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Complaint - Moving woes

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Patni
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Registered: ‎07-10-2021

Complaint - Moving woes

Hello,

 

We thought we would be moving into another house so had booked a move 3 weeks ago. Everything went smoothly and the move was scheduled for 7 October (today). I got email notifications about the move as well. About 4 days ago, we found out that move had fallen through so I immediately called up customer service asking for hte move to be stopped. I was assured by the CSR that it would be.

 

Roll over  today, I find my broadband is cut off. On contacting house moves, the lady said that the move is now in progress and not much can be done until it completes as that is the process.  However it will take 5 days to get broadband restored to my original property.

 

I should have double confirmed that the move is cancelled, so that's on me especially since I did not get notified by email. I also sympathize with your processes.

Is there any way at all that service can be restored sooner? 5 days is a lot considering a visit is not required.

 

Any help would be greatly appreciated

15 REPLIES 15
Strat
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Re: Complaint - Moving woes

Moderators Note
This topic has been moved from ADSL Broadband to My Order.
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Gandalf
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Re: Complaint - Moving woes

Thanks for your post @Patni and welcome to our Community Forums.

I'm really sorry to see what's happened. We may be able to get you online sooner depending on what work's done on our suppliers side to cease the line. As the order's still in progress we'll need to wait until that's completed before we can place an order to restart your services. I'll keep an eye on this for you throughout the day.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role within Plusnet.
 Anoush Mortazavi
 Plusnet
Patni
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Re: Complaint - Moving woes

Thanks for all the help...

 

Small question: do lines  get activated on Saturdays?

Gandalf
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Re: Complaint - Moving woes

No problem @Patni

Sometimes, it'd depend on what work's needed. 

Your phone line should go live tomorrow and I'll check back afterwards Smiley

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role within Plusnet.
 Anoush Mortazavi
 Plusnet
Patni
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Re: Complaint - Moving woes

@Gandalf 

 

Many thanks. As an FYI, my phone line has a dial tone.

Gandalf
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Re: Complaint - Moving woes

Thanks for the update @Patni

I'm glad to see your phone's working again now.

I've replaced your fibre order and with any luck you should be able to reconnect to the internet in a few hours once the order's confirmed in the supplier systems, so I'd recommend leaving your router plugged in and switched on.

I'll keep an eye on it throughout the day though.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role within Plusnet.
 Anoush Mortazavi
 Plusnet
Patni
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Re: Complaint - Moving woes

Thanks for all the help.

 

I suspect the phone line never lost service though. But thanks for everything again.

Gandalf
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Re: Complaint - Moving woes

No problem at all @Patni

It'd have been what's known as a "stopped line" that's assigned a new number with likely a dial tone still, but you wouldn't have been able to make or receive calls until it was remotely reactivated. This basically allows us to quickly and easily reactivate a line we've recently stopped. Got your original number back in the process too. Smiley

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role within Plusnet.
 Anoush Mortazavi
 Plusnet
Gandalf
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Re: Complaint - Moving woes

@Patni

Fibre order's confirmed in the supplier systems for the 13th October. Records though show the line's "left in jumpers" which means the actual hardware should be in place still, and with the order confirmed, all the relevant system configuration work on our suppliers end should in theory be done.

Could you try to get online and let me know how it goes? Smiley

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role within Plusnet.
 Anoush Mortazavi
 Plusnet
Patni
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Re: Complaint - Moving woes

No joy yet, tried restarting everything, but no luck. The Openreach modem light for DSL is still off.

 

Lets give it some time...

Gandalf
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Re: Complaint - Moving woes

Ah that's disappointing. Agreed, let me know how it goes

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role within Plusnet.
 Anoush Mortazavi
 Plusnet
Patni
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Re: Complaint - Moving woes

 

No joy yet.

Gandalf
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Re: Complaint - Moving woes

Fix

Ah I'd keep an eye on it and fingers crossed it comes back on soon but at the latest this should be on the 13th.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role within Plusnet.
 Anoush Mortazavi
 Plusnet
Patni
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Re: Complaint - Moving woes

Many thanks for all the help.

The connection got restored last evening and seems stable as well so far. I think this was quite quick to restore given the circumstances.

Thankd again