House move (extremely stressful)
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House move (extremely stressful)
02-11-2018 11:10 AM
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Re: House move (extremely stressful)
02-11-2018 3:00 PM
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Welcome to the forum.
It sounds like it's other parts of BT that are currently letting you down. When it comes to chasing them, and getting action, as the budget BT ISP Plusnet would appear to be at the bottom of the pile. My guess would be that unless you are prepared to pay a lot more and go for the end of the market where the ISP has sufficient resources to sit on the responsible organisation's back until they get things moving, that going elsewhere is unlikely to speed things up.
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Re: House move (extremely stressful)
02-11-2018 9:04 PM
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Re: House move (extremely stressful)
03-11-2018 9:48 AM
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The unfortunate fact is that unless you go to a cable company the wire that comes into your home is provided by BT. If you go to a company such as AAISP or Zen they will have more resources to apply to your problem, which of course you have to pay for in higher subscriptions, but even they can’t walk on water.
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Re: House move (extremely stressful)
04-11-2018 6:03 PM
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Hi @Jarryd, I am really sorry for the issues you have encountered since moving house.
It looks like the delay has been explained and being dealt with our Provisioning Team on this ticket. They will get back to you once they receive further updates but if we can assist further in the meantime, please let us know.
Re: House move (extremely stressful)
14-11-2018 5:47 PM
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Re: House move (extremely stressful)
15-11-2018 9:27 AM
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Hi Jarryd,
It's a shame to see that this hasn't been resolved yet and I'm sorry for the further delays.
I've just been chasing this up with our supplier and have escalated it further, I've been advised that the system issue affecting the order will be resolved today, following that the order will be expedited to complete within just a few days.
As there's clearly been some issues getting you the right updates on this I'm taking ownership of keeping you updated going forward and I'll take time to pass on some feedback to the agents that took your calls about this.
Re: House move (extremely stressful)
15-11-2018 11:40 AM
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The thing is I've heard this time and time again from different people and yet the problem still hasn't been resolved. I can't take anyone's word for it anymore as I've already been told that its been resolved and that wasn't the case.
so now I have to wait another weekend and possibly a couple more days before it's finally sorted. Good timing as I am on holiday next week luckily in this country, so hopefully I should be all connected when I return?
Hopefully you can understand my frustration as I've been passed from pillar to post as you've probably seen reading through my tickets.
Thanks again for looking into this.
Re: House move (extremely stressful)
15-11-2018 12:13 PM
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No problem, yes I genuinely understand the frustration and I was already aware that what I've mentioned might in some way echo previous updates which unfortunately is hard to avoid sometimes and difficult to defend.
However things work out I will stick with you until we've got this resolved and I feel continued ownership by one person such as myself should give the continuity of support we need to see this through.
Whilst I can't make a promise I'm confident things are reaching a conclusion with this, if as we've been promised we can get an expedite request moving tomorrow the connection would be completed within a further few days.
Re: House move (extremely stressful)
18-11-2018 9:30 AM
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I have now been told that my current order has been cancelled from the suppliers system and that a new one is being replaced.
Why wasn't it done sooner if that was the issue?
Also does this now mean that I am going to have to wait a minimum of 10 days for it to complete?
All I want is a straight answer for once and I'm not directing that at you (as I am now receiving the updates you promised) I'm directing that at the company.
Many thanks
Jarryd
Re: House move (extremely stressful)
19-11-2018 11:58 AM
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Basically the order was stuck in Openreach's systems and their best efforts and intentions to get this progressed via their usual methods just haven't worked, and have taken an alarming amount of time to get to this point where it's admitted that cancellation is the only option left.
It wasn't cancelled sooner because often this can cause further problems, having a half completed order on a line can then cause a mark on it that is incredibly difficult to get removed (in some cases) and in turn mean waiting even longer than following Openreach's process flows. It generally a last resort situation.
When we're able to replace the order (the broken one now shows as cancelled but we're just waiting for the line to update as clear) we're going to expedite it for next day completion. If we're able to do this today then the order should complete tomorrow, in reality the expectation I'd set is to expect service by Wednesday at the earliest.
Re: House move (extremely stressful)
21-11-2018 11:37 AM
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Re: House move (extremely stressful)
21-11-2018 3:49 PM
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Hi @Jarryd,
Thanks for getting in touch, I appreciate you've been waiting for an update.
I have looked into this and can see that we are still waiting for a response on the expedite request, this was chased up earlier today and we will be looking at it again tomorrow, notes will be on the same ticket number you have.
Let us know if you need anything further.
Thanks.
Re: House move (extremely stressful)
22-11-2018 3:30 PM
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Re: House move (extremely stressful)
22-11-2018 8:22 PM
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Hi @Jarryd
Thanks for the patience and understanding you are continuing to show whilst we work on this issue for you.
As soon as we are provided with an update we shall let you know.
Thanks,
MoR
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