Time to reconnect incorrectly cancelled line?

Hi,
To summarise, an house move order was placed incorrectly on one of my accounts which resulted in an immediate cease of the Plusnet provided line and the broadband service.

Once it was identified what had happened the "fix" for this was to reconnect the phone service and then provide the broadband service on that.

The issue is that Plusnet say this will take at least 1 working day for the phone portion, and then 5-7 working days for the broadband part.

The line is in sync, and never dropped sync. It is just the PPP session that cannot be established.
One thing that has happened is dialing 17070 reports a different phone number, Plusnet advise this is just the ghost number and will be back to the original number when the line is reactivated.

Does it really take that long (in effect 10 days) to reactivate given the line is in sync so no actual physical work needs to be done?

Marcus

Edited by marcusjclifford (Tue 23-Apr-13 10:18:00)

Hi there,

Unfortunately with the cease being placed on the line we have to start from scratch, the timescales you have given are the quickest this can be activated.

Given that the line is in sync should indicate that you could connect and it may be a pure fluke if I'm honest that it's your in sync.

Could you PM your username across and I'll take a look into that.

Regards,

Why can't you order a simultaneous provide?

We've had a few issues with sim provides, we could offer this way although the timescales are pretty much the same.

Edited by deleted (Thu 25-Apr-13 11:03:51)

I imagine a SIM provide will always default to the later of the two dates, or even later.

I don't see why that should be. On a home move I've twice done a simultaneous provide where BT supplied the phone and issued the sim provide code and Plusnet the broadband. Plusnet seem incapable of organising a simultaneous provide where they also provide the phone.

I don't see the relevance of the providers. I was meaning the date allocated by Openreach.

On a house move I would expect the requested date to be so far ahead that OR could fit in.

because a sim provide needs a larger time slot it takes longer to get an appointment.

This is evident when me and others ordered sim provide and had very long install dates, when I got my install expidited BT did this by splitting the voice and broadband installs to seperated dates.

Just to update, and close this. I returned home from work the same day that the phoneline was reactivated to find that I was able to connect. So this is an example of what can happen, the delays are purely down to "process".

It is incredibly frustrating that it could have taken upto 10 days to get back online, when in essence the changes could be made instantly, as it was it took about 18 hrs for the phone aspect to be rectified, and then following a chase phone call after that the broadband was only about 5 hours after that.

Things *can* happen quickly, it's just process and procedure that seems to get in the way.