FTTC Install Problem
Hi, Your Broadband is Active but you can't connect to it. This means when the engineer comes the DSL light on the modem will turn green immediatley. Also Plusnet have no control over BTOR so they are unable to provide the very latest info on your engineer's visit.
dick:quote
dick:quote
emteec,
I'm really sorry to hear about the issues you've encountered so far, I've read through the history of this issue and will do my best to answer those questions for you:
I can see from the notes on ticket 61343861 you did make us aware that o2 would be "barring" your line on the 25th. However I don't believe we would have had any awareness of this causing an issue with the order until the date of the installation.
It's not possible to say, we are looking into an issue that's so far preventing us from listening to those recordings but rest assured we will do that as soon as we're able to and we will keep you posted about that.
The account became active due to an automated process because we were fully expecting it to become active on the 25th. Sorry if you feel that's misleading or inappropriate.
I'm sorry if you feel that urgency hasn't been applied so far, it's certainly not the impression we'd like you to have. I can see from ticket 61483474 that we're awaiting the reply from the back of an escalation request referenced to on ticket 61525952.
I'm really sorry to hear about the issues you've encountered so far, I've read through the history of this issue and will do my best to answer those questions for you:
Quote Why was I not advised first thing on the morning of Thursday 25/10 that BT had cancelled by appointment?
I can see from the notes on ticket 61343861 you did make us aware that o2 would be "barring" your line on the 25th. However I don't believe we would have had any awareness of this causing an issue with the order until the date of the installation.
Quote How long before you review the call recordings of the 25/10 to hear what your telephone call centre advised me?
It's not possible to say, we are looking into an issue that's so far preventing us from listening to those recordings but rest assured we will do that as soon as we're able to and we will keep you posted about that.
Quote Why does my account state that my Broadband with Plusnet is now ready to use?
The account became active due to an automated process because we were fully expecting it to become active on the 25th. Sorry if you feel that's misleading or inappropriate.
Quote Any chance of you showing some kind of urgency in investigating your poor service?
I'm sorry if you feel that urgency hasn't been applied so far, it's certainly not the impression we'd like you to have. I can see from ticket 61483474 that we're awaiting the reply from the back of an escalation request referenced to on ticket 61525952.
Quote from: emteec Plusnet are unable to locate the recordings of my telephone conversations with them.
How convenient!
Actually there's been some work on their phone system which was notified by service status postings between then and now, including relocating servers so I wouldn't read anything sinister in to them having trouble locating the recording.
@emteec
Yes, being realistic we may never be able to trace those particular calls from the 25th I'm afraid. We're working to fix the issues with call recording at the moment.
Just to confirm everything is still lined up for an appointment on the 9th for you.
Yes, being realistic we may never be able to trace those particular calls from the 25th I'm afraid. We're working to fix the issues with call recording at the moment.
Just to confirm everything is still lined up for an appointment on the 9th for you.
