Shambolic service
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Order
- :
- Shambolic service
Shambolic service
23-03-2017 8:50 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Sorry for the rant but i would think twice if you are moving to plusnet from the experience I've had so far.
Re: Shambolic service
24-03-2017 11:44 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Shambolic service
25-03-2017 10:35 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Shambolic service
25-03-2017 3:37 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
It's unfortunate that transfers from LLU suppliers like Sky and Talk Talk seem more problematic, and often seem to caused by inaccurate records being transferred!
Re: Shambolic service
27-03-2017 3:36 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I'm experiencing similar problems switching from Sky to PN. Almost three weeks without any internet service! Problems with the OpenReach database apparently. It's costing me a small fortune in 3G data. Already regretting the decision to switch.
Re: Shambolic service
28-03-2017 1:27 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The order has been cancelled yet again, this is the 4th time now. Was told on live chat yesterday that I would be activated midnight yesterday, chase this up today and the adviser confirmed I was told a lie and that the order wasn't re-ordered. Now been given a date next week.
You can't make this up it's ridiculaous.....
Re: Shambolic service
04-04-2017 10:30 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I am sorry to see this @jamray
I have checked the order this morning and I can see that this now committed through our suppliers for the 19/04/2017 for the fibre upgrade and this can take any time up to midnight to complete.
Re: Shambolic service
04-04-2017 11:36 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Shambolic service
05-04-2017 12:59 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
When the order completes, the agent that picks up the ticket on your account to confirm this should also be issuing a pro-rata refund for the cost difference of the service to ensure that you've only paid for the service you've received.
Feel free to give us a nudge over here on the forums when the order completes and we'll happily double check that to make sure it's been dealt with appropriately
Re: Shambolic service
05-04-2017 6:56 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks @HarryB
Re: Shambolic service
07-04-2017 12:13 PM - edited 07-04-2017 12:31 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@LouisaMartin & @Darkfire - 4th one - anyone else counting? How much management time does each BTw / BTOR database screw-up cost you guys? Is it specific to LLU inbound migrations? Is there anything which can be done at order placement to verify record accuracy to manage user expectations? Why can your supplier just reject orders because THEIR data is wrong rather than fixing THEIR error and then processing your order? The Nd User however, ought to be clearly advised that BTw has dropped the order and the clock starts again - it's called managing expectations.
Seems you guys need a better quality supply chain ... however they know they have you (and us) by the short n curlys but only you can scream at them!
When will PN stop accepting the brown stuff from BT?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Shambolic service
07-04-2017 2:28 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I'm gonna get the team to start collating these so we can get them passed on. I'll add it to my weekly insights, thanks for this @Townman
Re: Shambolic service
07-04-2017 2:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@Townman While it's frustrating for everyone involved, it can't always be put down to BTW/OR.
Take this thread for example. Although we had to contact BTW/OR to arrange for records to be correct, it was on us to ensure that our supplier has the correct records for our line.
In the past when there have been records issues preventing us from taking the service over, I've advised customers to contact their provider to request the records are updated/corrected (As this can only be requested by the current provider of the line) while I can't say this has always been successful, in theory it should just be the same process that I followed when shirleyparkin contacted us on the thread I've linked above.
In the past when the losing provider has either refused to or said it's not required to correct back end records, as the account shows the correct address, I've simply taken the line over (If we've been able to locate it) at the incorrect address it's showing at. Following this, I've arranged for the records to be corrected.
To put another comparison on this, it would be like Customer A having an account that had the incorrect mobile contact number (Number X) on the account and then Customer B (Completely unrelated to customer A) contacting us and requesting we change the contact number from Number X to Number Z.
We'd advise customer B that as they're not the account holder, we wouldn't change the contact number, we'd request that the account holder gives us a call.
This is the same as us asking BTW/OR to update the address records for a line provided on the LLU network (Or even the BT network for that matter) by another provider.
Re: Shambolic service
07-04-2017 9:05 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thank you for the detailed information. It seems like you are suggesting that it's the ISP's responsibility to ensue that the supplier's own details (across all of their systems) about their line which you just happen to rent from them is correct.
Sorry that's barking mad and some of the experiences reported around here suggest that other ISPs are not as helpful as you were in sorting out discrepancies when Plusnet was the loosing supplier. It sounds like the problems are so extensive BTw have made robots available to allow their customers to fix their data. I trust that each time an ISP uses the robot to fix BTw's internal data, you guys get a bonus pay,net for all the effort it takes - it was not just your time, but also the time spent with the chat agents.
Such incomptencance from BTw must be costing ISPs £m in management effort.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Shambolic service
10-04-2017 4:44 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@Townman wrote:
Thank you for the detailed information. It seems like you are suggesting that it's the ISP's responsibility to ensue that the supplier's own details (across all of their systems) about their line which you just happen to rent from them is correct.
I'm not saying it's the same for all data sets that needs updating/maintaining, it depends on the scenario and the specific piece of data. You unfortunately can't just cover them all with the same explanation.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page