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Activation Issues

daveface
Newbie
Posts: 3
Registered: ‎19-02-2013

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  Undecided Cry
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.
5 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 252
Fixes: 69
Registered: ‎27-04-2007

Re: Activation Issues

Hi there,
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.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
daveface
Newbie
Posts: 3
Registered: ‎19-02-2013

Re: Activation Issues

Hi Adam,
Thank you very much for getting back to me, the information you have provided and looking into this. I have also just been speaking to [removed]  who has informed me that he has escalated my ticket and will hopefully also be getting back to me tomorrow with an update.
Fingers crossed between you all we can get this resolved and me back online before the weekend!
Thanks,
Dave
[Moderator's note by Adie (dvorak) removed csa name as per Forum Rules
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 252
Fixes: 69
Registered: ‎27-04-2007

Re: Activation Issues

No worries, I'm glad to see that our suppliers reacted quickly to my escalation. I'll keep an eye on the progress of your fault in the meantime.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
daveface
Newbie
Posts: 3
Registered: ‎19-02-2013

Re: Activation Issues

Hi Adam,
I am pleased to say that I am now back online. So I would like to say thank you to yourself and the PN team for getting my issues resolved.
Cheers,
Dave
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 252
Fixes: 69
Registered: ‎27-04-2007

Re: Activation Issues

No problem, cheers for taking the time to let us know. Smiley
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team