What Next

[#1]

I decided to go with Plusnet and put in a request for a telephone line and Fibre on 28th Sept and was told they would be in touch. I have since received two emails and I am still non the wiser.

The only thing they seem to have correct is the D/D for payment is setup.

Can someone advise what the score is.

Nick

Hello Nicholas, Account username: ****** Our Support Team have opened Question 134992530 to track an issue on your account.       Dear Mr **, The order for your phone line to be activated is due to complete on 14/10/16 We now have all the details needed in order to place a simultaneous broadband order. This means that we should be able to get your broadband service working within 48 hours of your phone line being activated. These types of orders can fail on occasion. If this is the case and the broadband service is not active within this time frame please contact us so we can re-submit your order. This will then take a further 10 – 12 working days to complete. For our information the reference numbers are: Broadband: ************* Phone: ****************** Telephone number: ************* If you have any problems or concerns then please reply to this ticket at http://contactus.plus.net or you can give us a call on 0800 432 0200 or on 0345 140 0200. Kind regards, [CSA Removed]

Hello Nicholas,

Account username: *********

Our Support Team have opened Question 135237279 to track an issue on your account.

	Dear Mr ***, We have received an update on your order we will provide detail shortly **INTERNAL** The following KCI message has been received from our suppliers: Informational:9536:No matching Broadband order found for,Error:501:Order Rejected

Moderator's note by Mike (Mav): CSA name removed as per Forum rules.

[#2]

So you have logged on and read my question and even edited it to remove you staff names, but STILL no clue as to what is happening.NOW WHAT DOES YOUR TV ADD SAY "GREAT BRITISH CUSTOMER SERVICE".

Nick

[#3]

Mav, like all the moderators here is just a customer with no access to your Plusnet account.

[#4]

So PLUSNET are allowing CUSTOMERS to edit CUSTOMERS posts.

I think it's time to cancel my order.

Coffee and half an hour, here goes.

Thanks fellow customer for your kind reply and also thanks to customer MAV for his editing skills.

Regards

Nick

[#5]

Lucky I have the day off:

Due to an increase in Chat demand, we are currently experiencing extended wait times. You can find answers to common questions on our Help & Support pages. If you still need to speak to one of the team, please continue to wait.

Info

 at 11:21, Oct 5:

All agents are currently assisting others. Your place in the queue is 19. Thank you for your patience.

[#6]

you can't cancel via chat and as an aside that is quite low - it has been a lot higher recently

[#7]

Oldjim,

          Thanks for that, got down to last 10 as well.

Phone call it is then

Cheers

Nick

[#8]

So PLUSNET are allowing CUSTOMERS to edit CUSTOMERS posts.

Yes. Our customers have always moderated our forums.

It looks like the order was rejected due to an issue on our suppliers systems. Really sorry for this. I'll await the outcome of  your call with our Customer Options team, but I'd be happy to get this replaced for you and press on with getting your account activated.

[#9]

Hi Matty,

          Thanks for the reply, I did contact your customer service team and didn't have to wait too long, he could not understand what the issue was and eventually put me on hold to check with provisioning team. After another 9 minutes of listening to bad music(total 27 minutes) I put the phone down and give up.

See what you can do but already I am regretting joining Plusnet 

Nick

[#10]

We've gotten your order placed, and updated the ticket. I can't foresee any further issues from this point on.

Matty

[#11]

Hi Matty,

             Just got this email below.

Hello Nicholas, Account username:********* Our Support Team have opened Question 135660877 to track an issue on your account.       Dear Mr ***, We have received an update on your order we will provide detail shortly **INTERNAL** The following KCI message has been received from our suppliers: Informational:9536:No matching Broadband order found for,Error:501:Order Rejected Kind regards, Plusnet Support [Email notification sent to: *******@****l.com]

I guess that meens No Broadband

Nick

[#12]

@MattyC

Ping!

[#13 · Accepted solution]

Don't worry, the thread was on my list.

I've updated the ticket correspondence for you, your order is still progressing as we'd expect.

Matty

[#14]

Hi Matty,

             Well good news my Fiber or Fibre is working superb and I would like to say thanks for all your hard work.

Yes some of us get a bit annoyed sometimes but then us guys with class also like to offer praise when due.

Cheers

Nick