Plusnet against pensioners?.
I haven't the faintest idea where you get that idea from (or who you mean); maybe you need some help in interpreting what is being discussed and who is who, it does seem to have gone off-topic rather?
Quote from: TheFlyingMouse castigating of a PlusNet customer
As was said above:
Quote from: Anotherone Provisioning are the real villains in the first instance.
Just to be 100% clear, that is part of PlusNet.
That's precisely why several here wish to know exactly what happened. But I think we await a detailed "blow by blow" description from PlusNet on that.
Quote from: TheFlyingMouse try to help others
Armed with that information we "should" be better placed to advise others in future, who come here seeking help and advice from fellow customers as well as PlusNet staff.
Whether PN learn lessons and change things is another issue regularly debated in various areas.
Quote from: HPsauce Whether PN learn lessons and change things is another issue regularly debated in various areas.
That is a debatable point HP, as I'm sure you know
@TheFlyingMouse
I'm really sorry you've had all these issues, but what seems to have been at the crux of the "debate" we've had on here about this is where the 6th May date came from in the first place. My understanding was you got an email which was as a result of the Details being put in a Ticket - standard practise. Was I right or wrong with that?
Quote from: HPsauce But I think we await a detailed "blow by blow" description from PlusNet on that.
Working on this for you guys now. I aim to have the thread updated at some point today.
Excellent.
Quote from: MattyC Working on this for you guys now. I aim to have the thread updated at some point today.
Can I suggest we leave whatever is stated by PN well alone without any comment by "regulars" until DFL has seen it and commented, or not, as they see fit.
Sorry I didn't see this earlier everyone. Allow me to elaborate and sort of defend myself and Mr Wheeler for confirming the date.
Right so when this post was first made, there wasn't technically any problems with the order, more a communication problem. I attribute this to two accounts being set up. Note that I'm not saying the this is the customer's fault, I think it was a sales agent that signed up the first account with the incorrect username.
So we have had two separate accounts that needed action. This is where it's going to get confusing.
We placed an order on the older account on the day that the customer signed up with us - 21/04/2015. Appointment booked in for 06/05/15.
We placed an order on the new account on the day that this was signed up - 24/04/2015 - Appointment booked in for 12/05/15, however this immediately cancelled due to there already being an existing order on the line. Where we went wrong here, is that we confirmed the 12th to OP, as they placed the order. Somebody else found the old account, and linked the existing order with the new account.
As there was a lot of confusion by this point; OP posted here which then lead to this confirmation:
On the 6th, as far as I can see, everything went completely fine and the order completed, albeit without the release of the router. For the record, the router wasn't sent because of the migration of the orders from one account to the other. In essence, we deviated from automation. This lead to this:
The next day, OP contacted our customer options team, and asked to cancel the account. This lead to ourselves ceasing the line about 9 hours after we had gotten it active. Backing this up with a quote here regarding the 6th:
So to clarify, the provision went fine apart from the router not arriving. The account was then cancelled the same evening leading to cessation.
Tony T is in the process of reprovisioning the EU and is due to contact her this week. The customer is back online (sorry Tony).
It's been a rough ride, though I can assure you that we have done our best to give the correct information. Either way, there have been a lot of mistakes here that could have been resolved if we had a better process if two accounts get erroneously signed up. I feel that this is the root cause, however I'd be eager to get some outside opinion on how we can learn from this.
Matty
Right so when this post was first made, there wasn't technically any problems with the order, more a communication problem. I attribute this to two accounts being set up. Note that I'm not saying the this is the customer's fault, I think it was a sales agent that signed up the first account with the incorrect username.
So we have had two separate accounts that needed action. This is where it's going to get confusing.
We placed an order on the older account on the day that the customer signed up with us - 21/04/2015. Appointment booked in for 06/05/15.
We placed an order on the new account on the day that this was signed up - 24/04/2015 - Appointment booked in for 12/05/15, however this immediately cancelled due to there already being an existing order on the line. Where we went wrong here, is that we confirmed the 12th to OP, as they placed the order. Somebody else found the old account, and linked the existing order with the new account.
As there was a lot of confusion by this point; OP posted here which then lead to this confirmation:
Quote from: MattyC
Quote from: Anotherone Could you please check this chaps order.
Good point Chris.
@TheFlyingMouse - Your orders are progressing fine, and we're good to go for the 6th take this information as correct. Feel free to keep us all posted on the thread for how everything goes
Matty
On the 6th, as far as I can see, everything went completely fine and the order completed, albeit without the release of the router. For the record, the router wasn't sent because of the migration of the orders from one account to the other. In essence, we deviated from automation. This lead to this:
Quote from: derfledermause Forgive me but, the worry has reached high doe again. Why, the engineer's visit is timed for tomorrow afternoon, Wednesday, 6th May, 1pm-6pm. To install the equipment he needs the PlusNet router, the post has been today, normally between 11:15am and 12:30pm, no router!!!. Yes it could be delivered tomorrow, I sincerely hope so, however, if not then I assume the install cannot go ahead.
The next day, OP contacted our customer options team, and asked to cancel the account. This lead to ourselves ceasing the line about 9 hours after we had gotten it active. Backing this up with a quote here regarding the 6th:
Quote from: TheFlyingMouse Then I phoned Plusnet back to ask if they could gaurantee the 12 May, answer, no they could not. Now livid with rage I phoned back to cancel my account.
So to clarify, the provision went fine apart from the router not arriving. The account was then cancelled the same evening leading to cessation.
It's been a rough ride, though I can assure you that we have done our best to give the correct information. Either way, there have been a lot of mistakes here that could have been resolved if we had a better process if two accounts get erroneously signed up. I feel that this is the root cause, however I'd be eager to get some outside opinion on how we can learn from this.
Matty