Reconnection of services after unwarranted disconnection
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Reconnection of services after unwarranted disconnection
09-01-2019 10:54 AM
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Hi,
First some background: My move to PN for broadband and telephone happened on Fri 4 Jan. When I came home from work on Mon 7 Jan, I discovered that both services had been disconnected. I rang support (from mobile) who couldn't figure out what the problem was as my account looked ok and transferred me to another Team...but this led to me being disconnected. I rang again the next morning and was told that my account had been closed. After explaining what had happened I was informed that a new account would need to be opened and a new order for broadband and telephone placed.
My order has been placed but it does not seem to be going smoothly, Firstly, i received notification that my telephone would be connected...but not with the number I have had for over 20 years. So, I rang Support and the original order was cancelled and a new one placed. Last night, I found there is no dial tone on the telephone (there was one on Monday, but when calling out I got a "number not recognised" message). Today, there does not seem to be any progress made with my order.
My question is this: Why is it taking so long to be reconnected?. I can understand that the system might require the reconnection to be treated as a new order but there must be some mechanism for the process to be speeded up. After all, the disconnection, which happened without warning or reason, occurred in the "blink of an eye". I thus hope that PN staff are able to see the "bigger picture" of this situation and speed up the process.
Re: Reconnection of services after unwarranted disconnection
09-01-2019 3:06 PM
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Hello @dsm1
I am deeply sorry to hear about the recent experience you have had with us, that has resulted from your services being disconnected.
I have responded to your query via a ticket. You can view this by Clicking Here
Should you require any further assistance, please do get back in touch with us.
Many thanks.
Re: Reconnection of services after unwarranted disconnection
14-01-2019 12:28 PM
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Re: Reconnection of services after unwarranted disconnection
14-01-2019 4:04 PM
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Hello @dsm1
Thank you for responding to my ticket.
I have looked into your query and updated your ticket. You can view this by Clicking Here
Should you require any further assistance, please do get back in touch with us.
Many thanks.
Re: Reconnection of services after unwarranted disconnection
15-01-2019 6:00 PM
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Re: Reconnection of services after unwarranted disconnection
15-01-2019 7:12 PM
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Hi dsm1@
Wakas is currently out of the office so I have responded to your ticket.
Kind Regards
Re: Reconnection of services after unwarranted disconnection
18-01-2019 3:22 PM
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Re: Reconnection of services after unwarranted disconnection
18-01-2019 4:31 PM
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Thanks for letting us know @dsm1,
I can see my colleague @Dumbledore has now responded. You can view the tickets here.
Please let us know if there is anything else we can help with.
Re: Reconnection of services after unwarranted disconnection
22-01-2019 4:45 PM
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Re: Reconnection of services after unwarranted disconnection
22-01-2019 7:19 PM
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Thanks for your response @dsm1. I've let @Dumbledore know you have updated the open support ticket.
He will be in touch with you upon order completion.
Regards
Re: Reconnection of services after unwarranted disconnection
31-01-2019 7:25 AM
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Re: Reconnection of services after unwarranted disconnection
31-01-2019 12:21 PM
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Hi @dsm1,
Thanks for the update.
Apologies for not getting back to you sooner, we work social media posts in time order so I have just picked this up.
I can see my colleague Emily has since responded to the ticket with further requests for information, please reply at your first convenience.
Thanks - LF
Re: Reconnection of services after unwarranted disconnection
31-01-2019 8:57 PM
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Re: Reconnection of services after unwarranted disconnection
01-02-2019 9:46 AM
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Re: Reconnection of services after unwarranted disconnection
12-02-2019 3:45 PM
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Hi,
If possible, please could you re-open the ticket we were using to communicate as I accidently closed it, or raise another, so that my complaint can be resolved.
Thanks.
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