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December 8th Activation

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Grafter
Posts: 28
Thanks: 3
Registered: ‎06-12-2017

Re: December 8th Activation

Seems the whole thing has descended into a complete and utter FARCE.

 

I’ll call BT again and tell them Plusnet are calling them liars, that should go down well. I did read stuff about people getting passed from one company to another. Now it seems it is happening to me.

 

 

What a mess.

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Grafter
Posts: 28
Thanks: 3
Registered: ‎06-12-2017

Re: December 8th Activation

  • Well you did place an order for Broadband on my BT basic landline and ran it for almost 3 weeks on that line, until you took the phone line on the 28th (according to BT that is) so what you are saying isn’t making much sense.

this needs escalated by someone higher than me because I’m being told two different thing by BT and Plusnet and I don’t have this amount of time to sit on the phone everyday to keep getting hung up on. Obviously there is a problem and I would suggest it needs sorted out. 

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Aspiring Hero
Posts: 2,518
Thanks: 940
Fixes: 50
Registered: ‎02-03-2016

Re: December 8th Activation

@DCI What did you order from Plusnet? If it was one of the deals that include line rental in the total cost Plusnet would take over the line. For broadband to work with BT Basic you would need to have picked one of the broadband only options.
Ex-Plusnetter now living life in the G,fast lane!
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Plusnet Help Team
Plusnet Help Team
Posts: 17,520
Thanks: 5,448
Fixes: 921
Registered: ‎21-04-2017

Re: December 8th Activation

I’ll call BT again and tell them Plusnet are calling them liars, that should go down well. I did read stuff about people getting passed from one company to another. Now it seems it is happening to me.

I'm sorry for your experience, however I am simply stating facts.

 

Well you did place an order for Broadband on my BT basic landline and ran it for almost 3 weeks on that line, until you took the phone line on the 28th (according to BT that is) so what you are saying isn’t making much sense.

I have contacted Openreach and they have confirmed to me that the phone transfer order was cancelled on the 7th in all of their systems and applications.

 

this needs escalated by someone higher than me because I’m being told two different thing by BT and Plusnet and I don’t have this amount of time to sit on the phone everyday to keep getting hung up on. Obviously there is a problem and I would suggest it needs sorted out. 

I'll be happy to send you a screenshot of our supplier systems showing the cancellation.

Let me know if this will help.

 

@DCI What did you order from Plusnet? If it was one of the deals that include line rental in the total cost Plusnet would take over the line. For broadband to work with BT Basic you would need to have picked one of the broadband only options.

It was broadband only but we placed a phone order by mistake, which I noticed and cancelled before the order completed.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Grafter
Posts: 28
Thanks: 3
Registered: ‎06-12-2017

Re: December 8th Activation

I initially placed an online order for broadband only which would take 2 weeks to migrate from BT. When I heard nothing from Plusnet by the 6th December (2 days before activation on the 8th), I called Plusnet.

 

Plusnet told me the order hadn’t gone through and that she would place it again but it would take another 2 weeks. 

 

The day after I spoke to the lady from Plusnet, I think it was Gandalf who wrote to me saying:

Thanks for contacting us via our community forums

I'm sorry to hear your order wasn't put through to our suppliers when you signed up.

Whilst I can see the adviser you spoke to yesterday has placed your order, they've unfortunately placed a phone and broadband order when you signed up as a broadband only customer.

I've cancelled the orders they've placed and when that's done I'll make sure we just transfer your broadband service to us. I'm very sorry for any inconvenience caused.

 

 

So anyway the next day 8th December arrives and my broadband from Plusnet is active after all. Somewhere amongst all of this BT send me a letter saying “sorry you are leaving blah blah blah, contact us by a certain date if you don’t want your services cancelled” so I call them up just to make sure they aren’t going to cut my phone line or migrate it and they tell me they won’t.

 

fast forward 3 weeks and I get a bill from BT for the next 3 months service (15th dec-15 March) for bt basic and broadband. I phone bt and speak with several departments, the last one of which hangs up on me. I suspect as they don’t know what to do.

 

i call BT today 28th dec again to query my bill  and they tell me I don’t have and services with them. They tell me Plusnet took the landline TODAY. When I quiz them, they say that Plusnet was supposed to confirm to BT that they were not taking the landline. I tell BT that Plusnet told them not to take the landline, I told BT I also phoned them to tell them not to take it and they tell me Plusnet did not confirm to them not to take it. She then places me on hold for 5 minutes and then transfers me to BT basic team so I can move the phone line back to BT basic who them put me on hold and after a while disconnect me. 

 

I dont have hours hours all day everyday to sit on the phone to BT or to sit on these forums to come up against a brick wall. I’m sorry if that sounds abrupt but I’m at the end of my teather now, it is extremely frustrating.

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Plusnet Help Team
Plusnet Help Team
Posts: 17,520
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Registered: ‎21-04-2017

Re: December 8th Activation

Let me know if you think a screenshot will help/something you can forward to your phone provider as evidence.

I'll then put it onto a ticket for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Grafter
Posts: 28
Thanks: 3
Registered: ‎06-12-2017

Re: December 8th Activation

Any ideas how I have a phone line without BT or Plusnet providing it?

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Plusnet Help Team
Plusnet Help Team
Posts: 17,520
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Registered: ‎21-04-2017

Re: December 8th Activation

Doing a query line availability check for your address in our telephone ordering systems isn't showing your full telephone number which indicates that we are not providing the number and therefore the phone service.

 

Sadly, it looks like this is ultimately down to your phone provider to investigate their side.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Grafter
Posts: 28
Thanks: 3
Registered: ‎06-12-2017

Re: December 8th Activation

Thank you for your investigations and reply Gandalf, they are appreciated.

 

This is now with a specialist team in BT. I am awaiting contact from them. I will update when I hear more news.

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Plusnet Help Team
Plusnet Help Team
Posts: 17,520
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Registered: ‎21-04-2017

Re: December 8th Activation

No problems.

Keep us posted.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Grafter
Posts: 28
Thanks: 3
Registered: ‎06-12-2017

Re: December 8th Activation

So... It turns out this is a fault with BT. Nothing is sorted yet and I don’t know much more than that. BT assure me they are working hard to fix this. Turns out it is quite a mess. Will update with further info when I get it, if anyone is interested.

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Plusnet Help Team
Plusnet Help Team
Posts: 17,520
Thanks: 5,448
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Registered: ‎21-04-2017

Re: December 8th Activation

Cheers for the update. I'm glad to hear they've identified an issue.

Keep us posted.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team