Hows this for feedback?
To be honest I reckon you've been quite tolerant. I'm not sure my patience would have held out. 
Joking aside. This is a medium for open and frank feedback (within the rules
) We need to hear about things like this and address them.
Thanks for your patience.
Mark
Joking aside. This is a medium for open and frank feedback (within the rules
) We need to hear about things like this and address them.Thanks for your patience.
Mark
To backup what Mark said - if it had been me I would have been a whole lot less polite 
@Devonian,
As I've handled this issue up to now I've had a chat with Mark to make sure that we're both aware of the details of this case. We have a plan for continuing the escalation process if need be today and I'll keep communicating with my colleagues here before making sure you are updated frequently. Please see ticket 42497150 for further details.
As I've handled this issue up to now I've had a chat with Mark to make sure that we're both aware of the details of this case. We have a plan for continuing the escalation process if need be today and I'll keep communicating with my colleagues here before making sure you are updated frequently. Please see ticket 42497150 for further details.
Devonian,
To clarify what you've mentioned there the order is not showing as complete on BT's systems but the service should be up and running all the same. Our logs show that you have had an ongoing connection for over 5 days now.
So even though resolving the incorrect status of the order could be called simply an administrative rather than a technical issue we still need to resolve this with urgency as without the order being in it's correct status we can't run diagnostics to confirm that the service is operating correctly or alert our suppliers to any faults that may occur (here's hoping they don't!)
With regards to progressing this issue I have just updated your ticket again as promised.
To clarify what you've mentioned there the order is not showing as complete on BT's systems but the service should be up and running all the same. Our logs show that you have had an ongoing connection for over 5 days now.
So even though resolving the incorrect status of the order could be called simply an administrative rather than a technical issue we still need to resolve this with urgency as without the order being in it's correct status we can't run diagnostics to confirm that the service is operating correctly or alert our suppliers to any faults that may occur (here's hoping they don't!)
With regards to progressing this issue I have just updated your ticket again as promised.
I'm sorry that we've not been able to resolve this yet. Thanks to Mark's intervention the case is with BT Wholesale's HLE (high level escalations team) who are dealing with this as a priority case.
We will continue to apply pressure and it's most likely that the next update will come through tomorrow. As I've been doing so far if no response is received we'll be on the phone chasing this up for you.
Thanks again for your patience.
We will continue to apply pressure and it's most likely that the next update will come through tomorrow. As I've been doing so far if no response is received we'll be on the phone chasing this up for you.
Thanks again for your patience.
I've chased this up this morning for you and have spoken to the manager of the HLE team, they are chasing this with their team now and will be coming back to me by phone with an update ASAP.
@devonian,
As per when I called today, I have updated your ticket with the latest detail and have summarised the issue.
I must thank you for your patience and understanding, hope you have a good weekend and will come back to you on Tuesday.
Adam
As per when I called today, I have updated your ticket with the latest detail and have summarised the issue.
I must thank you for your patience and understanding, hope you have a good weekend and will come back to you on Tuesday.
Adam