problem with my order

[#1]

Thanks for adding you comments and support to this thread as this whole situation seems insane and BT have been totally unacceptable in their behaviour which continues to lead me to not having broadband they are a total disgrace!!! kind regards

[#2]

Hiya @jamesrambler40, thanks for getting back to us.

As the line has been restarted without BT basic, we should now be fine to place an order for broadband on the line. Friday is when we expect the records be up to date and we be in a position to place the broadband order for you. All being well, once the order is placed and confirmed by the suppliers, it should take around 4 working days to complete (though we will be able to confirm this at the point the order commits).

I am really sorry for the problems you have encountered.

[#3]

---

@LaurenB wrote:

I am really sorry for the problems you have encountered.

---

I am saddened for the problems you the support staff have encountered at the hands of your supplier.

• Friday 14th line is activated but Plusnet are unable to place broadband order as reasonably expected by the end user
• Monday 17th BT records issues found on line and Plusnet promptly raise the correct query with BT having an expectation of a 24-48 hours response
• Wednesday 19th Plusnet chase (on time) only to be told come back Friday 21st

Even if all is OK on Friday, it will still be another 5 working days before Mr BT does anything of practical use for the end user.  It really is not good enough and the support agents around here should not have to put up with such shabby supplier service.  I hope someone within Plusnet has this experience cited for BT supplier service delivery improvements?

Mr BT, This will not do!

[#4]

Superuser citation

This topic has been cited by one of the Superusers; the purpose of which is to provide a note for information which might help to focus continued discussion (but might not result in a staff response).

[#5]

thasnk you for keeping up to date. yes its ben extremely frustrating and exhausting as this was something i ordered way before xmas to have to facetime my daugghter in the usa and it has drained me at how long the process has taken. i truly hope i am online soon and other dont have to endure what i have endured with this process. once again thank you for your support and i have everything crossed i get online asap kind regards

[#6]

Thanks for getting back to me @jamesrambler40

I understand the frustration and I'm really sorry again for the delay.

I can now see that the records have updated, so I've placed your broadband order.

As soon as I've got an activation date for you, I'll let you know. 

[#7]

Thank you much appreciated as this whole episode has been a nightmare apart from the plusnet support staff and forum contributors who have kept me going during this catastrophe all caused by BT kind regards

[#8]

Not a problem @jamesrambler40, I'm happy to confirm your broadband service should now be ready to use.  

It looks like all the equipment was left in place at the exchange, so we didn't need an engineer to activate it.  

Can you let me know how it goes once you've had a chance to setup your router? 

[#9]

Hi there i have internet i was begining to think that this day would never come as its taken so long but thank you for all your support on this as its been like pulling teeth out. The amount of time it has taken has meant thatBT have inhibited me from having broadband over xmas and right through until nearly the end of january. I placed the order with Plusnet back last yerar and thought it would go through without a hicup but alas i wasnt aware that BT so be so unhelpful. I hope others do not have to go through this process and hope complaints about BT force them into a different tact regards customers who want to change providors.

Anyway thank you. I just wanted to add one last thing and that is i mentioned the gift card as part of my signing up how can i request this now and what is the process for that?

once again thank you to everyone who has contributed to this thread very much appreciated.

Kind regards

[#10]

Thanks a lot for getting back to us @jamesrambler40 and I'm really glad to hear that your services are now up and running, finally!

I've just had a look at the account and can indeed see that you signed up on a promotion which offers a Reward Card. Keep an eye out in your email inbox, and in your junk mail, as within he next 10 working days, you should receive an email which contains instructions on claiming it.

[#11]

thanks very much for your reply and i feel like its been an epic but thankfully i can now enjoy using an ipad i bought last year talking to my daughter in america. once again i do appreciate all the help and communication i have had through this thread as it may be the only reason i didnt lose the plot waiting the time i had to for BT to release me from their service. Kind regards

[#12]

No problem and I'm glad to see that your broadband's up and running now so you can chat with your daughter.

If there's ever anything else you'd need help with, feel free to let us know.

[#13]

thank you so much for your assistance it is very much appreciated the support i have recieved to make a frustrating situation as good as it could be to get sorted out thank you