if Plusnet know what you know regarding the issue at BTW - why on earth didn't they simply cancel the order and start over?
TBH its not a common problem, and when the number of instances (in single figures?) of the problem are taken with the total number of provisions its not something that the average Customer service person has probably seen! . That togther with the fact that everything looks 'OK' from a systems POV means that they will go down the 'process' for fault investigation.
As for cancelling and start over, I'm not sure what costs (to Plusnet) that would involve ? that together with the need to follow process, may have an influence ...
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
