No confirmation email / date for switch
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No confirmation email / date for switch
20-08-2021 7:53 AM
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Just looking to check if this is relatively normal and I just need to keep waiting for things to progress or if I need to do something about it!
Re: No confirmation email / date for switch
20-08-2021 12:40 PM
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Hi @TheBlueDog
Thanks a lot for reaching out and I'm really sorry for the delay, This is due to the way in which your address is laid out on our system, as opposed to the system used to place the orders. I personally haven't had an issue in locating the correct address on the ordering system, but I can see why our automated system may have. Anyway, within the next hour or so, I'll be placing the orders to take over the line, and retain your current landline number.
I'll send you a confirmatory email once this has been done.
Re: No confirmation email / date for switch
20-08-2021 1:45 PM
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@adam945 Why are these failures in the automated system not picked up sooner? The OP's order has been delayed for over 2 weeks, it seems that if the order fails it just gets left in limbo until the originator contacts Plusnet asking what is going on. ☹️
Re: No confirmation email / date for switch
20-08-2021 2:17 PM
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You're right @RealAleMadrid - that's exactly what's happened here. To be honest, 9 out 10 times that order fail, automation will kick a ticket out into our Provisioning Team's workflow in order for it to be actioned manually. there are some instances though where for whatever reason, a ticket is not created, leaving us to rely solely on the end user to make us aware in order to get it sorted. For at least, I've been unable to identify any patterns that explain which failures kick out a ticket, as opposed to those which does - such as this one.
I've just manually placed the orders @TheBlueDog so all being well you should receive a committed activation date shortly.
Re: No confirmation email / date for switch
20-08-2021 3:31 PM
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Re: No confirmation email / date for switch
20-08-2021 3:57 PM
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