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Standard User Tam
(eat-sleep-adslguide) Wed 13-Nov-13 17:56:25
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Simultaneous Provide?


[link to this post]
 
Do PlusNet not do this any more?

Just ordered a phone line and a DSL service (no Fibre here) and got a welcome to PlusNet email with line install date and then the ADSL will be installed 5 - 7 days AFTER the line is installed.

What's with that then?

Tam

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Standard User Apprentice
(knowledge is power) Wed 13-Nov-13 19:12:00
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Re: Simultaneous Provide?


[re: Tam] [link to this post]
 
Did you go the "Moving Home" route for the transfer of your PN BB and phone package to your new address?

Alastair

plusnet
Standard User Tam
(eat-sleep-adslguide) Wed 13-Nov-13 19:20:30
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Re: Simultaneous Provide?


[re: Apprentice] [link to this post]
 
In reply to a post by Apprentice:
Did you go the "Moving Home" route for the transfer of your PN BB and phone package to your new address?


Where did I mention I was moving premises?

Tam

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Standard User BatBoy
(legend) Wed 13-Nov-13 19:53:12
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Re: Simultaneous Provide?


[re: Tam] [link to this post]
 
That's a "no" then, isn't it.


______________________________________________________________________________________Go_girl!__________________
Standard User Tam
(eat-sleep-adslguide) Wed 13-Nov-13 20:38:10
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Re: Simultaneous Provide?


[re: BatBoy] [link to this post]
 
In reply to a post by BatBoy:
That's a "no" then, isn't it.

A no to moving house route - yes.

To use the moving house route you log in with your plusnet username and password, something I don't have as i need a new line in a new building for a new business so no current plusnet account to login to.

Why have i asked the question here - simple - business account, submitted a question - ticket response time 44 hours .. hrrrmmmmmmm.!!

Tam

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Standard User RobertoS
(sensei) Wed 13-Nov-13 21:01:39
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Re: Simultaneous Provide?


[re: Tam] [link to this post]
 
All simultaneous provides are best done by a telephone order. I think probably from all ISPs.

AIUI the reason being that a SIM order number for the line is a special format, (LORN - Linked Order Number), and has to be submitted with the broadband order to cause Openreach to match up the two. I think online order systems just do what has happened to you.

You may be best ringing up and getting those original orders cancelled and placing a SIM/LORN one over the phone. Then PM orbrey or another PN rep on here to get it monitored.

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 59.2/14.4Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.

Edited by RobertoS (Wed 13-Nov-13 21:05:31)

Standard User Oliver341
(eat-sleep-adslguide) Wed 13-Nov-13 21:29:46
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Re: Simultaneous Provide?


[re: RobertoS] [link to this post]
 
I'd be surprised if someone ordering both phone and broadband from Plusnet didn't have their order automatically processed as a simultaneous provide, as it would seem the logical thing to do.

Oliver.
Standard User Tam
(eat-sleep-adslguide) Wed 13-Nov-13 21:46:00
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Re: Simultaneous Provide?


[re: Oliver341] [link to this post]
 
In reply to a post by Oliver341:
I'd be surprised if someone ordering both phone and broadband from Plusnet didn't have their order automatically processed as a simultaneous provide, as it would seem the logical thing to do.


Exactly what I though and seem to remember happening before....
Sure a rep will sort it eventually

ticket id for line 1 - 77166199
ticket id for line 2 - 77166242

Would be useful if they sorted both to be simultaneous provides... ideally also installed both at the same time and hopefully asap smile (anyone think that this hint is too subtle?)

Tam

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Standard User Apprentice
(knowledge is power) Wed 13-Nov-13 22:53:25
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Re: Simultaneous Provide?


[re: Tam] [link to this post]
 
You didn't, sorry, my misinterpretation of your opening post.

<snip>
............... as i need a new line in a new building for a new business ...............

The additional info in your second post makes things clearer.

Alastair

plusnet
Standard User XRaySpeX
(eat-sleep-adslguide) Thu 14-Nov-13 00:27:10
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Re: Simultaneous Provide?


[re: BatBoy] [link to this post]
 
In reply to a post by BatBoy:
That's a "no" then, isn't it.
No, more like a "Not applicable" as the basic premise of the Q: "for the transfer of your PN BB and phone package to your new address" is non-existent.

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
Standard User RobertoS
(sensei) Thu 14-Nov-13 01:04:03
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Re: Simultaneous Provide?


[re: Oliver341] [link to this post]
 
In general it slows down provision of the phone line, which to many people could be more important than a SIM provide. Internet access 24/7/365 isn't as essential to everyone as it seems to be to us.

Plenty of dongles and tethering available for a short period.

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 59.2/14.4Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
ISP Representative chrispurvey
(isp) Thu 14-Nov-13 11:24:57
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Re: Simultaneous Provide?


[re: Tam] [link to this post]
 
I can see we've been able to arrange this for you this morning, I hope that helps.

Chris Purvey
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User Oliver341
(eat-sleep-adslguide) Thu 14-Nov-13 11:32:11
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Re: Simultaneous Provide?


