Fibre order failed twice
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- Re: Fibre order failed twice
Fibre order failed twice
14-12-2016 8:36 PM
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Re: Fibre order failed twice
15-12-2016 12:14 PM
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Unfortunately when we're placing the orders they are being rejected due to a system issue with our suppliers. A bridge case is basically the request for this issue to be fixed.
I can see one of my colleagues in the provisioning department is due to be looking at this shortly.
Re: Fibre order failed twice
19-12-2016 11:11 AM
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Re: Fibre order failed twice
20-12-2016 11:01 AM
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Just a heads up that your order is actually still progressing fine, and we are now actually past the stage which were causing your orders to fail. This is something I said in a different thread, but applies to you too:
When placing an order, there's several systems that interact with each other and the actions of one can affect the behaviour of another. When the records are incorrect on one (or more) of these systems, a "bridge case" is raised to get the records corrected. So in Layman's terms I suppose we could say it's a clerical issue stopping us from getting you online.
Of course, this is frustrating for us as well as you, but we're hoping that there shouldn't be any further issues with your provision.
Matty
Re: Fibre order failed twice
20-12-2016 4:22 PM
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Just to let you know Fazerjay that you are not alone. I am rapidly losing confidence that my situation will be sorted. I'm really regretting switching providers.
Re: Fibre order failed twice
20-12-2016 7:18 PM
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Dear Mr Jones,
I have found that our orders are failing as there is already a cease order on the line at your property from the current provider. There can only be one order active on a line at any time and the current provider's orders take precedence.
Unfortunately, this means we have to wait until the orders completes on 03/01/2017 before we can place our order.
WHAT!... the reason my current provider Talk talk is cancelling my line is because YOU TOLD THEM I WAS SWITCHING... I'm running out of patience...
Can someone give me sensible reply. This is a farce now...
Re: Fibre order failed twice
20-12-2016 7:54 PM
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Re: Fibre order failed twice
20-12-2016 9:31 PM
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@Fazerjay wrote:
Unfortunately, this means we have to wait until the orders completes on 03/01/2017 before we can place our order.
WHAT!... the reason my current provider Talk talk is cancelling my line is because YOU TOLD THEM I WAS SWITCHING... I'm running out of patience...
No, Talk Talk did not need to do anything, the new provider should do everything, so if it was not you that told TT to cancel the line, then someone in TT is messing you about by placing a cease. Its not the first time I have seen this issue on here, but is one of the reasons why I would never use them as a supplier.
Re: Fibre order failed twice
03-01-2017 9:27 AM
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update.... Still no fibre broadband, over a month since I paid for it.... Just a succession of reasons for failed orders... Open questions, hold questions, bridge case, blah blah.... Is this normal ?...
Re: Fibre order failed twice
03-01-2017 3:36 PM
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Hi @Fazerjay
Thank you for your patience regarding this order.
I have checked your account and your orders and I can see that these have now completed and you can start to use and enjoy your services. If you have any issues or need any assistance then please get in touch and we'll be more than happy to help.
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