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Reconnection of services after unwarranted disconnection

dsm1
Dabbler
Posts: 19
Registered: ‎09-01-2019

Reconnection of services after unwarranted disconnection

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.

 

 

 

 

 

 

 

 

 

 

35 REPLIES 35
Plusnet Help Team
Plusnet Help Team
Posts: 523
Thanks: 73
Fixes: 25
Registered: ‎06-08-2018

Re: Reconnection of services after unwarranted disconnection

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. 
 

If this post resolved your issue please click the 'This fixed my problem' button
 Wakas Hussain
 Plusnet Help Team
dsm1
Dabbler
Posts: 19
Registered: ‎09-01-2019

Re: Reconnection of services after unwarranted disconnection

 

@Dumbledore

Hi - I have added some comments to the ticket. Thanks for your help.

Plusnet Help Team
Plusnet Help Team
Posts: 523
Thanks: 73
Fixes: 25
Registered: ‎06-08-2018

Re: Reconnection of services after unwarranted disconnection

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.
 

If this post resolved your issue please click the 'This fixed my problem' button
 Wakas Hussain
 Plusnet Help Team
dsm1
Dabbler
Posts: 19
Registered: ‎09-01-2019

Re: Reconnection of services after unwarranted disconnection

@Dumbledore

 

Hi - I have replied to the ticket. Thank you.

Plusnet Help Team
Plusnet Help Team
Posts: 525
Thanks: 73
Fixes: 27
Registered: ‎23-01-2018

Re: Reconnection of services after unwarranted disconnection

Hi dsm1@

 

Wakas is currently out of the office so I have responded to your ticket.

 

Kind Regards

If this post resolved your issue please click the 'This fixed my problem' button
 OllieC
 Plusnet Help Team
dsm1
Dabbler
Posts: 19
Registered: ‎09-01-2019

Re: Reconnection of services after unwarranted disconnection

@Dumbledore and @OllieC

 

Thank you both for your replies. I have updated the ticket.

Plusnet Help Team
Plusnet Help Team
Posts: 844
Thanks: 89
Fixes: 36
Registered: ‎06-08-2018

Re: Reconnection of services after unwarranted disconnection

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


dsm1
Dabbler
Posts: 19
Registered: ‎09-01-2019

Re: Reconnection of services after unwarranted disconnection

@Dumbledore

 

Hi. I've updated the ticket.

Plusnet Help Team
Plusnet Help Team
Posts: 446
Thanks: 57
Fixes: 32
Registered: ‎02-05-2017

Re: Reconnection of services after unwarranted disconnection

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

If this post resolved your issue please click the 'This fixed my problem' button
 Alice Baillie
 Plusnet Help Team
dsm1
Dabbler
Posts: 19
Registered: ‎09-01-2019

Re: Reconnection of services after unwarranted disconnection

@Dumbledore

 

Hi - I've responded to your message on the ticket.

 

Plusnet Help Team
Plusnet Help Team
Posts: 302
Thanks: 31
Fixes: 12
Registered: ‎06-08-2018

Re: Reconnection of services after unwarranted disconnection

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

If this post resolved your issue please click the 'This fixed my problem' button
  Tahir M
 Plusnet Help Team
Highlighted
dsm1
Dabbler
Posts: 19
Registered: ‎09-01-2019

Re: Reconnection of services after unwarranted disconnection

@Dumbledore

 

Hi - I've updated the ticket. 

Plusnet Help Team
Plusnet Help Team
Posts: 302
Thanks: 31
Fixes: 12
Registered: ‎06-08-2018

Re: Reconnection of services after unwarranted disconnection

Hi @dsm1,

 

Thanks for coming back to us with the update.

 

I have responded to the ticket here.

 

I appreciate your patience and understanding. Let us know if you need any further assistance.

 

Thanks - LF

If this post resolved your issue please click the 'This fixed my problem' button
  Tahir M
 Plusnet Help Team
dsm1
Dabbler
Posts: 19
Registered: ‎09-01-2019

Re: Reconnection of services after unwarranted disconnection

@Dumbledore

 

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.