The customer didn't ask Sky to switch off the service - they were expecting a seamless transfer - but it does not work like that . They told Sky they were leaving and so I guess Sky asked BTW for the service to be turned off - a cease! ( I think the phone line is disconnected too)
Here's a bit more information about how this problem arose. The customer was with Sky who changed their terms and conditions which were unacceptable to them. So they decided to move to a new ISP and chose Plus Net .
When they told Sky they were leaving apparently this resulted in Sky cancelling their account. I think this resulted in BT putting a cease order on the broadband service. This customer wasn't made aware by anybody at Sky or Plus Net that this would lead to a problem in placing a new order for broadband with Plus Net. No mention was made of it at all. But when a cease is put on a line a seamless migration transfer cannot take place.
The question is, if Plus Net were aware that there would be a delay or a problem as a result of the cease in placing an order for a new broadband service why did they not tell the customer? Or if they were not aware why not? Can it be that difficult to check?
The new customer gave PN their working email address and a mobile number which could've been used to send text messages. The customer received no updates & was not aware of any problems at all until Sky switched off their broadband service and a new service from Plus Net did not materialise as anticipated .
Only by ringing up and waiting for one hour and 30 minutes on hold did the customer eventually receive an explanation and this took another 40 minutes or so.!! This is another example of hopeless & ineffective communication systems with new and existing customers and falls short of any acceptable standards. Although PN often does try to resolve issues afterwards why do they happen in the first place? This lack of communication, causes so many problems difficulties irritations & annoyance. It places Plus Net in a very bad light & more should be done to keep customers informed of progress and any potential problems.
I appreciate this is not totally PN's fault but a solution could be worked out and more importantly, they could do more to keep customers informed!
perhaps by bringing this to the attention of PN staff they might be able to rectify this scenario. Ordinary customers are not going to know about such problems so I think PN have lost this customer unless they want to apologise for messing it up and fast track a new application .
