Delays in FTTC order

Tried to sort this out on IRC support but it takes 2 mins before my replies appear on there and then its disconnects as i sit and wait for them to appear!

Placed order on 11th August for FTTC - got confirmation of direct debit etc and logon details and date of 25th August for install.

I checked the account details regularly and it had an error saying "Provide failed:Mandatory data not supplied for Site/Delivery Contact. ShipToContactFirstName and ShipToContactLastName must be supplied along with ShipToContactWorkPhone" but that didnt make sense to me so assumed it could just be part of the system.

Checking today as hadnt received any info from AAISP or BT and install supposed to be Wed, still same. So spoke to someone on IRC who said it had been ordered and they would chase up date.

Next thing i know i get text and order is scheduled for 1st Sept, then the control panel updates with all the dates and the next stages saying waiting BT confirmation on date etc.

So it seems like order was stuck and me checking up has finally got it moving. However im firstly not happy at all that I had to chase this up and secondly that the install date is a week later. Im off work until end of August and back in work 1st Sept so that date is no good for me.

Not a happy customer, money taken that all went well but order seems to be having issues

Even if they had picked it up earlier I don't think it would of made a difference, my control panel task page reads "order placed" "order cancelled" were they kept trying to get the order on the BT system.

I placed my order on the 9th of August and am looking at the 3rd Sept for install, not ideal I'll give you but it's all new to AAISP and all new to BT so I guess they're going to be teething problems. On a sidenote I've found the staff nothing but helpful and they've tried everything to help my order along.

Just wanted to balance out your arguement.

In reply to a post by Fishcake80:

Even if they had picked it up earlier I don't think it would of made a difference, my control panel task page reads "order placed" "order cancelled" were they kept trying to get the order on the BT system.

I placed my order on the 9th of August and am looking at the 3rd Sept for install, not ideal I'll give you but it's all new to AAISP and all new to BT so I guess they're going to be teething problems. On a sidenote I've found the staff nothing but helpful and they've tried everything to help my order along.

Just wanted to balance out your arguement.

Sorry not buying that issue that its "all new to them". Always going to get problems with BT! so IMO an ISP should be on top of their orders. Any errors should be flagged, and manual checks should be done in case of auto alerts not working.

As soon as i chased up today the order was processed through to BT - i honestly believe that it messed up AAISP's end and was waiting on a XML error. Once cleared it went to BT and order processed same day with confirmation of install date.

To be fair the AAISP staff on irc have been very helpful and even got date pushed forward - only 24hrs but still. But if i hadnt have chased this up..... Also reading these forums they found out about problems 4 days ago and sales teams were meant to contact those affected.......

Booked week off for it, and IMO it was avoidable. Just wish id chased up sooner but there we go. Still no point in dwelling on it, was tempted to cancel and go elsewhere but engineer wouldnt be available any earlier so would be no point.

Can I suggest to all who have FTTC order issues to email support at aaisp.net.uk and I will look at them all. I know I have sorted most of them out but just drop me a quick email with your login and we will do what we can and ensure all affected have been looked at and sorted.

I do apologies for all the delays, mostly caused by BT and changes in their XML ordering meaning orders were being accepted but as soon as they reached Openreach they were canceled.

I admit we should have been a lot more proactive in sorting this out.

We have put better procedures in place and our sales manager will be monitoring all FTTC orders closely to ensure problems are picked up mush quicker.

Shaun - escalations Manager