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Plusnet "Moving House" guide is fiction!

2Bdecided
Dabbler
Posts: 13
Registered: 15-09-2008

Plusnet "Moving House" guide is fiction!

I followed this exactly:
http://www.plus.net/support/customer_service/house_moving.shtml
I got everything set up with BT as a simultaneous order, and was given a reference code to give to my ISP.
The plusnet moving house page said this would allow plusnet to "be able to get your broadband working on the same day that your phone line is installed".
I phoned plusnet customer support with all information at the ready, and got told "No point giving me that, it doesn't work - some other ISPs have the same problem - those BT codes don't work - phone us when you've moved in and got your line activated, and then we can get your broadband working in 7-10 days".

If this is the reality, I think it should be mentioned on those help pages - I believed your help pages, and expected + planned to have broadband working within a day.
Cheers,
David.
3 REPLIES
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Plusnet "Moving House" guide is fiction!

Hi David.
You shouldn't have been told that.  Sim Provides *DO* work when we are given the correct sim provide code (these are often given out incorrectly by BT).
If you had given us at least 8 working days notice then there should hgave been no problem in placing your simultaneous provide order.  I'm very sorry that this didn't happen.
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Plusnet "Moving House" guide is fiction!

As an addition - Could you possibly PM me and let me know who you've spoken to?  Apart from me, noone appears to have looked at your account details since October!
2Bdecided
Dabbler
Posts: 13
Registered: 15-09-2008

Re: Plusnet "Moving House" guide is fiction!

Sorry, I didn't note the name. I phoned a few minutes before I posted my message here. Maybe my mistake was pressing 2 to go through to sales? Still, he didn't tell me that was the problem - he probably didn't get into my account - once I explained why I was phoning, he told me there was no point, and ring back after I'd moved.
Anyway, thanks for the quick response - as there's some hope it can be sorted, I'll try customer support again...
...Ah ha - far better! Everything sorted efficiently! Many thanks to you, and to the customer service lady too!
Cheers,
David.