@Townman wrote:
@RealAleMadrid
That is a tad harsh. Plusnet were managing the coordinated new install and cease orders. The user stepped outside of process when they made a direct request to Openreach to reschedule the install. Such action is unlikely to have also ensured that the coordinated cease date was delayed similarly, as would have been the case if the request had been made via Plusnet.
@willcutforth has offered to rectify matters if this is found to be Plusnet's fault. In the meantime, the user has made other arrangements for email. The question which arises is was the cease order tied to the install order completion within BT's systems, if not why and who should / might have ensured that they were ... if such is possible within BT's systems?
The best which Plusnet might be able to do now is to reinstate the old account as email only...
Sadly this is another case which illustrates the imperative necessity to follow proper process - Plusnet, not BT Openreach are the managing supplier; a request to change the dates should have been made to Plusnet. A request to BT Openreach to change the INSTALLATION date has done just that, leaving the cease order to execute as per the plan. We have no idea how far back up the chain such a change might percolate ... possibly leaving Plusnet with zero visibility of the divergence from the schedule.
If such orthogonal changes do percolate back to the managing provider, even if the CP/ISP did not join up the dots, "absolute incompetence" is quite harsh. If the install reschedule had been requested via PlusNet who then moved the install date but not the cease date, then agreed "absolute incompetence" would be a fair assessment.
I think this comment is unjustified and unreasonable.
AFACS, the customer did NOT step "outside of process". The "process" (from the customer's POV) included a text from Openreach allowing for a change of installation date - an option which the customer took. That this did not result in feedback to PN's systems is a reflection of poor IT integration. It really is not the customer's job to take account of poor supplier IT systems! How would they even know of such limitations in IT systems, let alone know how to allow for them?
I remember my early days with ADSL broadband and how I had to learn from experience (and dispute) how the 'system' worked wrt the ISP, BT/Openreach and the end user. i.e. ME.
All these sorts of thing come about precisely because of all the amazingly 'efficient'(?) disaggregated service provision and how they do, or do not, integrate with each other. Nothing to do with the poor customer. We are not born with inbuilt knowledge of company systems. And when IT systems are also involved it can all get very stupid.
Did anyone mention the Post Office?
