Help!!!!!!!!
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Help!!!!!!!!
10-07-2020 1:22 PM
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Re: Help!!!!!!!!
10-07-2020 4:52 PM
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May be a long wait, but they're paying.
Re: Help!!!!!!!!
10-07-2020 11:19 PM
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Re: Help!!!!!!!!
11-07-2020 10:54 AM
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Hello,
A warm welcome to the forums.
"My old provider line is down and been without Internet connection for a week."
Did you tell your old supplier you were leaving? If "yes" then that is why you have no internet.
When you change suppliers, you do not need to (should not) tell your old supplier you are leaving. If you do, they will place a service cease order on the line, after which NO SUPPLIER can place a line take over order until that cease order completes.
Where this has happened, a new supplier can only raise an order on the line AFTER the previous supplier has terminated their 'ownership' of the line and restoration can take 5-14 days. Telling your old supplier you are leaving can also risk you losing your phone number.
There are other reasons of why a switch might be delayed, but in such circumstances, your existing service should continue uninterrupted until the migration completes.
@MatthewWheeler - can you apply some TLC on this please?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
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Re: Help!!!!!!!!
11-07-2020 11:06 AM
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Re: Help!!!!!!!!
11-07-2020 11:17 AM
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If you did not advise your existing supplier you were leaving then something is very odd here - I cannot understand how the old service was terminated in the face of order failure. It ought not to be possible to leave you without service on a clean migration order.
There are two very good members of staff lurking on the forums today - hopefully one of them will catch this and work some magic for you. @Gandalf ?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Help!!!!!!!!
12-07-2020 8:27 AM - edited 12-07-2020 8:27 AM
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Thanks for getting in touch @juneashford
I'm really sorry to see you're left without a service while switching to us. From what I can see it looks like all the engineering work's completed apart from the import of your telephone number which is holding the activation of our services back. I've raised this to our suppliers to investigate further and I'll provide an update as soon as I know more.
Re: Help!!!!!!!!
12-07-2020 11:26 AM
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Re: Help!!!!!!!!
12-07-2020 12:54 PM
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Thanks for your time on the phone @juneashford I'm firstly sorry for your loss.
As discussed I plan to chase this up with our suppliers first thing tomorrow morning and I'll call you back straight away after.
Once you're up and running I'll be happy to discuss a goodwill gesture for the inconvenience we've caused by the delay and downtime as I appreciate we could've pro-actively chased up the progress of your order sooner before you contacted us.
Re: Help!!!!!!!!
12-07-2020 1:07 PM
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Re: Help!!!!!!!!
12-07-2020 1:15 PM
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No problem @juneashford I'm happy to pass your feedback on. At the moment we can help over the phone on 0800 432 0200, Facebook, Twitter and over here although I agree and understand the difficulties in contacting us especially when there's a high wait time. We're working on keeping the wait down (and consistently) across all our support platforms.
Re: Help!!!!!!!!
13-07-2020 11:03 AM
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Moderators Note
This topic has been moved from ADSL Broadband to My Order
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