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ANOTHER Still Waiting

PaulR
Newbie
Posts: 3
Registered: 07-06-2013

ANOTHER Still Waiting

Trying to get Plusnet's award-winning internet service. Here's the Saga so far:
Paid my £73 on 9th April.
First date was 30th April to install BT line.
I rang PN on 29th to confirm, but the job did not exist, it had not been booked. Note that I had the ring THEM.
Next date, 20th May, success - got new BT line.
Was told internet would be up and running 5-7 days after that.
Nothing happening, so I rang PN after the Bank Holiday - Oh, the job has been cancelled by a 'third party'.
Again, no call from PN to me to inform me of this.
Finally received the modem, now its day 5 of the second waiting period, net is sposed to be up today.
It's midday, how long does one have to wait?
If I could get into the exchange I would do the job myself - its cabinet 91!
I connected the router, as per instructions, but that broadband light keeps winking at me, taunting me.
Lost confidence that this is ever going to go through, sending this via one of those dongle things, slow, frustrating and expensive.
9 REPLIES
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: ANOTHER Still Waiting

Hi PaulR,
Sorry to hear of the delays that you've had.
I've checked your order and can see that it is scheduled to complete today, it's still in a committed state.
I will continue to check on this for you today and as soon as it's active I'll let you know so you can get online.
Chris
PaulR
Newbie
Posts: 3
Registered: 07-06-2013

Re: ANOTHER Still Waiting

Thanks Chris - fingers crossed!  Smiley
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: ANOTHER Still Waiting

Your order is now complete so you should be able to connect.
Let me know how you get on.
PaulR
Newbie
Posts: 3
Registered: 07-06-2013

Re: ANOTHER Still Waiting

Yes, its fine thanks - got there at last!
Regards
Paul R
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: ANOTHER Still Waiting

Quote from: PaulR
Oh, the job has been cancelled by a 'third party'.
Again, no call from PN to me to inform me of this.

Can someone from Plusnet explain why and how a "third party" is able to cancel an order on a brand new line when the only people involved are the EU (customer) and Plusnet.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: ANOTHER Still Waiting

The third party in this case were the owners of the line we were taking over - not sure who they were as we're not able to get this information, but as they were the current owners of the line at the time they were able to cancel the transfer order we'd placed which was the cause of the delay.
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: ANOTHER Still Waiting

Quote from: PaulR
First date was 30th April to install BT line.
I rang PN on 29th to confirm, but the job did not exist, it had not been booked. Note that I had the ring THEM.
Next date, 20th May, success - got new BT line.

Thanks for the reply Matt, but this doesn't make any sense! (my bold).
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: ANOTHER Still Waiting

I was going by the delay codes we were quoted in our ordering system:
Quote from: Ordering
INFO OR5815 - Order Status Update - Delayed
INFO OR5749 - Proforma Request Sent to Losing Service Provider

:/
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: ANOTHER Still Waiting

How can that be the case on a new line I wonder?