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Hi aly55, I'm sorry to see your orders didn't go as smoothly as we would have liked them to have. Looking over your account I can see that initial delays were caused by problems with the phone order, the line then started working, however our suppliers had not actually closed the order off as complete, which prevented us making any further progress on your broadband order.
Once our suppliers had updated their records to show the phone order was complete, we then had to replace your broadband order as they had cancelled the original order due to the initial problems with the phone order.
As a new order had been placed, automation sent confirmation of 05/01/16 in line with the date the order had committed for, however due to problems with the previous order, our suppliers had agreed to expedite the new order. Once the expedite had gone through, we were advised by our suppliers the services would be active on 29/12/15, however I understand this was delayed slightly and the order completed today.
Unfortunately the delays were largely out of our control, but I can see we did do all we could to resolve the issues and get you online as soon as possible.
Once our suppliers had updated their records to show the phone order was complete, we then had to replace your broadband order as they had cancelled the original order due to the initial problems with the phone order.
As a new order had been placed, automation sent confirmation of 05/01/16 in line with the date the order had committed for, however due to problems with the previous order, our suppliers had agreed to expedite the new order. Once the expedite had gone through, we were advised by our suppliers the services would be active on 29/12/15, however I understand this was delayed slightly and the order completed today.
Unfortunately the delays were largely out of our control, but I can see we did do all we could to resolve the issues and get you online as soon as possible.
With all due respect, the timeline of events I have provided has been put together using the notes on the account (While double checking our suppliers systems to make sure the notes we have made are accurate)
I think you may have misunderstood my point. The time line I have put together was using notes from the account that are visible to the customer.
Some of these notes were following conversations between the customer and our staff and some were updated when we had received updates from our suppliers.
Some of these notes were following conversations between the customer and our staff and some were updated when we had received updates from our suppliers.
