"Problem with your phone line"
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"Problem with your phone line"
10-02-2014 11:05 AM
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"There's been a problem progressing your broadband order.
We'll get some more information on the problem and update this ticket with details as soon as we have them.
[internal note]
Order has been cancelled. Please check Install Diary and resubmit order once issue is resolved."
I wasn't contacted about this problem and had to do some digging around to find out what the problem was, my order has been cancelled yet my payment has already been taken, what is going on? Some contact would be nice! Plusnet were happy enough to take my money but not inform me that there was a problem with my order!
Re: "Problem with your phone line"
10-02-2014 11:21 AM
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I've just taken a look at this issue and it looks like the MAC Code you got from your previous supplier is out of date.
You will need to speak to your current supplier and ask them to provide you with a new MAC Code so we can place the order for you.
Re: "Problem with your phone line"
10-02-2014 11:30 AM
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Re: "Problem with your phone line"
10-02-2014 11:33 AM
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Best thing would be to give them a quick call and see if you can get a MAC Code ASAP so we can get an order placed for you.
Re: "Problem with your phone line"
10-02-2014 11:52 AM
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EDIT
In regards to the chance of the MAC not going through processing as my order was made on a Friday - Plusnet processed my bank details and took the payment straight away, there should be no reason as to why the MAC was not processed at a similar rate, while it was still in date.
Re: "Problem with your phone line"
10-02-2014 12:11 PM
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Re: "Problem with your phone line"
10-02-2014 12:29 PM
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Re: "Problem with your phone line"
10-02-2014 12:34 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: "Problem with your phone line"
10-02-2014 12:48 PM
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As it stands at the moment, there's not been a cease on the line that I can see as it's still requiring me to input a MAC Code I'm afraid.
Re: "Problem with your phone line"
26-02-2014 1:01 PM
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This is getting to be a bit of a joke now as I already have a phone line in place and as far as I'm aware I do not require a new one. The fact that an engineer has been booked in for April makes this all the more ridiculous. Am I expected to be left waiting for 2 months (after original payment was taken I should note) for any progress on my service? At this rate I'll be paying for 2 months of service plus the setup fees for absolutely no service. I thought that in regards to my MAC not being valid anymore my order would be put on hold for now - I'm already not happy about the payment being taken before anything has even been setup!
Re: "Problem with your phone line"
27-02-2014 4:04 PM
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I'm sorry for any confusion caused by this.
I've had a look into this for you and can confirm that when you signed up we required a MAC Code, however, since then it seems the line has been ceased which means the old tenants won't be able to get a new MAC Code. This is why you've been informed by my colleague that we're installing a new phone line for you instead as our systems indicate to us that there are no working lines at your property and no stopped lines either. My colleague thought that instead of waiting to hear back from you regarding the MAC Code he went ahead and stopped further delays and placed your order for you.
The date that you've been given for the installation of the new line will be the earliest available in your area so we wouldn't be able to bring this forward I'm afraid.
Please note that during this time you will not be charged by us as your initial payment covers you for your first months service with us but this only begins once service is provided to you.
I can appreciate the situation you're in, however, this isn't something we could've predicted would happen. As the line that was previously there did not belong to us there was very little we could do.
If you are still able to get a dial tone then please let me know because this would indicate that the phone line that you have access to is actually reflecting on our systems under a different address and we would therefore need further investigation to find this line.
Re: "Problem with your phone line"
27-02-2014 4:26 PM
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It's a bit of a complicated situation and if I'm honest I have no idea how it works in regards to the phone line. Our address is basically an extension of a house but we are a separate private residence with our own phone line - installed when the internet was first connected a few years ago.
I've just checked and we still have a dial tone and have had a working phone line for quite a while. Unfortunately our address rarely shows up on any database and is often under a different name. I suspect you have the details for the main house.
Re: "Problem with your phone line"
27-02-2014 4:41 PM
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Re: "Problem with your phone line"
27-02-2014 4:51 PM
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We do still have the number you provided us with when you signed up. Is this still the correct number on the line that you have access to? Can you make and receive calls on this line still?
Re: "Problem with your phone line"
27-02-2014 5:38 PM
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