Order Incompetence
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Order Incompetence
17-01-2017 1:27 PM
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Made an order for Fibre UPGRADE after long wait for capacity,, on 2nd Jan 2017... Got email etc... should be active 10 working days.. Activation by 16th Jan 2017,, Called plusnet,, told error, order not placed with 3rd party BT..??? Told have to wait to get a new date,,, and still i will have to wait up to 10 working days again. I have tried to raise as a complaint as it is unacceptable for any customers to be treated in this way. I want to escalate my complaint... Still awaiting confirmation of a date of completion..!
Re: Order Incompetence
17-01-2017 5:54 PM
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Hi @FionaBS, thank you for raising this on the forums.
If you could please PM with your account username I will ensure this gets looked at for you. I also apologise for any inconvenience caused to you whilst this upgrade is dealt with.
Regards,
Mark
Re: Order Incompetence
17-01-2017 6:29 PM
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Re: Order Incompetence
18-01-2017 12:22 PM
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Welcome to the community forums @FionaBS.
I'm sorry to see there was a system error that resulted in your fibre upgrade not being placed when it was requested.
I'm glad to see your order is now in place and since making your post yesterday I see an expected completion date has also been confirmed via email and text message.
I do sincerely apologise for any inconvenience caused by this delay. Thank you for your patience.
Welcome to the community forums @Adi28.
I'm struggling to find your account from your forum details. Would you mind dropping me a PM with your username so I can check what happened with your orders.
Thanks.
Re: Order Incompetence
18-01-2017 12:37 PM
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You are correct i am not happy.. Total incompetence,
Re: Order Incompetence
18-01-2017 12:40 PM
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Escalate my complaint...
Re: Order Incompetence
18-01-2017 2:22 PM
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Hi Fiona
Not sure reading your post has made me any hppier.
I to like yourself am waiting for my broadband to be re-coonected.
My order date was 12/1. Lost connectivity then and nothing since. On day 7 with no internet.
Does not matter how many calls I make so called Customer Service / Provisioning / Technical Support, waiting approx. 45 mins just to get through to someone in the right team, I am using my data plan on O2 for internet access, tethering my PC to the mobile.
So lots of luck getting your issue sorted any time soon.
I see Adi28 has waited 14 DAYS. Oh joy.
All the best
Martin
Re: Order Incompetence
18-01-2017 5:00 PM
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Sorry for typos. Forgot to spell check before posting.
Martin
Re: Order Incompetence
23-01-2017 12:08 PM
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Hi @mtdean
I'm sorry to hear about what has happened and the issues that you are facing.
I can see that this is now being dealt with and assigned to a case handler in our higher escalations team. They will be responding to you and providing updates via this ticket link here https://www.plus.net/wizard/?p=view_question&id=141738197
Re: Order Incompetence
26-01-2017 7:47 PM
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