might move a bit quicker but don't know about the referral money - perhaps it is not allowed?
Message 2 of 8
(543 Views)
Re: Upgrading from Dial up to Broadband - Why the delay?
26-08-2010 4:21 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The only reason was I wanted to keep the account, as I've had it since 1999 and still occasionally get e-mails (albeit not that many) to the associated addresses. To be honest if it doesn't get sorted in the next couple of days, I will probably just sign up for a new account, either here or elsewhere.
Message 3 of 8
(543 Views)
Re: Upgrading from Dial up to Broadband - Why the delay?
26-08-2010 4:56 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Message 4 of 8
(543 Views)
Re: Upgrading from Dial up to Broadband - Why the delay?
26-08-2010 5:14 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I've just replied to the ticket you sent back. I'm sorry to say that you were misadvised, this will be fed back to the agent in question who replied to you.
I've actioned an upgrade which means we create a temporary ADSL account which will be activated and changed to Extra once your order has completed.
I've actioned an upgrade which means we create a temporary ADSL account which will be activated and changed to Extra once your order has completed.
Message 5 of 8
(543 Views)
Re: Upgrading from Dial up to Broadband - Why the delay?
26-08-2010 5:24 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks very much, Adam.
Message 6 of 8
(543 Views)
Re: Upgrading from Dial up to Broadband - Why the delay?
27-08-2010 2:59 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I checked the order status this morning which stated that there was a problem at the "Checking Your Details" stage:
I queried this on the ticket that had previously been raised and have just received the following response:
I'll admit I'm at a loss for words, not only does this not answer my question about the problem on the order tracker (which is still showing up), but is again stating that the upgrade will not take place until the 23rd of September, opposed to the 7 days you quoted yesterday.
Quote We've found a problem with your account. Please note the following details:
An internal error has occurred that we are currently trying to fix
Please contact us for more details and we will be able to sort it out and progress your order.
I queried this on the ticket that had previously been raised and have just received the following response:
Quote Thank you for getting back to us. I have checked the status of the upgrade and this is due to happen on your next billing date
I'll admit I'm at a loss for words, not only does this not answer my question about the problem on the order tracker (which is still showing up), but is again stating that the upgrade will not take place until the 23rd of September, opposed to the 7 days you quoted yesterday.
Message 7 of 8
(543 Views)
Re: Upgrading from Dial up to Broadband - Why the delay?
09-09-2010 12:01 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Sorry about the delay in getting back to you, I've done an instant account change, applied 100% discount to your next bill and fixed your fault, you'll be back online tomorrow.
I'm sorry that it took this long
I'm sorry that it took this long
Message 8 of 8
(543 Views)
Topic Options
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Account/Billing
- :
- Upgrading from Dial up to Broadband - Why the dela...