HELP!!! Day 50, no connection from talktalk transfer
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HELP!!! Day 50, no connection from talktalk transfer
11-11-2020 2:12 PM
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The order was placed on September 22nd for transfer on October 7th. Nothing
I called to update order date & PN cancelled order internally
Called again after TT cut off phone & broadband- start process again
Call a week later - no order on system. Offered to pay for mobile broadband costs and £50+ of mobile charges while on hold for 2 hours over 3 calls, as no landline to call for free.
Check account to see ETA and my message on order to call me cancelled order apparently
Call again and reorder by PN
Order update says no fibre connection at exchange available
Walk to nearest non vandalised payphone a mile away to spend an hour on the phone accepting a DSL max 3Mb line with 0.8Mag guaranteed just to get order rolling, with upgrade at a later date
No feedback or calls, only that order has been changed by supplier and we might need a new socket.
We have a new docket from BT, PN have already sent a router and no sign of a Openreach engineer anytime soon
Address & Postcode checker show all fibre, broadband options available
Day 50, no internet, kids off half term last week with no Netflix, nowtv, amazon prime that I still pay for but cannot use
PN are supposed to be the best at customer service - not right now!!
Any advice welcome
I do not want to call in case it cancels the order again
OFCOM awaits, but cannot complain until service is installed
Re: HELP!!! Day 50, no connection from talktalk transfer
11-11-2020 5:10 PM
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Thanks for your post @PaulandClare
I'm really sorry to see your transfer's gone horribly wrong.
Having reviewed this I can see the initial order we placed to transfer your service got stuck in the supplier systems due to the port of your landline telephone number not being confirmed, which meant that your services stopped on the initial date of 07/10/20 we advised your previous provider and your services did not activate with us.
We then replaced the order to reprovide the services but at that point fibre wasn't showing as available so the order failed. Upon replacing the order again to provide standard broadband, we chose to retain your landline telephone number however as that's no longer active and is in a quarantine period, the order failed to progress.
I've now replaced the order to provide standard broadband and a new telephone number. As soon as we've got a confirmed activation date which should be within the next 24 hours I'll try my best to get that brought forward to asap.
With regards to your landline number, when a number exists on a different network other than BT's and then is ceased the number goes back to whoever's network it was first made on and released into a pool of available numbers.
Currently your number's not yet released however I've escalated this with our suppliers number porting team, as this process isn't immediate, to avoid further delay I've decided to place the order with a new number and then renumber your line after once the order completes and you're back up and running.
Regarding fibre, from what I can see your property is connected onto a fibre enabled cabinet (the green box in the road) but there aren't any spare ports but once capacity's available again we'll be able to upgrade your service.
I'm taking this on personally moving forward and I'll follow things up with you tomorrow at the latest. I've moved this ticket to my workflow so you can contact me through this ticket here: https://www.plus.net/wizard/?p=view_question&id=207511717 and I'll make sure I get back to you as soon as I can.
Once everything's sorted I'll be happy to discuss a goodwill gesture/compensation as part of a complaint resolution for the delay and inconvenience you've been caused. Really sorry again for the experience you've had.
Re: HELP!!! Day 50, no connection from talktalk transfer
12-11-2020 11:21 AM
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Re: HELP!!! Day 50, no connection from talktalk transfer
12-11-2020 12:53 PM
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Thanks for getting back to me @PaulandClare
The message you've received this morning was just automated. Due to the way that the supplier ordering process works when requesting an expedite, we'd need to first wait for an order to be confirmed in the supplier systems before our suppliers can put through a fast-track request for a sooner date.
I'm happy to confirm that the engineer visit's been brought forward to 17/11/20 between 8am and 1pm. Ideally I'd have loved an even sooner slot but I'm afraid that expedites are still ultimately subject to engineer availability.
I understand what you've said about the automatic compensation but as we've not signed up to this we can't base compensation on this however I'll be happy to make sure we offer something fair and proportionate given the mistakes we've made and the long delays we've caused.
At this stage I feel that the priority is to get you up and running first. Unfortunately we can't send out a Mi-Fi router as a temporary measure, if we could I'd have happily arranged this.
I'll check back on the 17/11/20 in the hope that's the day your broadband with us is finally working.
Re: HELP!!! Day 50, no connection from talktalk transfer
17-11-2020 1:20 PM
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I took the morning off work for the Openreach engineer. Received a confirmation text yesterday for 8am - 1pm. That time has now passed.
I hold no confidence in the engineer contacting me to update, and I have even less faith that Plusnet will follow up.
Please can you find an answer ASAP
Day 56 since order processed
Day 41 since transfer date
Day 25 no home phone or internet
Living on 2G/3G mobile data
Re: HELP!!! Day 50, no connection from talktalk transfer
17-11-2020 1:24 PM
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Thanks for getting back to me @PaulandClare
I've been keeping an eye on this all morning, I'm sorry to see the engineer's not arrived yet.
Please leave this with me to chase up with our suppliers and I'll update your ticket shortly.
Re: HELP!!! Day 50, no connection from talktalk transfer
17-11-2020 1:28 PM
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Let them know we be here
Thanks 👍
Re: HELP!!! Day 50, no connection from talktalk transfer
17-11-2020 2:24 PM
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I've spoken with our suppliers helpdesk and the engineer's running late. They should arrive within half an hour.
Re: HELP!!! Day 50, no connection from talktalk transfer
17-11-2020 2:27 PM
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Don’t tell them -will leave a note
Re: HELP!!! Day 50, no connection from talktalk transfer
17-11-2020 2:37 PM
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Re: HELP!!! Day 50, no connection from talktalk transfer
17-11-2020 3:44 PM
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This is shocking - I hope Openreach have to pay a penalty for wasting my day.
Re: HELP!!! Day 50, no connection from talktalk transfer
17-11-2020 3:46 PM
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Re: HELP!!! Day 50, no connection from talktalk transfer
17-11-2020 3:49 PM
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Thanks for getting back to me @PaulandClare
I'm sorry to see the engineer hasn't arrived. Please bare with me while I chase this up.
Also we don't base a resolution on the fix of a post. Your ticket 207511717 is still open and logged as a complaint. Even after a topic on here is marked as fixed it'll still stay open to posts for around a year before auto-locking.
Re: HELP!!! Day 50, no connection from talktalk transfer
17-11-2020 4:21 PM
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Having discussed this with our suppliers again upon further investigation the system hasn't allocated the job to an engineer.
From what we can see this is due to engineer availability. Our suppliers helpdesk have re-booked the engineer visit for 19/11/20 between 1pm and 6pm which is the earliest slot showing as an expedite request in their systems.
I understand this is another delay and I'm really sorry that an engineer wasn't able to attend today. I'll as previously monitor your order and I'll check back on 19/11/20. If you've got any further concerns, please respond to this ticket Here as it'll come straight back to me and I'll get back to you as soon as I can.
Re: HELP!!! Day 50, no connection from talktalk transfer
17-11-2020 4:28 PM
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Why didn’t Openreach contact me. I can’t call them direct & now this is just another excuse that should never have happened as PN failed to handover with TalkTalk
This will take us up to a month with no internet or phone line, when we are supposed to be working from home
unbelievable!!!!
Thursday 1-6pm awaits
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