[re: chrispurvey] [link to this post]
 
In reply to a post by chrispurvey:
I can see we've been able to arrange this for you this morning, I hope that helps.

When phone and broadband are ordered together, are the orders placed with simultaneous provide by default?

Oliver.
Standard User Chrysalis
(legend) Thu 14-Nov-13 12:45:26
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Re: Simultaneous Provide?


[re: RobertoS] [link to this post]
 
and the broadband component.

lets say this eg.

day 1 no slots
day 2 2 1 hour slots
day 3 no slots
day 4 1 1 hour slot
day 5 1 2 hour slot

and we assume a sim provide needs 2 hours but seperate voice and broadband provide's need 1 hour slots each.

a sim provide would mean no voice or broadband until day 5, whilst otherwise the end user could get voice on day 2 and broaband on day 2 using both the 1 hour slots. or voice on day 2 and broadband on day4. both cases earlier than the sim provide.

BT Infinity 2 Since Dec 2012 - BQM
Standard User Ianph
(committed) Thu 14-Nov-13 12:46:18
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Re: Simultaneous Provide?


[re: Oliver341] [link to this post]
 
from what RobertOS stated earlier in the thread, if line + bb are ordered via the online ordering process it can trigger separate install dates but, if the customer uses the telephone ordering process ie ring them to order then orders are usually done as a SIM provide

ISP Representative chrisparr
(isp) Thu 14-Nov-13 13:44:50
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Re: Simultaneous Provide?


[re: Oliver341] [link to this post]
 
At the moment no, our automated ordering system doesn't work for sim provides. That's one of the major improvements we're working on at the moment, along with much better order trackers and other improvements.

Chris Parr
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User Tam
(eat-sleep-adslguide) Thu 14-Nov-13 17:22:34
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Re: Simultaneous Provide?


[re: chrispurvey] [link to this post]
 
Yep, all sorted now thanks..

Originally the first line ordered got a date of 10/12/13 and then + 5 days for dsl, the 2nd line ordered straight after got 05/12/13 with dsl + 5 days after (BT systems are great .. frown ).

Now both going in on 09/12/13 - including go live for dsl - so slightly better and both at the same time.


Now just to wait the 110 days for a gig connection to get installed frown

Tam

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Standard User Tam
(eat-sleep-adslguide) Sat 07-Dec-13 01:01:30
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Re: Simultaneous Provide?


[re: Tam] [link to this post]
 
Having said Plusnet have sorted it ..... i now suspect they haven't and yet again have manged to royally screw something up.

Would appreciate a review by a rep - ticket number 77697020 & 77697119 will get you to both accounts....

I'm expecting Monday a BT engineer who will install 2x PSTN lines and then 2x ADSL circuits on them as you can see from my orders, my tickets and my comments on this forum...

However seeing as it is now Saturday and the install is Monday and i have no routers to put on the lines, i suspect that PlusNet have screwed it up somewhere........ as normal.

Tam

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Standard User Oldjim
(fountain of knowledge) Sat 07-Dec-13 10:24:47
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Re: Simultaneous Provide?


[re: Tam] [link to this post]
 
Without wishing to prejudge the issue - given that Plusnet despatch routers only a couple of days before and using Royal Mail I would be more likely to suspect the mail system - but then again I could be completely wrong
Standard User Tam
(eat-sleep-adslguide) Sat 07-Dec-13 10:31:39
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Re: Simultaneous Provide?


[re: Oldjim] [link to this post]
 
absolutely agree, but usually you'd get an sms stating router dispatched and a notification witin the ticket system that router has been shipped.

It's OK though - i've raised a ticket asking where my routers are - with the supposed priority that you get with business support i'm sure it'll not take an average of 30 hours for them to reply to it...... lol

Tam

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Standard User Tam
(eat-sleep-adslguide) Mon 09-Dec-13 09:09:34
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Re: Simultaneous Provide?


[re: Tam] [link to this post]
 
So the average wait of 30 hours for a ticket answer is now 60+ hours for me and still no answer.... got to appreciate how well PlusNet service is for business support......!

Has anyone had a response in under 30 hours - there must be thousands of tickets answered quickly to make the average 30 hours - yet not seen anyone say tickets are being replied to quickly...


Oh - and BT now on-site doing the work.... still no routers.

Tam

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Standard User Tam
(eat-sleep-adslguide) Mon 09-Dec-13 09:43:13
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Re: Simultaneous Provide?


[re: Tam] [link to this post]
 
Ok, called PlusNet - business support answers quite quickly.

Routers hadn't been ordered.....

Now have to wait for them to be shipped to me with the usual Christmas mail delays - not possible to put it on a courier for next day pre 12 delivery

Tam

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Standard User jelv
(knowledge is power) Mon 09-Dec-13 11:07:06
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Re: Simultaneous Provide?


[re: Tam] [link to this post]
 
Did you look at when that 30 hours was last updated? They've now restarted it - it's currently nearer 42 hours!

jelv

Plusnet user since November 2001 - not sure for how much longer
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