Migration Query
As per my replies to your forum posts you will not be billed until this fault is resolved. Please continue to bear in mind that you do have a working service at the moment which is actually *faster* than the estimated speed for your line.
To summarise, as far as we can be aware engineers are still working at the exchange right now. They're performing a review of the tie-pairs available to jumper your line to before rejumpering the line to the most appropriate and best quality ones available. I am having some problems gaining updates about this at present from our suppliers but I wish to assure you that I am doing all we can here and I would like to communicate to you the steps that have been taken in the escalation process to get this issue dealt with today:
- As mentioned before the issue moved from team leader to team manager level with our suppliers yesterday. Unfortunately the team manager I have been dealing with so far did not correctly action the request I made to get an experienced transmission engineer to the exchange today and instead sent another SFI to visit your premises (this is who tried to visit today). I moved this swiftly on to the high level escalations (HLE) team.
HLE are bound by duty to provide us with regular updates when a team manager passes a case to them, it is then up to the team manager to communicate with them and report back to us along with the updates from HLE themselves.
Along with chasing the team manager about this I have been attempting to raise this with our Account manager and also 2 different customer relation managers who are the final point of escalation. E-mails have been sent to all 3 and I've left voicemails too.
I'm hoping that you can see we really are doing everything possible and putting in a lot of effort into dealing with this issue for you.
I will continue to be tenacious with our suppliers and attempt more calls this afternoon and again on Monday morning. I am at the top of the escalation tree now and will continue to push the visibility of this problem. I need to set an expectation now that if no response is forthcoming from them I may not be able to update you again until Monday.
To summarise, as far as we can be aware engineers are still working at the exchange right now. They're performing a review of the tie-pairs available to jumper your line to before rejumpering the line to the most appropriate and best quality ones available. I am having some problems gaining updates about this at present from our suppliers but I wish to assure you that I am doing all we can here and I would like to communicate to you the steps that have been taken in the escalation process to get this issue dealt with today:
- As mentioned before the issue moved from team leader to team manager level with our suppliers yesterday. Unfortunately the team manager I have been dealing with so far did not correctly action the request I made to get an experienced transmission engineer to the exchange today and instead sent another SFI to visit your premises (this is who tried to visit today). I moved this swiftly on to the high level escalations (HLE) team.
HLE are bound by duty to provide us with regular updates when a team manager passes a case to them, it is then up to the team manager to communicate with them and report back to us along with the updates from HLE themselves.
Along with chasing the team manager about this I have been attempting to raise this with our Account manager and also 2 different customer relation managers who are the final point of escalation. E-mails have been sent to all 3 and I've left voicemails too.
I'm hoping that you can see we really are doing everything possible and putting in a lot of effort into dealing with this issue for you.
I will continue to be tenacious with our suppliers and attempt more calls this afternoon and again on Monday morning. I am at the top of the escalation tree now and will continue to push the visibility of this problem. I need to set an expectation now that if no response is forthcoming from them I may not be able to update you again until Monday.
I'm only giving reasons and explanations, not excuses here.
These issues are what we are trying to deal with, I understand it's frustrating however we will continue to push with our suppliers for this resolution. At no point are we trying to claim that these are your issues to deal with.
Quote Just to make it clear, all the problems you are having with BT are your problems and not mine
These issues are what we are trying to deal with, I understand it's frustrating however we will continue to push with our suppliers for this resolution. At no point are we trying to claim that these are your issues to deal with.
Just read the info in the ticket,
As a result rang up to get a mac code which plusnet made it as difficult as possible to get, spoke to Edmund who refused to give us a mac code until I gave him my bank details (sort code) and password for the member centre......I refused to give that info and asked to speak to his manager and was told no such manager was available.....in the end he agreed to send the mac code with me giving partial details of my password......he was as unhelpful as possible.....
In this day and age do plusnet really think I am going to give such personal details over the phone when anyone could be listening?
Total and utter joke......
In the ticket you say you have given me 3 months free broadband, you have got this wrong as you have only given us 2 months (april and may), unless there is something I am not aware of???
You also mention that this is because I have a usable broadband, yet you know there is an on going fault......if you bought a car and it only did 20 mph and stopped working intermittently and the garage turned round to you and said, but its usable, would you accept that?
As a result rang up to get a mac code which plusnet made it as difficult as possible to get, spoke to Edmund who refused to give us a mac code until I gave him my bank details (sort code) and password for the member centre......I refused to give that info and asked to speak to his manager and was told no such manager was available.....in the end he agreed to send the mac code with me giving partial details of my password......he was as unhelpful as possible.....
In this day and age do plusnet really think I am going to give such personal details over the phone when anyone could be listening?
Total and utter joke......
In the ticket you say you have given me 3 months free broadband, you have got this wrong as you have only given us 2 months (april and may), unless there is something I am not aware of???
You also mention that this is because I have a usable broadband, yet you know there is an on going fault......if you bought a car and it only did 20 mph and stopped working intermittently and the garage turned round to you and said, but its usable, would you accept that?
dogwhisperer,
I'm sorry that my update has come a little late in the day here. I've updated your ticket with regards to a recommendation from BT Wholesale's high level escalations team.
I appreciate that this may be too late now as you have requested a MAC key but I am still working on this and we are willing to progress this matter if you are too.
I'm sorry that my update has come a little late in the day here. I've updated your ticket with regards to a recommendation from BT Wholesale's high level escalations team.
I appreciate that this may be too late now as you have requested a MAC key but I am still working on this and we are willing to progress this matter if you are too.