We are now preparing your account.. For 24hrs+ ?
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We are now preparing your account.. For 24hrs+ ?
27-03-2013 7:35 PM
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Ordered Fibre yesterday on a phoneline that has no broadband associated with it (have bb on other line which will be cancelled once up and running with Plusnet). All debit details and initial payment taken and a new @username.plus.com email setup, as the form upon signup wouldn't let me use my @gmail address.
Now the question is that in my members center I've had the following message since I had access to it
Quote Thank you for your order. We are now preparing your account. We will send you an email confirmation once your account is ready to use.
The @.plus.com email is already working (outbound and inbound) so there is an 'account' of sorts..
I'm a patient fellow (usually ) but just slightly concerned what with Good Friday / Bank Holiday Monday coming up, and a install date for Wed 03 April (fingers crossed)
Re: We are now preparing your account.. For 24hrs+ ?
28-03-2013 2:00 PM
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I've just given one of our Provisioning Agents a nudge to take a look at things for you
Re: We are now preparing your account.. For 24hrs+ ?
28-03-2013 2:26 PM
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I've also raised a ticket as I found the 'order status' page (not very obvious to find) and it says that there is a problem on the line. I'd hope that this is nothing major as there should be no 'tags' on this line and it's been installed in this house ever since we moved in some 25+ yrs ago.
Re: We are now preparing your account.. For 24hrs+ ?
28-03-2013 2:28 PM
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We'll get it sorted out for you
Re: We are now preparing your account.. For 24hrs+ ?
28-03-2013 2:38 PM
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Re: We are now preparing your account.. For 24hrs+ ?
28-03-2013 3:08 PM
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Re: We are now preparing your account.. For 24hrs+ ?
28-03-2013 3:46 PM
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Re: We are now preparing your account.. For 24hrs+ ?
05-04-2013 12:47 PM
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It is regarding the engineer appointment on the 8th April and what time he or she is booked for. (couldn't answer in ticket on Monday as the order wasn't committed with your suppliers)
Re: We are now preparing your account.. For 24hrs+ ?
05-04-2013 3:36 PM
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Your order isn't yet showing as confirmed, I'll get this chased up and we'll update your ticket ASAP.
Re: We are now preparing your account.. For 24hrs+ ?
05-04-2013 5:44 PM
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Re: We are now preparing your account.. For 24hrs+ ?
07-04-2013 2:52 PM
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Coming up to two weeks since the initial order, so had hoped that even with Easter being in the way that things would be ready now.
The Ticket has been kicked to the BOT - FTTC Appointments again with the next action being at 07:00 08/04, so would be nice if this could be looked at without waiting for another 5 or so days (as per the last one, as I believe manually adding details drops it back to the bottom of the queue)
Thanks for any help or assistance in this matter.
Re: We are now preparing your account.. For 24hrs+ ?
07-04-2013 6:26 PM
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Just to set the ball straight and to give you accurate information.
I've just checked the order for you, on the 3rd April we received a "Delay" notification on the order advising there is an "exception" (no idea what this is.. unfortunately) on the line, which is causing delay with a review date of 9th April.
The engineer appointment hasn't been assigned or confirmed, so sadly, no engineer will be attending tomorrow
I apologise for the delays in getting this sorted, I can see the length of time you've been waiting for this here's to hoping we get some good news on the 9th.
Regards,
Matt
Re: We are now preparing your account.. For 24hrs+ ?
07-04-2013 7:43 PM
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It's a shame this wasn't explained properly via the ticket system or even a good old fashioned telephone call made. The "Members Center" confuses the issue by saying
that implies that there are no problems.
Quote We'll arrange for your fibre broadband service to be installed. This will happen on 08/04/2013
As the engineer hasn't been assigned / confirmed, why did the 'System' send a text message to say that the service would be live on the 9th ? Perhaps the systems / procedures in place might want looking at to make sure that other customers aren't given false hope over their broadband orders.
Fingers crossed that the issue(s) that BTWholesale are having will be solved on the 9th, as I see no reason why it's held up apart from a lack of capacity at the cabinet as it's a phone line with no ISP tags involved and always been in good standing with BT Retail.
Hopefully the information can flow a bit more freely in the future..
Re: We are now preparing your account.. For 24hrs+ ?
08-04-2013 12:34 PM
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Question [ 67563427 ] has now been returned to the BOT - FTTC Appointments pool, so that ticket is now in the 'system' again.
Also received the following emails "Plusnet Broadband - Order Update" which has an attached .pdf on how to set things up / use plusnet and also says that a BT engineer will be visiting to set up the BT fibre, and also an email about the "Plusnet Protect" software.
It seems then that the Automated systems aren't aware that I'm not being installed today, and I hope that billing will not start until I'm actually live. This is starting to turn into a bit of a nightmare to be honest, something that I hoped to avoid by choosing Plusnet rather than going through BTRetail as I've had bad experience with off shore call centers not understanding the most basic of fault reporting.
Would appreciate some sort of communication asap regarding the billing with the Automated systems still thinking I'm live today and also asap once BTWholesale are contacted tommorow.
Many thanks.
Re: We are now preparing your account.. For 24hrs+ ?
08-04-2013 1:30 PM
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I'm sorry to say that the account has activated. You shouldn't be charged for anything as you've already paid the first month's subscriptions however we'll of course make sure you're refunded for the time the service hasn't been available - this will be done as soon as the service goes active.
Really sorry about this.
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