New customer recieving confusing emails from plusnet

Signed a friend up to plusnets value broadband & anytime calls package, 12 month contract + free wireless router.

They have an existing Phoneline (Copper) with BT (and use BT for voice calls) and they are migrating from O2 Broadband(LLU). A plusnet sales adviser confirmed the spec of ADSL for this package is ADSL2+ with up to 20Mb speeds. The MAC was generated by O2 and recieved by Plusnet.

A ticket now appears in the plusnet customer portal, notifying the customer that:

Further to
...our earlier reply I can now confirm that the order has been accepted and the
appointment booked for 14/12/11 between 1PM and 6PM. Please ensure that you
are at the property during this period as the engineer will need access to
install the fibre equipment. If the engineer cannot gain access, a missed
appointment fee of £50 will be due.

When the engineer completes the work you may not experience fibre speeds
straight away. This is because we need to manually adjust your speed profile
when the order completes, so the change should be effective within 24-48
hours, please be patient with us whilst we do this for you.

The customer never initiated a support ticket and is confused by what appears to be an engineer visit, and something to do with...fibre.

Can anyone shed light on this. The only thing I thought was that it may have been related to the migration from O2 LLU to whatever backhaul Plusnet use, presumably BTW?

Edited by deleted (Wed 07-Dec-11 19:28:22)

If you post the number of that ticket it will enable one of the Plusnet reps to find and take a look at his account in the morning.

Flagged up to staff so all we need is a ticket number to identify the friend

Are they expecting the monthly charge to be £9.49 line rental plus £9.99 (or less), or £9.49 line rental plus £16.49?

It could just be that the advisor has used the wrong appointment text. If you can give us a way to identify the account (ticket number etc) then I'll get someone to look into it.

In reply to a post by chrisparr:

It could just be that the advisor has used the wrong appointment text.

Provisionong ADSL on an existing line does not require a home appointment at all.

Understood, but we can't confirm what's going on without being able to take a look at the account. That looks like the text from a fibre install appointment but as I said without looking we don't know what's happening or why the text has been added to the ticket.

Edited by deleted (Thu 08-Dec-11 14:11:31)