Wishing to leave +net..
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Re: Wishing to leave +net..
02-02-2011 10:48 AM
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Or do you still make them wait the full 5 days out of spite?
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Wishing to leave +net..
02-02-2011 11:09 AM
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Quote We use the 5 day period as a means of ensuring we get to talk to our customers who are asking to cancel. As I've mentioned in another post already today we can't stop you from leaving if your mind is made up but we are interested to find out why you want to leave and if there is anything at all we can do to change your mind.
So why not accept a MAC request via the ticket system and then you call the customer to discuss it before issuing the MAC, rather than force them to call you.
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.
Re: Wishing to leave +net..
02-02-2011 1:22 PM
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Quote So why not accept a MAC request via the ticket system
Accepting cancellations via letter or phone only was the business decision we went ahead with. We can't change anything immediately I'm afraid but all of your concerns about this have been (as this topic has arisen before) and will be flagged.
Re: Wishing to leave +net..
02-02-2011 1:37 PM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Wishing to leave +net..
02-02-2011 1:42 PM
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Re: Wishing to leave +net..
02-02-2011 6:57 PM
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Quote from: _Adam_Walker_ Hi Chris,
We use the 5 day period as a means of ensuring we get to talk to our customers who are asking to cancel. As I've mentioned in another post already today we can't stop you from leaving if your mind is made up but we are interested to find out why you want to leave and if there is anything at all we can do to change your mind. I'm sorry I can't push through the MAC key any quicker but you will get it within the 5 day lead time.
Adam
Well sorry, but that's not really my experience.
Phoned and asked for a MAC on Friday 28th . Waited nearly 15 minutes in a call queue. Asked why i was leaving, told PN I can now get upto 20Mb unlimited Sky broadband for only £12.50 a month compared to upto 8mb BT Wholesale PN Pro for £19.99. No brainer!! Plus it also means I get Sky Anytime+ on my Sky HD boxes.
Agent wasn't convinced I needed a MAC for Sky (you do for broadband only, just not if you transfer line rental to Sky too)
Agent said a MAC would be issued and a ticket stating this was generated arrived a few minutes later
No MAC received by today (Feb 2nd) so called again and MAC was generated there and then and given to me over the phone. Ticket + email then also received with MAC Key.
2 minutes later MAC given to and accepted by Sky.
Edit to add - it's worth checking the Sky website checker for Sky LLU availability as Samknows is no longer up to date and Sky are continuing to roll out LLU. Even the info PN had said Sky LLU was not available in my exchange.
Re: Wishing to leave +net..
02-02-2011 7:57 PM
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Thank you mitchell20, I've checked with Sky about the LLU, and they say my exchange has been enabled, which is confirmed by the local exchange check and the letter from Sky that dropped through my letter box saying that Sky Broadband Unlimited was now available. As I've said right from the start, I just want to go and I would really like to recommend +net as well, however after all of this I'm not sure if they are really 100% commited to their customers..
Thanks,
Chris
Re: Wishing to leave +net..
04-02-2011 8:49 AM
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Chris
Re: Wishing to leave +net..
04-02-2011 2:21 PM
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Re: Wishing to leave +net..
04-02-2011 2:51 PM
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Chris
Re: Wishing to leave +net..
06-02-2011 1:41 PM
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Re: Wishing to leave +net..
06-02-2011 2:37 PM
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You can't complete a migration in 3 days ( see Plusnet's own FAQ)
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Wishing to leave +net..
07-02-2011 10:43 AM
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Quote You can't complete a migration in 3 days
You can if its like to like i.e IPstream to IPstream or 21CN WBC to 21CN WBC, its not in the FAQ as it needs manual intervention to try and push orders through with very short lead times like this.
Re: Wishing to leave +net..
22-03-2011 5:01 PM
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Chris
Re: Wishing to leave +net..
24-03-2011 9:48 AM
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Chris
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