Activation Issues
Hi,
I placed my order with PN back on the 18th January, shortly after placing the order it was found that my exchange was being upgraded (not PN fault) this was completed 10 days after my order was placed. After this was completed PN were able (after some effort) to place my order for BB and Phone. I handed over my MAC code from BT and was given an activation date around a week later 11th / 12th of Feb. BT cut off my BB on the 10th (ok I don't mind no BB for 1-2 days).
It's now been over a week, and I still have no BB service
According to PN there are exceptions on my line which need to be cleared by the suppliers which take up too 48 hours to clear! I am now on my THIRD exception!! No one seems to be able to tell me what an exception is, why its on my line?
According to PN the activation process is automated and goes though various steps and exceptions can be raised at each step, again no one seems to know how many steps there are? IF its only 3 - steps then I could be close to getting my line activated....if its 200 steps then I wont be activated for years .....
I raised a complaint on Friday and surprise surprise no one has looked at it.
I am shocked at how long and how painful this process is, I am moving from BT to PN.....BT own PN so why is this so hard?
Can someone shed any light on any of my issues?
Thanks.
I placed my order with PN back on the 18th January, shortly after placing the order it was found that my exchange was being upgraded (not PN fault) this was completed 10 days after my order was placed. After this was completed PN were able (after some effort) to place my order for BB and Phone. I handed over my MAC code from BT and was given an activation date around a week later 11th / 12th of Feb. BT cut off my BB on the 10th (ok I don't mind no BB for 1-2 days).
It's now been over a week, and I still have no BB service
According to PN there are exceptions on my line which need to be cleared by the suppliers which take up too 48 hours to clear! I am now on my THIRD exception!! No one seems to be able to tell me what an exception is, why its on my line?
According to PN the activation process is automated and goes though various steps and exceptions can be raised at each step, again no one seems to know how many steps there are? IF its only 3 - steps then I could be close to getting my line activated....if its 200 steps then I wont be activated for years .....
I raised a complaint on Friday and surprise surprise no one has looked at it.
I am shocked at how long and how painful this process is, I am moving from BT to PN.....BT own PN so why is this so hard?
Can someone shed any light on any of my issues?
Thanks.
Hi there,
Really sorry to hear about these issues,
I'll do my best to help you out with this .
An exception as the name implies is an issue that is out of the norm, hence our suppliers have to go outside of processes set aside to deal with more common issues. These are dealt with by a specialist back-end team and a number of different issues can be classed as an exception. We don't always find out the precise problem but I'll endeavor to find out.
As to why it's on the line I strongly suspect its related to your local exchange being upgraded whilst our order was "in flight"
I'll dig deeper now and I'll make sure one of us gets back to you with a plan of action as soon as possible.
Adam
EDIT: Just letting you know that I've raised an escalation and have updated ticket 65814194 with more details.
Really sorry to hear about these issues,
I'll do my best to help you out with this .
Quote No one seems to be able to tell me what an exception is, why its on my line?
An exception as the name implies is an issue that is out of the norm, hence our suppliers have to go outside of processes set aside to deal with more common issues. These are dealt with by a specialist back-end team and a number of different issues can be classed as an exception. We don't always find out the precise problem but I'll endeavor to find out.
As to why it's on the line I strongly suspect its related to your local exchange being upgraded whilst our order was "in flight"
I'll dig deeper now and I'll make sure one of us gets back to you with a plan of action as soon as possible.
Adam
EDIT: Just letting you know that I've raised an escalation and have updated ticket 65814194 with more details.
